Case Studies

Revving Up the Online Quote

A new online quote and quote request system launches, enhancing the Customer Experience for motorcycle
insurance customers.

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Background

A leading insurance company with a strong online presence in auto and property insurance wanted to expand their online quote capabilities for motorcycle owners. The company recognized the potential to capitalize on this growing segment and decided to enter this competitive marketplace.

Problem

The company’s current website offered only basic information about motorcycle insurance. The company wanted to test online quote options in two states: a “Quick Quote” and a “Request for Quote.” These tests would help determine the best approach for a larger rollout later. However, extensive marketplace research would be needed to develop streamlined online quote processes.

Vox Solution

After detailed studies of the industry’s methods of rating attributes and determining discounts, we shaped the quote process around providing a positive Customer Experience. By combining our research findings and web usability expertise, we were able to create an efficient, customer-centric quote process. To continue the Customer Experience offline, agents respond to online requests with a personal courtesy call.

Result

After two months, the results have been outstanding. Over 50% of the Request for Quote visitors have submitted an inquiry. And on Quick Quote, 80% of the submissions to agents have led to a written policy. Together, the two options have received over 3,000 visits. Agencies are also responding positively to these new, proactive sales tools as they are measurably increasing their book of business.

We’ve assisted the company with refining the tests and collecting consumer feedback for the next stage. The project’s success gives the company confidence as they launch the Request for Quote process in 24 additional states and begin similar tests for their boat insurance products.