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Online Customer Service at Top US Life/Annuity Insurers.
(From InsuranceNewslink.com)
Novarica singled out MassMutual, AXA Equitable, and New York Life for their strong online customer service offerings in a new report published this week, Online Customer Service at Top US Life/Annuity Insurers.
"Even the highest-touch, most-advisor-oriented companies realize that their high-value customers are managing more and more of their financial lives online," commented report co-author Matthew Josefowicz, director of Novarica's insurance practice. "Although none of the leading life/annuity companies have yet taken the leap to online sales (or even online quoting), a strong service capability for current customers and rich educational content to lure new customers into a conversation with an agent are becoming competitive necessities, especially as Generations X and Y move into their prime accumulation years."
The report ranks seven leading insurers' websites in 15 categories, including overall ease of navigation; online payments, policy changes, funds allocation/transfer, account viewing, claims submission, withdrawals, calculators, planning tools, and policy loans; non-English language materials; agent/office locator; educational multimedia and articles; and social bookmarking/sharing functionality.
"To honour our promises to policyholders and clients and to help them make good ...
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