I encourage their membership, but I wish they'd speak up more often, rather than just lurking. This belief is based on computer logs that record a computer's internet protocol, or IP, number that identifies a particular computer network and the individual's computer that is using that network. Let's face it, they're in the bad news business. In order to counteract the image of an impersonal corporation that doesn't empathize with customers' concerns, insurers have increasingly tried to improve upon their Web sites. According to Eyler, insurers have done this by adding transactional capabilities to their own Web sites so that consumers can purchase or service their policies directly from the company.
Insurers often have a difficult time defending themselves against criticism.
Some insurers have also added e-mail links that send a customer's complaint directly to the customer service department where a representative will read it and respond within one to three business days. The compliments on Northwestern's site are posted anonymously, as are the complaints on PPSI's site.