New Study Says Esurance Website Number One in Self-Service Capabilities for Consumers
San Francisco, CA — June 7, 2012
In a study released by the Customer Respect Group today, Esurance, the direct-to-consumer personal car insurance company, was ranked number one for its website's overall ability to support car insurance customers.
Esurance came out on top, besting insurance companies such as State Farm, GEICO, Progressive, and Nationwide.
The study — "Auto-Insurers Online Self-Service Report 2012: Leaders and Laggards Who is Leading (and Who is Falling Behind) in the Race to Deliver Superior Online Interactions?" — examined 20 leading car insurance websites for their capacity to allow consumers to complete common activities associated with claims, coverage, policy updates, quotes, and payments.
The Esurance site provided the best content, the study found, and provided well-organized information with less insurance jargon. And unlike many sites included in the study, the Esurance site made it easy to find answers to frequently asked questions on topics such as eligible discounts, comparing rates, and filing claims.
"Consumers are task-focused. They visit websites with specific objectives in mind and have little time for sites designed around company departments or objectives," said Terry Golesworthy, President of the Customer Respect Group. "Insurers that seek to provide the best overall customer experience need to respect consumers that prefer to self-serve. The Esurance site is designed around the customer and allowing them to get things done."
The study also noted that Esurance's website was the only one to present relevant information consistently in the search results. What's more, search results were presented clearly and in a manner that gave consumers easy access to the information they were looking for.
"We take great pride in providing online and mobile tools that allow consumers to manage their car insurance virtually anywhere, and this customer-centric approach gives consumers easy access to information and the ability to quickly make updates to their policy with as few clicks as possible," said Lisa Ward, vice president of customer experience and communications. "We're constantly working to improve the car insurance experience for customers, and we are honored to have those efforts recognized by the Consumer Respect Group."
For more information about the Customer Respect Group study, visit www.customerrespect.com.
Esurance provides auto insurance direct to consumers online, over the phone, and through select agents, including sister company, Answer Financial. With easy-to-use mobile apps, quick comparison quotes, and online repair monitoring, Esurance is insurance for the modern world™ and the smart choice for today's web-savvy consumer. As a member of the Allstate family with an A+ rating from A.M. Best*, Esurance is a reliable choice for car insurance, offering anytime, anywhere service just a click, call, or tap away. For more information, visit www.esurance.com or call 1-800-ESURANCE (1-800-378-7262).