In association with Pancentric Digital

Raising the bar in digital insurance

Digital maturity scores across customer journeys for top insurers

Quote & Buy
96% 2020
96% 2019

Full quote & instant buy online

MTAs
62% 2020
62% 2019

View and change policy details

Renewal
44% 2020
44% 2019

Straight-through or with changes

Claim Notification
35% 2020
35% 2019

Online FNOL

Digital maturity league tables & customer journeys

Household Insurance

Home policy lifecycle can be managed online with several brands until point of claim.  Claim notification often offered through online forms, and customers can interact digitally. 

Explore Household

Highest scoring insurers

1 Admiral 79%
2 Aviva 74%
3 Aviva Plus 69%
4 More Than 65%
5 Legal and General 59%

Motor Insurance

Car insurers have made some great strides this year, with the majority of insurers now offering a full Quote, Buy, MTA and Renew set of journeys online.  Many with online FNOL too. 

Explore Motor

Highest scoring insurers

1 Aviva 75%
1 More Than 75%
3 Hastings Direct 70%
4 Direct Line 68%
4 Quote Me Happy 68%

Latest developments

Read how the DigitalBar scoring methodology is defined and the digital customer journeys that we review. 

Over 18 months on from our previous research, find out who the movers and shakers are with a summary of our latest rankings

An increasing number of Insurers are using emerging technology solutions to augment and enhance Claims processes

Altus Infographic highlighting the number of questions customers must answer to get a Car Insurance quote across brands

Welcome to a new standard in digital insurance. Here we define 'digital capability' - put a reliable number on it and showcase it. Altus has reported on digital practice in insurance for years and has now partnered with Pancentric to formalise our analysis into a trusted, continuously available online benchmarking service. Look forward to your feedback. Mark Andrews Director, Insurance - Altus

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