Erie Insurance Group
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Multi-Factor Authentication Problems
Around 60% of users are frustrated with the new multi-factor authentication process, which requires scanning a QR code, making it difficult to log in, especially when using a single device. Users are requesting more conventional methods like text or email codes.
The new update requires scanning a QR code, which is impossible on a single device, making the app unusable.
App Functionality Downgrade
Approximately 50% of users report that the app has become less functional after the update, with some stating it now merely redirects to a web browser, reducing its utility and convenience.
The app now just links to a web browser for login, which defeats the purpose of having an app.
Customer Support Delays
About 30% of users have expressed dissatisfaction with the customer support, citing long wait times and unresolved issues, which adds to their frustration with the app's technical problems.
Spent over 30 minutes with customer support without resolving my issue, and they never called back.
Users' choice
Progressive receives high praise for its user-friendly app and excellent customer service, with many users appreciating the ease of managing policies and making payments. However, some users report issues with unexpected rate increases and app glitches.
Runner up
State Farm has mixed reviews, with some users appreciating the ease of use and customer service, while others criticize the app for frequent login issues and unexpected rate hikes. The app's functionality and customer communication are areas of concern for many users.
Straggler
Erie Insurance Group faces significant criticism due to app functionality issues, particularly with login and multi-factor authentication. While some users express loyalty to the company, the app's recent updates have led to widespread dissatisfaction.
Login Loop
The app's two-factor authentication feature is causing users to be stuck in an endless enrollment loop, preventing access to their accounts. This issue persists even after users receive confirmation of successful enrollment.
QR Code Dilemma
The requirement to scan a QR code for login is impractical for users accessing the app on their phones, as they cannot scan a code displayed on the same device. This has rendered the app unusable for many, forcing them to resort to web access.
Spinning Wheel
Users are experiencing a persistent issue where the app fails to load past the login screen, displaying only a spinning wheel. This problem has made the app completely inaccessible for some users.
Multi-Factor Frustration
The mandatory multi-factor authentication has complicated the login process, with users expressing a preference for more conventional methods like Face ID or text codes. This has led to dissatisfaction and calls for optional security measures.
Payment Confusion
Users are facing issues with payment processing, where scheduled payments are not recognized, and the app prompts for immediate payment. This has caused confusion and concern about the app's reliability in handling billing.
Apple Wallet Absence
The app lacks integration with Apple Wallet, a feature that users expect for storing insurance cards. This omission is seen as a significant drawback compared to competitors who offer this convenience.
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