Insurer ‘E-Service’ Lacking, Report Says Many insurers are ignoring the importance of “e-service,” and lack adequate customer service when doing business online, according to a report by TowerGroup Insurance of Needham, Mass.

Their research indicated that insurers making investments in technology and staffing need to provide better service for customers online, and are missing out on the chance to reap significant short- and long term rewards, including increased “mind-share,” richer customer data, higher retention rates and greater profits.

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