Poor Services Cost Insurance Companies - OpTier Survey

In its new survey, OpTier (News - Alert) suggested that four out of five Americans (83 percent) are likely to resolve any issues they experience in purchasing or processing an insurance claim online by reaching for the phone.

 

It's an expensive proposition for insurance companies when online customers seek to resolve claims and other issues via phone. It can prove costly in the form of lost customers or a customer service representative's time, states the survey. The survey also found that young people (18-34) are taking the lead in researching and purchasing insurance online.

 

To help insurance companies to take control over service performance and availability, OpTier offers Business Transaction Management solution (OpTier BTM). OpTier BTM assures the quick and successful execution of all business transactions, by managing every step of every transaction.

 

"Insurance companies today need to be sure that their online operations can perform at peak levels without degradation in service to keep pace with needs of their customers while keeping costs down,' said Motti Tal, executive vice president of product, marketing and business development at OpTier. 'OpTier BTM monitors consumer transactions through the entire IT infrastructure and pinpoints and alerts staff to problems in real time."

 

There is an increasing pressure on insurance provider sites to improve existing customer service levels while readying themselves for the next wave of online consumers, the survey suggests. Also, consumers with a college degree (89 percent), a household income of $50,000 or more (86 percent), and those who are married (86 percent) are most likely to abandon the computer and pick up the phone to resolve an issue experienced online, the survey states.

 

Recently, OpTier announced a new product bundle for those that require end-user experience monitoring but also want the added visibility that can only be found in business transaction management. BTM, it says, permits "business application owners to take control over service performance and availability." The new OpTier Experience Manager Plus BTM Starter Edition provides a low cost, seamless solution.

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju's articles, please visit his columnist page.