As the Web becomes a research focal point for prospective life insurance customers, the industry is missing a chance to connect these customers with agents, a new study finds.
Ipswich, Mass.-based the Customer Respect Group found that only 61% of Web sites provide an option for an agent callback and just 37% of sites make it easy to find how to ask for a call back. “The auto insurance industry was altered forever by the online impact and disruptive technologies from Progressive and others; the life insurance industry could follow the same way unless websites and agents are better connected,” says Terry Golesworthy, president of The Customer Respect Group. It is not about 'bleeding-edge', it's about staying competitive.”
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