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Just a few short years ago, I purchased a new car from a dealer about an hour away from my house. I wanted to take home the car that day, but my insurance company (one of the large national insurers) wouldn’t issue my policy unless I physically brought a check to one of their local office–another hour away. Needless to say, I didn’t get my car that day and I was furious. I switched over to one of the large direct insurers as soon as I got home and transferred both my auto and homeowner’s policies. A digital self-service capability was important to me: #frustrated!

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