text: most dynamic sources of business growth. In 2001 the 
  
  company’s link to AARP’s Web site accounted for much 
  
  of the $55 million worth of auto business The Hartford 
  
  generated over the Internet. 
  
  Because The Hartford quotes and issues this busi- 
  
  ness online (and added online billing in 2001), acquisi- 
  
  tion and processing costs are 15 to 20 percent lower 
  
  than those of traditional direct-marketing or face-to- 
  
  face sales. Because of this and other factors, the 
  
  expense ratio for AARP business is 30 percent below 
  
  that of the industry in general. And the customer 
  
  renewal rate is 96 percent, versus the industry’s 88 per- 
  
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              [html]<thead><tr><tdcolspan="3">profitable auto business The Hartford writes.</td></tr></thead><tbody><tr><td>The relationship also has The Hartford thinking</td><td>ahead toward new business and an even stronger rela -</td><td>tionship with AARP members. The Hartford can cross -</td></tr><tr></tr><tr></tr></tbody>
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  market auto insurance to homeowner’s customers and 
  
  homeowner’s insurance to auto customers, which 
  
  presents a tremendous growth opportunity. In addition, 