A Website that Doesn’t Get It
It’s amazing that in Web 2.0 (I would put the relevant years, as Robert Scoble would have it), going into Web 2010, that some companies haven’t even gotten their basic websites down pat. Here is a quick review of one site that doesn’t get it and one that does.
CareFirst, the health insurance company, as an example, has a website where you can log in only during certain times a day. So if you want to check policy info, you can’t do it when you get home really late or wake up really early in the morning and want to tackle some errands.
Also, some of the basic things I can’t do, like review detailed coverages, see whether I was given the correct price on medicine by the pharmacy (formulary), policy pricing if adding certain riders, request new healthcare cards, etc. You can, however, review broad coverages, like co-pay amounts, who’s covered and history, but that’s about it.
It’s completely ass backward. I mean, who ever heard of a website being “open” only during office hours???
A site that’s got it together???
Progressive. You can do almost everything on that site. You can see how changes in your coverages change your premium, file claims, get policy docs, and so on. It’s a robust user interface that is obviously well synced with Progressive’s other internal and external systems.
I love it. I don’t have to call and be put on hold to get any of the basic information. It’s really a model of efficiency and effectiveness. Progressive personnel can spend their time handling more complicated issues.
Shame on CareFirst and hooray for Progressive!!!
