By Ron Lang
In the last few years, insurers have kept themselves busy sending out a steady flow of press releases announcing their new and innovative strategies for keeping policyholders and agents in touch through the Internet. Until recently, these online services had been primarily informational, offering simple options such as reviews of claim status or retrieval of archived data. Now, however, the paper-intensive and highly interactive claim process is moving to the Internet center stage. The more complex and cumbersome the claim transactions, the greater the opportunity for the Internet to provide efficient ways of handling those transactions.
The competitive insurance market continues to make progress to meet the elevated claim management expectations of consumers. The widespread adoption of the Internet leaves insureds and agents expecting all claim-related processes to be available online, with quick, cost-effective, and consistently good service. Unfortunately, these expectations fail to consider the complexity of the claim-handling process, including contractual and regulatory requirements, leaving a perception that the insurance industry is dragging its Internet feet
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