Industry forecasts rise in online client handling

Brokers favour making greater use of the internet for customer service, a survey has found.

Brokers polled in the study, which was conducted by business process outsourcing provider Opal, said they believed the internet was a time-efficient way of helping customers.

Opal would not reveal the exact number of companies polled, although a company spokesman described the survey as "large" and said that around one-third of respondents were either insurers or insurance brokers.

The survey forecast that t