Direct Line Group launches new self-serve platform for motor lines products

Direct Line Group has launched a new technology platform for Direct Line, Churchill and Privilege motor customers.

The platform is one element of the group’s strategy of building an insurance company for the future, driven by data and technology, which is fully digitally enabled and can operate in an agile and low-cost way.

The new platform offers customers across each of its well-known brands hassle-free transactions, the opportunity to self-serve and the ability to engage with support teams in a web chat or on the phone.

Working together with Capgemini—Direct Line Group’s system integrator partner—the new, cloud-based platform is designed to provide the flexibility to support multiple channels spanning price comparison websites, digital and direct channels, and to integrate the capabilities of leading business systems including Guidewire, Mulesoft, Salesforce, Amazon Web Service (AWS), and Willis Towers Watson’s Radar Live to create a unique ecosystem to deliver future business initiatives.

Steve Maddock, chief operating officer at Direct Line Group, said: “I’m delighted that our new platform is in the advanced stages of deployment and we are already seeing the benefits it brings to both our customers and the business. The last twelve months have been challenging and we are exceptionally proud that we’ve forged ahead with our tech transformation, despite the sudden move to home working.”

“The new platform will enable us to offer our customers a full rounded digital experience from quote through to claims. The continued roll out across all brands will power the group to drive benefits and growth out of the investments we have already made and become the tech and data driven insurance company of the future. I’m really proud of the team that made this business transformation happen.”

Shane Cassidy, head of insurance at Capgemini Financial Services, added: “Undertaking a large-scale core transformation requires vision, skill and tenacity to create a modern insurance company of the future. This success was made possible through Direct Line Group’s determination to be customer-focused to address the unique customer requirements for each of its brands. Additionally, Direct Line Group was highly receptive to leveraging market-leading technology, resulting in business benefits and a reduction in IT operating costs.”

Mark Dugdale