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Customer Service Email Inquiries PDF Print E-mail
This Life Insurance Monitor Report looks at the public and private customer service email inquiry capabilities offered exclusively on our coverage firms’ websites. The email inquiries of 12 Life Insurance Monitor firms were analyzed on the following key criteria:
  • Accessibility of the public and private website customer service email inquiry pages
  • Quality and design of the public and the private email interfaces
  • How well and how quickly it took firms to respond to the customer service email inquiries
Overall, Life Insurance Monitor firms do a subpar job of providing email customer service to both prospective customers and clients. Firms that did not thoroughly answer the questions within the email inquiry typically asked us to either provide additional personal information so a financial professional could contact us or asked us to call a Customer Service Representative in order to obtain general product information.

The non-client inquiries we submitted to firms asked if health exams are necessary in the policy-opening process and of available optional benefit riders. Of the 12 firms covered in this report, nine provided non-clients with the ability to submit an inquiry to the firm via email, and four of those sufficiently answered both questions. The response times were generally good, as 89% responded within 24 business hours. Ten of the 12 firms in this report responded to our client inquiries; however, nine of those firms sufficiently answered both questions. Response times to client inquiries were great, with 90% responding within 12 business hours, and four firms responding within one hour.

Every firm in this report offers a secure email interface built into the respective public and private websites.

Additional key findings include:
  • Fifteen of the 21 total email interfaces (public and private) offered confirmation screens and emails that included a response timeframe.
  • One firm provided a Case ID number within the confirmation email.
  • Two firms sent client inquiry responses via private website secure message centers.
  • Four firms responded to the client inquiry within one hour.
 
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