Car Insurance
Poor call centres driving online car insurance
Thu, 07 Jul 2005
Mistrust of the service provided by offshore call centres is driving more and more motorists to opt for taking out their car insurance online, according to new research.
A survey by UK insurance broker Swinton found that 681,000 motorists have turned to the internet to research the cheapest car insurance deal because of a lack of faith in offshore call centres.
Up to half a million motorists choose to buy their car insurance online because they are unhappy with the level of service provided by the call centres, the research discovered.
However, whilst just under one in four people are being driven to look online, the favoured mode of cheap car insurance purchase remains the phone.
"We believe that despite the increase in the number of people purchasing car insurance on the internet, the phone will continue to be a popular method as long as providers ensure that their call centres provide good quality customer service," said Andrew Jackson, marketing director for Swinton.
The internet could continue to gain at the expense of the phone for car insurance deals if offshore call centres do not improve their customer service records, the research suggests, however.
© DeHavilland Information Services plc
