For eBusiness & Channel Strategy Professionals

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	June 14, 2010 2010 US Auto Insurance Secure Site Rankings Progressive Secures The Top Position, Barely Edging Out GEICO by Chad Mitchell with Brad Strothkamp, Benjamin Ensor, Brendan McGowan	Average: 9  (3 ratings)

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Executive Summary

Forrester evaluated the secure Web sites of the four largest US private passenger auto insurance providers — Allstate Insurance, GEICO, Progressive Casualty Insurance, and State Farm Mutual Automobile Insurance — using our Web Site User Experience and Functionality Benchmark (WSB) methodology. Progressive secured the first-place position — edging out GEICO and Allstate — and scored 82 out of 100. Although all four firms passed, scores were inconsistent, and there were gaps in critical functionality for service, claims, and policy administration. eBusiness managers in the insurance industry must invest in improved usability, content, and functionality to bridge the gap with the leaders, improve customer experiences, and retain higher-value, self-directed customers.

TABLE OF CONTENTS

• The Business Case For Online Self-Service Is Compelling
• Forrester's Web Site Benchmark Methodology
• Ranking The Sites: Progressive Tops The List In 2010
• Best Practices Of US Auto Insurance Secure Web Sites

WHAT IT MEANS

• Forrester's Web Site Benchmark Can Help Laggards Close The Gap
• Supplemental Material
• Related Research Documents

This is an excerpt

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