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 Home 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.
Admiral and Legal & General top the table on 10 questions each. Admiral, who ask more than 50 questions in our Car Insurance – Quote & Buy Questions results have managed to reduce their Home insurance journey significantly. Legal & General are also on 10 questions thanks to their award winning SmartQuote technology. However, LV= and Hastings Direct are at the other end, both with over 50 questions.
All of the Insurers contrast with the leading Price Comparison Websites who all ask over 70 questions before displaying quotes.
Download the infographic to find out where other insurers are placed in the rankings.
