The most improved areas for insurers were “privacy policy transparency and responsiveness to e-mails” where “auto insurers now provide better and more concise information about policies and practices.” The two insurers in front in the categories “for clarity and openness were Allstate and Nationwide” while “best policies for customers were from Liberty Mutual and AIG Direct.”
The top five companies in the study were first Geico then Progressive Casualty, Liberty Mutual, Farmers and American Family. Compared to the last quarter results of this ongoing study the overall score of the insurers had risen to 5.4 out of 10 compared to last quarter's average score that put them in “the bottom quartile.”
Customer service seems to be coming back into style. I recently changed cell phone companies and it when I was looking around at other companies I noticed all of the call center people I spoke with were very positive and empathetic. It does make sense to use the golden rule in sales, particularly in insurance sales and marketing as there are so many alternatives. Nice to see the push going on and hopefully it will become the norm.
Jerry
www.leads4insurance.com
Posted by: Jerry | June 25, 2007 10:01 PM | Permalink to Comment