| In a new (and as-yet publicly unannounced) initiative to supply customers with a wide array of claims-making and insurance-shopping options, State Farm Mutual Automobile Insurance Co. will significantly alter its Web site by the end of July 2000. Customers will be able to file claims online, make online policy changes, and shop for renters insurance.
This marks an important shift in the company's Internet presence — from a largely informational Web site to a transaction-friendly and policyholder-friendly Web site, according to company spokesperson Zoe Younker.
Currently, State Farm's site provides consumers in 32 states with real-time auto insurance quotes, whole and term life insurance quotes in all states, and access to agents via an online Yellow Pages. However, the week of July 10, 2000, will mark the beginning State Farm's facelift.
At that time, consumers will be able to receive renters insurance quotes online through a "personal property calculator." (To purchase a policy, or to learn more about the coverage levels and types, consumers will still have to speak with a State Farm agent.)
| State Farm Bank's Internet changes |
In addition to the insurance policyholder features coming to State Farm's Web site this summer, State Farm Bank accountholders will be able to:
View images of their canceled checks online
Access their accounts through multiple IDs and passwords in cases where more than one person holds the account
View loan account status. |
State Farm currently offers agent contact information to consumers seeking renters insurance through InsWeb, NetQuote, and QuickenInsurance. However, on May 1, 2000, State Farm will cease its operations with InsWeb. State Farm believes offering renters insurance quotes will help it to attract younger customers.
In addition, policyholders will be able to initiate a claim online beginning the week of July 10. State Farm's Web site will feature an electronic form for policyholders to fill out and submit. The company will then send an e-mail to your State Farm agent notifying him or her of your claim, and the claims-service center nearest you will follow up.
By July 31, 2000, State Farm will also launch a substantial redesign of its Web site, according to Younker, and sometime in August, the company will give policyholders the ability to view and change their policies online. At first, policyholders will be able to change only their addresses, but the ability to make additions to their policies and coverage changes will follow soon after. State Farm agents will receive those changes via e-mail.
State Farm says that its impending upgrades reflect what consumers want. The insurer has done several surveys that show policyholders want a broad range of "interfaces" with their insurance companies, including the Internet. "We don't want to throw something up on the Internet and say 'use it,'" says Younker. "We're not doing this to cut back on our customer service centers or agents. We're adding features."
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