Many insurers are so clumsy in cyberspace that they are unable to respond to questions submitted through electronic mail.[@@]
Researchers at the Customer Respect Group, Ipswich, Mass., have published that assessment in their latest quarterly review of insurers’ Internet operations.
The researchers surveyed Internet users and also examined the Web sites of more than 2,000 companies, including 47 life, health and property-casualty insurers.
The researchers gave each Web site a customer respect rating ranging from 1 to 10.
The overall insurance rating was 6.1
Property-casualty sites were slightly better than the industry average and life and health sites were slightly worse, with a 5.9 rating. Health care plans earned a rating of just 5.4.