A recent INN posting cited a study, which found that insurance carriers need to ensure the responsiveness of their online portals in order to avoid losing business—a rather obvious conclusion.  

The survey, conducted by Ipsos Public Affairs for OpTier, a New York-based provider of business transaction management (BTM) for the enterprise, also found that 83% of Americans are likely to resolve any issues they experience in purchasing or processing an insurance claim online by reaching for the phone. The study found consumers with a college degree (89%), a household income of $50,000 or more (86%) and those who are married (86%) are most likely to abandon the computer to resolve an issue experienced online. This, I would argue, is the key finding here.

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