Web sites that allow insurance customers to file claims online save everyone time and effort--a great use of technology, right? You would think so, but the reality is quite different. Besides the fact that relatively few insurance companies and agents allow clients to file claims online, the companies that have stepped into the arena have done it so timidly that they aren‘t reaping any real benefits.
A customer may perceive the ability to file claims online to be a convenience, and the process certainly seems high-tech-but as soon as she fills out the Web form and presses the "submit" button, this seemingly high-tech process grinds to a surprising halt.
