The Customer Respect Group today released findings from its latest review of leading companies in the insurance industry.
The objective of the review was to measure trends and innovations as the industry enhances its online presence.
During the past 12 months, there has been significant investment in the online channel as websites migrate from information repositories to be an integral part of the customer experience. The key trends and developments found on Life Insurance websites in 2009 were:
- Integration of the company website as a critical component of customer pre-sales research
- A greater focus on collecting and supplying leads for the agent
- Greater support for customers to self-serve and manage their existing policies and accounts
The leading Life Insurance companies evaluated in 2009 were Western & Southern Life, MetLife and Thrivent Financial, with Progressive leading the Auto Insurance companies.
According to Terry Golesworthy, president of The Customer Respect Group, “Websites are now much more critical to insurers, and whereas previously the objective was to simply get the customer to contact an agent, it is now becoming more important to give customers control over the process”.
Read more detail about the key trends of 2009 on our website.

