第四章 强势顾客无处不在（3）

比较购买促进了汽车保险业的竞争现在，要比较两家汽车保险公司所提供的价格是非常容易的。

在过去，消费者需要一家一家地拨打汽车保险公司的电话，去填一堆不同的申请表格，然后漫长地等待各家公司的报价。

与此相对，现在有一些公司，如美国前进保险公司（Progressive）和AllQuotesInsurancecom公司等，它们只要求顾客填写一份申请，然后就可以直接比较各家公司的汽车保险条款和价格了。

这类公司向顾客提供有关价格的信息，然后将其同顾客已有的其他公司的条款和价格进行比较。

一般来说，顾客最终得到的价格都会比现在的价格更合算。

如果公司所提供的价格较高的话，那么公司就会解释这样的问题：价格高在哪里？为什么高？在美国前进保险公司的网站上，顾客不仅可以比较各家公司所提供的价格，而且可以比较各家公司所提供的服务及其质量，如图4—1所示。

美国前进保险公司甚至会向顾客提供各个竞争对手的网址。

这些行为最终赢得了顾客的信任，同时也反映出更多竞争和公开透明的对比信息这一现实。

HideHideHideHideHideHideStability and Size of Company（banck to top）ProgressiveDirect State Farm AllstateFarmersGEICOLibertyMutualAM Best ratinaA+*A++A+AA++AState market share for auto (2003)30%*145%87%104%29%08%National market share for auto(2003)68%*192%111%52%51%24%*Ratings and market share percentages represent two specific brands Progressive Direct and Driva Insurance from Ptogressive By itself Progressive Direct represents tanth largest auto insurance group of companies in the countryEase of Purchase(back to top)ProgressiveDirect State Farm AllstateFarmersGEICOLibertyMutualAre online quotes avaliable?YesYesYesYesYesYesDoes the Web site provide rates for other bigname insurance companies?YesNoNoNoNoNoCan policles be purchased online?YesYesNoNoYesNoCan policies be purchased through atollfree number 24 hours a day, 7days a week?YesNoNoNoYesNoCan payments be made in installments?YesYesYesYesYesYesCan policies be purchased usinga credlt card?YesYesYesNoYesNoEase of Customer Service(back to top)ProgressiveDirect State Farm AllstateFarmersGEICOLibertyMutualis there a customer service tollfree number available 24 hours a day,7 days a week?YesMust call localagentYesYesYesNoCan you make an instant policychange online?YesNoNoNoYesYesCan payments be made online?YesYesYesYesYesYesEase of Claims(back to top)ProgressiveDirect State Farm AllstateFarmersGEICOLibertyMutualCan claims be reported 24 hours a day,7 days a week via a tollfree number?YesMust call localagentYesYesYesYesCan ciaims be reported online?No(why?)YesYesYesYesYesCan claim status be tracked online?YesNoYesYesYesYesDoauthorizedrepairfacllitiesguaranteerepairsforaslongasIownmy car?YesYesYesYesYesYesAccess(back to top)ProgressiveDirect State Farm AllstateFarmersGEICOLibertyMutualWeb site addressprogressivecomstatefarmcomallstatecomfarmerscomgelcocomlibertymutualcomTollfree number1800PROGRESSIVEMust Calllocal agent180025578281888490280118008618380Cilck for infoProduct Lines(back to top)ProgressiveDirect State Farm AllstateFarmersGEICOLibertyMutualWhat other personal productsare avallable?MotorcycleATVBoat/PWCMotor HomeTravel TrallerRVSegway HTMotorcycle。