Insurance customers increasingly are taking concerns into their own hands, but this could lead to a shift in the kinds of problems call centers address, according to the latest annual call center satisfaction index from CFI Group, a provider of customer feedback management solutions.

The fifth annual index found that 24 percent of respondents tried to resolve their property/casualty insurance issues online before calling their insurers directly compared to 21 percent for health insurance. “Insurers are trending toward improving their self-service on the Internet, which will lead to call centers servicing more difficult issues, such as car accidents and dispute claims that are not easily solved on company websites,” said Terry Redding, CFI Group’s director of development and delivery. “We’re seeing more premium payments, status of payments and follow up communications being resolved on the Web. “

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