For Customer Experience Professionals

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	July 19, 2007 European Car Insurance Cross-Channel Experience, 2007 We Apply Our Cross-Channel Review Methodology To Four Car Insurance Firms by Craig Menzies with Jaap Favier, Harley Manning, Zayera Khan, Lizet Menke	Average: 6  (1 rating)

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Executive Summary

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.

TABLE OF CONTENTS

• Car Insurers Inhabit A Multichannel World
• The Current Cross-Channel Experience Of European Car Insurers

RECOMMENDATIONS

• Learn From Your Own Best Practices And Put The Customer First
• Supplemental Material
• Related Research Documents

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