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

Claims
24% 2020
24% 2019

Notify, track, report, update online

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 Aviva 81%
2 Halifax renters 75%
3 Aviva Plus 66%
4 Quote Me Happy 65%
5 Legal and General 62%

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 1st Central 76%
2 More Than 72%
3 Hastings Direct 68%
4 Aviva Plus 67%
5 Ageas 62%

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

Insight into current Home Insurers' Claims digital capabilities 

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

Related articles

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Insurers are beginning to embrace voice assistant technology. Insurance Post content director Jonathan Swift asks them about their experience of voice assistants to see if it is merely a gimmick - or has a future.

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The Insurance team at Altus undertook some in-depth analysis at the beginning of the pandemic to identify where Insurers would need to react.  Digital capability is highlighted as a key theme to be targeted by Insurers.

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Aggregators. Telematics. Shared value model. Mobile-first in developing regions. We weigh up the impact and value of some of the most notable insurance innovations of the last 50 years.

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Our previous findings focus on key areas of GI Digital Customer Experience across major brands’ Home and Car Insurance highlighting that improvements had not just been in customer acquisition but also customer retention.