When a customer has a claim pending and wants to know its status, where does he turn? Does he call the carrier, hoping to find someone with a friendly voice who can find an answer without leaving him on hold for 25 minutes? Or does he want to call his agent-the guy who lives two blocks over and has been selling him policies for years? Not a tough question.
But the carriers might prefer you do the former, even as they know the real answer is the latter. Premier Insurance Co. of Massachusetts figured this out and decided to do something that would help its independent agents keep their customers up to date with the claims process.
Desiree Darch, Internet manager for Premier, said her company needed a real-time solution to allow agents to answer routine claims questions from its insureds.
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