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Date: 2024-05-21 Page is: DBtxt001.php txt00024382
TPB -V- CORPORATE WEB INTERFACES
THE HARTFORD

Follw up to a long dialog with customer service at TheHartford


Original article:
Peter Burgess COMMENTARY

Peter Burgess
Tansha was fine ... but my issue is with the company and the absolutely awful website that I have to use very month when I pay ... or try to pay ... what I owe TheHartford. I have griped about the website many many times, but nobody in the company seems to care, and Tansha at least tried to acknowledge that some of what I had to say had some validity. I am 83 years old and my wife and I have been a customer of TheHartford maybe as long as 30 years. I worked in the corporate world as a CFO going back to the conversion from manual systems to electronic systems ... I am an engineer, an economist and an accountant, and not a complete fool, but I sense that some of the processes in your organization (as in many large corporate organizations) are based on extremely questionable development methodologies. In order for Tansha and another customer service rep to answer a very simple question they guided me through about 30 separate clicks to find the answer ... ridiculous, my very easy question should have been one click away. At some point it was observed that the website had been modified based on feedback from users because they had said they wanted more information ... and that was probably true, but the response by TheHartford was ... to be honest ... quite silly. Users ... like me ... were almost certainly looking to get some information to do something they needed to do. We may say we want more information, but what we want is easy, quick and obvious navigation (one or two clicks) to the specific information we need to do what we are looking to do. In my case I want to be able to see the history of ALL the money transactions on my account (two policies) and what I need to pay now and then the single step to get it paid. This could be accomplished by having a single webpage that has a rolling 12 month listing of ALL the money transactions on my account ... it used to be called a STATEMENT OF ACCOUNT before computers were invented. The information needed is (1) date (2) description (3) a debit amount being the amount being added to the amount the customer owes (4) a credit amount being the amount getting deducted because of a payment or other adjustment (5) a running balance of amount owed (6) a memo column to advise how much is owed by the customer to the end of the contract period. At the moment I think all of this information is actually available on the website but is spread over many many pages. For someone my age this is a pain because my memory is not what it used to be, and I cannot remember what was one click back, let alone 30 clicks before ... and what sequence the clicks have to be done in order to get where I want to get to. Tansha and my other customer service contact with TheHartford were very polite and competent but the core design of your website makes me think that it was put together either by ChatGPT or one of the 12 year olds in your tech team. If you tell me (peterbnyc@gmail ... 570 202 1739 ... 204 Seaham Court, Bushkill PA 18324) who to send it to, I will put together a mock up of the webpage that would answer most all the questions to which I am trying to get answers to each time I go to pay my insurance bills ........... Sincerely .......



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