Best Practice (Good)
Ensure that each product line offered by the insurance company (Life, Health, Property & Casualty, Group Benefits, etc.) has its own, dedicated customer contact center number and make the contact information easily accessible on the web.
Typical Practice (Bad)
Create a single point of contact for all customer inquiries and route them to the appropriate personnel based on the product line (Life, Health, Property & Casualty, Group Benefits, etc.), level of coverage, etc.
Benefits: Reduces non-value-added work within the call centers by eliminating call routing activities between different product lines and improves overal customer experience by providing a product-specific contact number that is easily identifiable through the web.