Altus launched the DigitalBar in late 2020 covering user journeys for leading UK insurers.
Our research across insurers’ digital customer experience covers key parts of the an end-to-end customer journey. Our score for Quote & Buy in this latest research increased to 98% for Car Insurance, however we wanted to identify the shortest and longest direct customer journeys, understanding how many insurers are using data enrichment or quick quote functionality.
The table is topped by Aviva with the shortest journey of 19 questions and Churchill not far behind on 29 questions in order to receive a quote. Admiral and the 3 Hastings insurance brands are at the other end, all with over 50 questions.
There is also a contrast in the leading Price Comparison Websites with comparethemarket having the shortest question set (39 questions) and MoneySuperMarket, Confused.com and GoCompare all needing more than 50 questions.
Download the infographic to find out where other insurers are placed in the rankings.
