NY to Offer Consumers “Live” Help on Website

February 15, 2001

The New York Department of Insurance is now offering consumers the opportunity to be engaged by a department representative to assist in their search of information when they visit the New York State Insurance Department Web site. The department is the first governmental agency in the country to utilize this Customer Service Application, which combines the department’s consumer services function with the latest in technology.

Visitors to the site may be engaged by a department employee (NetRep) and asked whether they would like to be helped via a chat session on weekdays from 9 a.m. to 5 p.m. Those who accept the offer will be guided through the site to help get the desired information. NetReps will, as much as possible, refer visitors to pages on the site that contain the information they need, rather than answering questions directly. If the content does not exist on the site, the visitor will be sent a message directing them to the Department’s Consumer Services toll-free telephone number.

The New York DOI website is located at http://www.ins.state.ny.us/nyins.htm.

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