Insurers fail to impress online: Jeeps Protection and Car Insurance UK: Latest Events

Insurers fail to impress online

The economic climate is promoting spending online, with 63% of adult Britons who conducted an insurance transaction online last year saying they have increased their online spending habits due to ease of comparison and prices.

The 2009 Survey of Online Consumer Behaviour, conducted by Harris Interactive®, commissioned by Tealeaf®, also finds that insurers are not taking the chance to seize this opportunity.

A high proportion (79%) of those who conducted an insurance transaction online reported problems doing so, of which 48% indicated they would desist the attempt and 44% signalled they would switch to a competitor.

Error messages, navigational issues and getting stuck in a loop were all common problems revealed by the research.

Worryingly for insurers, half of those who called a help centre found their problem could not be resolved, and 78% found that the agent was not well-informed about either the website or the specific problem they faced.

The rise of blogs and social networking sites provide outlets to unimpressed consumers who are, in increasing numbers, using such media to advert their experiences to other consumers.

The research also discovered that consumers were more affected by positive remarks on blogs and social networks rather than negative ones, which could provide additional business for insurers with good websites.

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Insurers fail to impress online

Category Car Insurance UK: Latest Events

Car Insurance UK: Latest Events

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