SAN FRANCISCO, CA — September 2, 2003 — Most consumers don’t want to spend a lot of time transacting with their auto insurance company, which makes the Internet a perfect way for consumers to buy and manage their auto insurance. Esurance, a leading direct-to-consumer personal auto insurance company, continues to receive praise from industry analysts and consumer groups for making its online experience as easy as possible.
“As a company, we’re honest about the fact that our customers really want their auto insurance to be as easy as quote, buy, print,” explains Gary Tolman, Esurance’s President and CEO. Tolman continues, “We want to make auto insurance easier for our customers, and we rely on that fundamental principle as the basis for our operations.”
This customer focus drives Esurance’s approach to user interface design. The company continually researches and explores best practices in Web usability, adapting these techniques to a product as complicated as insurance.
Esurance feels that some of the most knowledgeable experts about the online experience are its customers. The company relies on thorough analyses of customer feedback and behavior to further enhance its site design. John Swigart, Esurance’s Vice-President of Sales & Marketing, explains, “Focusing on how our customers use our site and designing it accordingly has really helped us make our online application the fastest and easiest to use on the Web. Almost everything that appears on our Web site is there because our customers, through their actions and words, gave us instructions on what they need to see, where they need to see it, and when they need to see it. For example, when we launched our new home page in April, we did so only after listening to and acting on feedback from our customers.”
For its efforts, Esurance has continually received praise for ease of use and informational content from its customers, analysts, and a leading consumer advocacy publication. Most recently, Change Sciences, an analyst group focusing on quality user interface design across industries, awarded Esurance a first-place ranking for Web usability. “Out of the 15 companies we surveyed, Esurance’s site was the easiest to use. Ease in getting instant rates and comparisons is so important for time-starved consumers as they try to sort through the myriad auto insurance options available online,” states Steve Ellis, a Founder and Partner in Change Sciences Group, Inc. (Change Sciences’ overall ranking for the 15 companies appears below.)
Of Esurance’s latest award, Tolman states, “We’re proud when groups like Change Sciences take notice of our work on the Web. I’m also delighted by the fact that we get emails from our customers every day, letting us know that they’re pleased with the online experience we provide. One of our customers even let us know that our site was ‘cool,’ which may have been the first time I’ve heard that word applied to insurance in my 25 years in the industry. I hope that our work continues to get noticed so positively by our customers, analysts, and other experts.”
Change Sciences’ Overall Ranking for Each Site
Rank Web Site
5 Liberty Mutual
9 State Farm
About Esurance Inc.
Esurance Inc., a subsidiary of White Mountains Insurance Group, Ltd. (NYSE: WTM), provides personal auto insurance direct to consumers online. Esurance is dedicated to constantly improving the way people shop for, buy, and manage their auto insurance. By combining the best of technology with industry know-how, Esurance is able to offer hassle-free auto insurance coverage with 24/7 customer service and claims handling at competitive prices.
Through Esurance’s Web site, www.esurance.com, customers can get instant auto insurance quotes, view comparison quotes, buy an Esurance policy, and print their proof of insurance card— all in minutes. Esurance also offers policyholders the ability to make policy changes and file claims instantly online, demonstrating Esurance’s commitment to improving the entire auto insurance process from quote to claim.