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Although the insurance industry purports to embrace online technology for consumers seeking quotes and other interaction, a new secret shopper study shows that only 44% of online quote requests get both a call and email response from the insurer or agent–and 17% received no response at all.

Cloud-based sales software vendor Velocify conducted a secret shopper study to determine how effectively insurers or their agents were responding to online quote requests. Velocify focused on responses from 25 of the largest property-casualty insurers, including direct-to-customer carriers, insurers using captive agents, and independent agencies selling products from multiple carriers.

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