How we've researched Insurance brands

For 8 years, Altus has assessed the digital capabilities of leading UK insurers, focussing on where digital enhances the customer experience.  As insurers have embraced the move from an analogue to digital world, Altus’s research has further evolved to cover increasing features that customers are using in other industry verticals. 

The 2022 research reflects the changing landscape of technology and customer expectations, as the DigitalBar capability scores are weighted accordingly. 

The DigitalBar rankings will not be static - it is expected that Insurers will move up and down the rankings depending on how they have implemented and embraced technology innovations, and consequently, an insurer at the top of the rankings whose journey hasn't changed, may be leapfrogged by other insurers who have developed new capabilities. The league table will expand as new brands enter the rankings and more journeys are published.

Our overall DigitalBar score is broken down by 4 key areas of the Insurance Customer value chain:

• Quote – can I get a quote and buy a policy online through a direct channel
• Policy Servicing – can I manage my policy online, view documents, renew, make changes
• Claims – can I claim online, track and manage my claim, use of new technology to prevent or support putting right
• Customer Engagement – can I contact my insurer through a digital channel

Additionally, as the DigitalBar has expanded we have included reference to Product-Specific digital elements, including connected technology, multiple products and more – all showcasing an Insurer’s digital flexibility for a customer. 

Within each of these areas, the scoring is broken down into different sub-sections, rolling up to 100 overall.  With our focus being on the use of digital technology to enhance customers’ experience, our scoring and ranking tables enable you to easily see the digital landscape of Personal Lines Insurance in the UK market.