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General Insurance: the Digital Experience

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General Insurance: the Digital Experience General Insurance: The Digital Experience How did the insurers we tested rank? RANK Insurer Quote Claim Renewal MTA Online Telematics Webchat Dedicated Score Documents Offered Mobile App 1 Aviva 96.0 2= Hastings Direct 87.5 2= Quote me Happy 87.5 4 Swift Cover 83.5 5 More Th>n 76.0 6 Direct Line 68.0 7= Admiral 67.0 7= Allianz 67.0 9 AXA 62.5 10= Elephant/Diamond 50.5 10= LV= 50.5 12= Co-op 50.0 12= esure 50.0 14 Privilege 46.0 15 Legal & General 38.0 16= Home Protect NA 37.5 16= RIAS 37.5 18 Zurich 34.0 19 Lloyds/Halifax/BoS 29.5 20= Churchill 25.0 20= Hiscox 25.0 20= People’s Choice 25.0 20= Sheila’s Wheels 25.0 24 NFU 0.0 Supported Mostly supported Partially supported Not supported 1 Altus Consulting research 2017, covering digital services altus.co.uk/consulting for home and motor insurance products. General Insurance: Beyond quote and buy, digital capabilities are lacking1 The Digital Overall % of leading insurers offering services digitally Experience Quote MTAs Renewal Claim Key to Questions: 1: Quote 2: Claim 8 1 3: Renewal 4: MTA 7 Rank 2 5: Online Documents 6 # 3 6: Telematics 96% 42% 21% 4% 5 4 7: Webchat Offered 8: Dedicated Mobile App How did the insurers we tested rank? Rank Rank Rank Rank 1 2= 2= 4 Rank Rank Rank Rank 5 6 7= 7= Rank Rank Rank Rank 9 10= 10= 12= Rank Rank Rank Rank 12= 14 15 NA 16= Rank Rank Rank Rank 16= 18 19 20= Rank Rank Rank Rank 20= 20= 20= 24 Supported Mostly supported Partially supported Not supported 1 Altus Consulting research 2017, covering digital services altus.co.uk/consulting for home and motor insurance products. General Insurance, the Digital Experience: Detailed findings Created by a merger of two British insurance firms, Hastings was launched in 1997 and began life 1 Norwich Union and CGU plc, the Aviva name was 2= as a UK broker providing private car insurance established in 2000, but the company can trace its policies. Acquired by Insurance Australia Group in roots back to 1696. Aviva is the largest UK General 2006 before being bought back by the Hastings Insurer and leading provider of Life and Pensions. management team in 2009, Hastings Direct now offer multiple product lines. Route for customer: Route for customer: Products offered: Products offered: Quote: Available through all channels Quote: Available through all channels FNOL (First Notification Of Loss) online. You can claim No self-service, only available through Customer Claim: Claim: submitting a form online then Aviva will contact you Services Can renew online as long as purchased direct You can see all renewal letters and communications Renewal: Renewal: & have no changes through member site You can request certain MTAs online, e.g. change MTA: Some MTAs have self-serve capability MTA: of address or vehicle You can access generic and personal policy Document: Personal documents available online Document: documents through Member Site ‘Pay As You Drive’ For Young Drivers for motorists The SmartMiles product requires a telematics Telematics: aged 18-21. Fleet Telematics is available to those device to be fitted to the insured vehicle Telematics: using Cybit telematics systems. “Drive” app, which now counts more than 100,000 users Webchat offered: Yes Webchat offered: Yes Dedicated app: Yes (various) Dedicated app: Yes (various) Launched in 2011 as part of the Aviva group, Swift Cover is an online only brand launched 2= QuoteMeHappy is a low cost insurance, managed 4 in 2005 by former Churchill Insurance execs. online with no admin fees. Acquired by AXA in 2007, now a wholly owned subsidiary of AXA UK plc. Route for customer: Route for customer: Products offered: Products offered: Quote: Available only online Quote: Available only online FNOL (First Notification Of Loss) and full claims You can use the secure site to make claims (FNOL). Claim: online with telephone support. Some claims have Claim: Not fully STP (Straight Through Processing) but a STP e.g. Windscreen. good process Can renew online as long as purchased direct Auto renew and you can select to renew yourself Renewal: & have no changes Renewal: online as well and you can see your renewal information online MTA: Available online only (no admin fees) You can add covers, change personal details, drivers, MTA: add temporary drivers, change property details, and payment details all through online portal Document: Documents available online and via Mobile App You can download all your policy documents once Document: logged in the Member Site Telematics: No Telematics: A dashcam is also available as feature Webchat offered: Yes Webchat offered: No Dedicated app: Yes, QuoteMeHappy MyAccount Dedicated app: Yes Direct Home Supported Broker Car Mostly supported PCW Travel Partially supported Pet Not supported General Insurance, the Digital Experience: Detailed findings More Than is a UK insurance company that Direct Line is the leading brand for DLG, having 5 offers motor, home, pet and travel insurance. 6 been originally established in 1985. They have The company is a subsidiary of the RSA continued to embrace direct channels from Insurance Group. telephony to the internet. Route for customer: Route for customer: Products offered: Products offered: Quote: Available through all channels Quote: Available through all channels You can record the claim (FNOL) online for car The claim must be made over the phone but the Claim: insurance. This is not possible for home insurance. Claim: ongoing queries and discussions can be through Not STP a webchat For car insurance you can make changes and renew You can call the customer service or use webchat Renewal: Renewal: your policy online for renewal Some capabilities available for motor insurance You can call the customer service or use webchat MTA: MTA: only for MTAs It is possible to access to personal documents via Policy documents are accessible online, all the Document: the Member Site Document: other documents can only be posted or emailed (e.g. certificate of insurance) Telematics: SM>RT Wheels - only for young drivers black box Telematics: Drive plus (black box) Webchat offered: Yes Webchat offered: Yes Dedicated app: Yes (various) Dedicated app: Yes (various) Admiral (trading name of EUI Limited) is a UK Part of German insurer Allianz SE, Allianz acquired 7= multinational Insurance Company that was 7= British insurance company Cornhill Insurance plc founded in 1993. They have a strong Direct and in 1986, subsequently renamed Allianz Cornhill PCW proposition, have expanded their operations Insurance plc. This then simply became Allianz overseas and notably own PCW Confused.com. Insurance plc in April 2000. Route for customer: Route for customer: Products offered: Products offered: Quote: Available through all channels Quote: Available through all channels Claim notification is available through (FNOL). You can start your claim online (FNOL) or through a Claim: Claim: Not STP mobile app but not STP Renewal: Renewal documents can be viewed online Renewal: Basic online functionality available Form fill or call, or email them. Some amendments MTA is good online, almost everything for car available online but partial STP, i.e. if you amend MTA: insurance and a lot of functionality available for MTA: details e.g. add a new driver to the policy, they home insurance too send you an email for completing the process Personal documents can be accessed via the Document: Member Site Document: Policy documents available through Member Site Telematics: Not available Telematics: LittleBox. Black Box Insurance product Webchat offered: No Webchat offered: No Dedicated app: Yes (various) Dedicated app: No Direct Home Supported Broker Car Mostly supported PCW Travel Partially supported Pet Not supported General Insurance, the Digital Experience: Detailed findings AXA is a French Multinational Insurance Company First launched as online brand elephant.co.uk 9 that was established in 1816. It has extensive 10= in 2000, Elephant was the first UK company operations in the UK offering a range of General to sell car insurance online. Now offers Insurance and Life products. multiple products. Route for customer: Route for customer: Products offered: Products offered: Quote: Available through all channels Quote: Available through all channels Link for ‘Claims’ in client portal – takes you to a No self-service, only available through Customer Claim: Claim: page and tells you to call a phone number Services Auto renew and you can select to renew yourself Renewal: Renewal documents can be viewed online Renewal: online as well and you can see your renewal information online Form fill or call, or email them. Less amendments Motor: Change of add-ons (legal, courtesy car etc) MTA: available online compared to Admiral parent brand and personal details (address, driver, abroad etc). MTA: Home: Change property details, policy holder, cover, contact and payment details through portal Document: Policy documents available through Member Site You can download all your policy documents once Document: logged in the Member Site Telematics: Not available Telematics: Not available Webchat offered: No Webchat offered: No Dedicated app: Yes Dedicated app: Yes (various) Liverpool Victoria (which since May 2007 has Co-op Insurance, formerly the Co-operative 10= traded as LV=) is one of the UK’s largest Mutual 12= Insurance Society, is a general insurance Insurance Groups with over five million members. company based in Manchester, United Kingdom. It was founded in 1843 but since 1996 it has It is a wholly owned subsidiary of The rapidly diversified its Business
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