Altus Snapshot Reveals Increasing Digital Migration Within Insurance Sector

Altus Consulting have updated our General Insurance Digital rankings for 2018.
The focus is on key areas of GI Digital Customer Experience across major brands’
Home and Car Insurance.

Undertaking desktop research to identify the functions that a customer can carry
out digitally with each insurer, our findings highlight that investment in digital
capability has continued at pace over the past 2 years. Focus is moving from
customer acquisition to customer retention together with improvements in areas
including mobile compatibility, renewals processes and claims since our previous research in 2017.

According to Altus the Top 5 Rated car insurance companies online were Aviva, QuoteMeHappy, More Than, Admiral and AXA. More importantly, some companies are performing better than the competition in terms of making changes to existing policies, changing details, responding to social media queries etc.

AXA and RIAS moved up 4 places in the Altus rankings, whilst Hastings Direct fell by 8 places in the car insurance digital league. Direct Line, esure and LV all dropped a few places.

With features like live claims tracking by text, app or email, plus chatbots to help answer routine questions becoming more popular, every company in the highly competitive car, motorcycle and van insurance sector needs to make sure that it is truly a 24/7 operation, keeping the customer informed at all times – otherwise people will take their money elsewhere.

 

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