Insurance Online Customer Self-Service: A Moving Target

ID Number: G00160807

2 September 2008

Kimberly Harris-Ferrante

Insurers have been investing in online customer self-service for years. As customers demand convenience and insurers look to drive down servicing costs and improve customer experiences, self-service sites will become an even bigger priority among life and P&C insurers.

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Table of Contents

Analysis

1.0		Status Quo: Mediocre Self-Service Sites Are Commonplace
2.0		Self-Service Site Functionality
3.0		What Are the Site Requirements of the Future?
4.0		Recommendations

Recommended Reading

List of Tables

	Table 1.	Adoption of Customer Self-Service Sites: 2004 Versus 2007

List of Figures

	Figure 1.	Functionality Currently Supported on U.S. Insurance Customer Self-Service Sites

Internet-Enabled Customer Service
Property and Casualty Insurance Systems
Life Insurance, Pension and Annuity Systems

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Resource Id: 750257