Executive Summary (This is a document excerpt)

Forrester reviewed four European car insurance providers — The AA and Direct Line in the UK, AXA in Germany, and Macif in France — using Forrester's Cross-Channel Review methodology. Overall, the results were disappointing, with failing scores on Web sites and an almost nonexistent email channel. But we also witnessed some glimpses of excellence, such as The AA's Web site navigation, Direct Line's email design, Macif's effortless interactive voice response (IVR) system, and AXA's superb phone agents.

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