Survey Says: Nonstandard Auto Specialists Least Likely to Have Web Sites
But Just as Likely to Take Advantage of a "Paper-Free" Office
MAYFIELD VILLAGE, Ohio — August 8, 2002 —A recent survey by the Progressive group of insurance companies (NYSE: PGR) revealed that agencies identifying themselves as nonstandard auto specialists are least likely to have a presence on the Internet. Over 3,500 agents responded to the survey, conducted via mail, which asked agents questions about their use of the Internet and a paper-free work environment.
In the survey, 45 percent of respondents said their agency has a Web site. But of those who identified themselves as primarily nonstandard auto writers, only 28 percent said they have a Web site, versus 49 percent of the standard writers and 42 percent who say their auto business is evenly split.
The survey also found that the most common feature found of on agents' Web sites is information about the agency (95 percent) and the ability to e-mail the agency (88 percent). Only 40 percent of respondents say consumers can get a quote on their Web site, although 32 percent would like to add that capability. Eight (8) percent say customers can access and service their policies from their Web site, while another 26 percent would like to add that functionality. Seven (7) percent of the respondents say customers can buy online from their sites while 20 percent would like to be able to offer this. And a full 51 percent of agents responding seem to be completely satisfied with the functionality available on their site, saying they have no desire to add anything.
"Lead generation, customer self-service, and agent/company interaction are some of the most powerful opportunities for agents and companies on the Internet," said Chris Garson, Progressive's Agent Technology Leader. "Our systems are designed to give agents the ability to do all of these."
Progressive also queried agents on the paper-free work environment. Paper-free simply means that an agency no longer receives printed copies of their customers' policy documents in the mail from companies. Instead, the agency downloads policy information from companies into its own system. Going paper-free is a great way for agencies to streamline and become more efficient. Seventy-nine (79) percent of surveyed agencies said they are paper-free with most or some of their companies. There was no discernable difference between nonstandard auto respondents and others. The most cited reason for not being paper-free was because not all companies offer it (43 percent). Another 39 percent of respondents said they prefer to get hard copy paper in the mail.
Progressive downloads personal lines information to more independent agents than any other agency company, according to a recently released report by the Association for Cooperative Operations Research and Development (ACORD). "We're downloading to 24 agency management systems. Additionally, our own Client ProFile® system, available to agents free of charge, allows agencies to download, manage, and view information on their Progressive policies," Garson added.
The Progressive group of insurance companies, in business since 1937, comprises the nation's fourth largest auto insurance group and largest writer of auto insurance through independent agents. The more than 30,000 independent agencies that represent Progressive combine the power of personalized service and counsel with Progressive's trusted brand, superior 24/7 service, innovative technology and competitive rates. Authorized agents can logon to Progressive's agent-dedicated Web site, ForAgentsOnly.com (FAO), to access customer policies, state and countrywide news, and other interactive features. The group's holding company, The Progressive Corporation, is publicly traded at NYSE: PGR.
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