ord and family’s health history is asked at this stage in order to provide a quote. During the process of delivering a quote, a user may have some doubts or might have certain special needs. For these, the user must have access to FAQ’s. If the FAQ does not provide the user with a satisfactory problem, the user should be given a facility to post a message on the bulletin board, addressed to the insurance company’s staff asking for clarifications to whatever doubts the user has. If the User is judged by the web site to be having high potential, the facility of Chat with an underwriter service personal should be provided. As recommended earlier, insurance firms could also consider providing premium customers with the Push To Talk facility, using which the user can have an enhanced interaction with the insurance firm’s employees.All policy buyers, whether offline or online. Should be given a username and password to enable them to use the company web site. An account should be created for these users using the data that they would have given to their agents.(The document assumes that no on line sales transactions are happening. The act of selling the policy is primarily offline, owing to legal hurdles).7.5 The CustomerThe customer should be provided all the facilities that the account holders have. Apart from this, the customer should have access to the ‘Policy manager’. The ‘policy manager’, like the information manager, would be an animated figure. The following services would be available through the policy manager - Alerts for premium payment. The alerts should be available via email as well as on the user’s personalized home page.The customer’s insurance needs should be constantly analyzed, and the need gaps that are served should be addressed by providing appropriate offers to the customer. These offers should be recommended to the customer as soon as he accesses his p...
