The human touch.
Despite the high profile of the Internet, insurers are reporting a surprising reluctance from their customers to using the Net in their claims communications. Steve Banner says the importance of human interaction at the claims stage must not be
With the recent explosion in e-business activity, why are moreinsurers not allowing domestic customers to file household and motoring
claims over the Internet? "Perhaps it's because their clients don't want
to," according to David Neave, director of claims and IT, personal lines,
at Royal & SunAlliance.
"We track the levels of satisfaction and preferences expressed by our
personal lines customers on a regular basis, and our research shows that
there's a surprising lack of interest in the Internet
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