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This Property & Casualty Insurance Monitor Report reviews the usability of agent locators on public property and casualty insurance sites. In our analysis, we looked at the places firms make their agent locators available, ideally looking for firms to promote the tool both on the homepage and throughout the site. We also graded firms by the types of filters users can apply to their search, and, most importantly, by the content and layout of the results page. This P&C Monitor report reviews the agent locator tools offered by property and casualty firms. Specifically, we looked at the following aspects of each firm’s offerings:
Firms performed well within the accessibility portion of our criteria, with all firms making their agent locators available on the homepage, either through a homepage promotion or a static link. Fifty-six percent of firms offer search criteria directly on the homepage, making it easier for users to perform a search. In addition, four firms promote their agent locators on the products pages of the site. In terms of search options, we found that all firms allow users to search by location, but only four firms allow users to search by the agent’s last name. Few firms offer filtering options beyond name and location; only four firms allow users to search agents by the products they sell, and three allow users to filter by the agent’s language. Finally, the amount of content on results pages varies. All firms display – or at least link to – a map showing the location of resulting agents, and all firms provide a phone number and address of agents. Sixty-six percent of firms display the office hours of each resulting agency. Finally, five firms include biographical information about agents, such as community involvement and awards, and four firms include a photo ID and languages the agent speaks. Additional key findings include:
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