Reports of our demise might be underestimating our adaptability. One of the great benefits of the Internet could be enhanced policyholder services. Another Internet advantage is claims processing. Surveys by the Insurance Information Institute over the years suggest that the top complaints from consumers in relation to claims handling are delays in processing the claim and poor communication. Much is happening here that the public is not aware of, because so much attention has been focused on online sales and price quotes.
Many insurers now offer an array of services, including online claims reporting and e-mail links.
Some Internet insurers are responding to these claims-handling concerns with systems that track the progress of claims online in much the same way that Federal Express customers can track the movement of packages. In addition, creative companies are finding other ways to reduce some of the uncertainties and inconveniences surrounding the claims process. Although Internet shopping is in its infancy, online shoppers expect a high level of speed and service. If a site is difficult to use or if the shopping process takes too long, they move on. Right now, it can take 20 minutes to complete an application for a price quote or to buy a policy.