Although the insurance industry purports to embrace online technology for consumers seeking quotes and other interaction, a new secret shopper study shows that only 44% of online quote requests get both a call and email response from the insurer or agent–and 17% received no response at all.
Cloud-based sales software vendor Velocify conducted a secret shopper study to determine how effectively insurers or their agents were responding to online quote requests. Velocify focused on responses from 25 of the largest property-casualty insurers, including direct-to-customer carriers, insurers using captive agents, and independent agencies selling products from multiple carriers.
Multiple quote requests (leads) were submitted to each company during normal business hours. All quote requests had standard or preferred risk profiles, and each quote form required the inquiring buyer's phone number and email address for contact.
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