Gartner Research

Insurance Online Customer Self-Service: A Moving Target

Published: 02 September 2008

ID: G00160807

Analyst(s): 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.

Table Of Contents
  • Overview
  • Status Quo: Mediocre Self-Service Sites Are Commonplace
  • Self-Service Site Functionality
  • What Are the Site Requirements of the Future?
  • Recommendations

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