Insurance has prided itself on the speed and reliability of the policy and sales functions offered customers on its Web site, but until a year ago, customers filing claims weren't offered the same experience. The carrier knew that had to change.
"We wanted to align and enhance the claims self-service portal for our customers with the same type of service they expected from the sales and servicing side," says Chris Holcombe, claims self-service manager for Esurance.
"When [customers] went to the claims side [of the carrier's Web site], it was very static and didn't do a whole lot for them or us. We needed to enhance that and align it with what our customers expected."
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