Direct Line Insurance Group PLC Insight webinar on Claims (6984D)
30 Junio 2021 - 8:30AM
UK Regulatory
TIDMDLG
RNS Number : 6984D
Direct Line Insurance Group PLC
30 June 2021
DIRECT LINE INSURANCE GROUP PLC
Direct Line Group insight webinar on Claims
30 June 2021
Direct Line Insurance Group plc ('the Group') is today holding
an investor and analyst insight webinar, with members of the Claims
senior management team talking through the key elements of their
strategy.
Claims is key to the Group's vision, strategy and purpose
because it is the moment of truth in the relationship with our
customers. Our focus in claims is to balance four key
components:
1. Delighting our customers - we offer market leading
propositions and excellent customer service. This is reflected in
strong net promoter scores and drives commercial value through high
retention rates of around 80% in Motor and Home. Motor and Home
customers who claim from us are more likely to renew the following
year.
2. Handling claims efficiently - we have built significant
digital and automation capability and are targeting a 20% reduction
in our cost to serve by 2023.
3. Top quartile indemnity control - our scale and expertise
together with the ownership of DLG Auto Services enable us to
deliver better than market average claims costs. We believe we have
a 3% to 5% claims cost advantage compared to the average across the
market for Motor and Home, whilst delivering great service.
4. Innovating for sustainability - building on our existing
competitive advantages, our vertically integrated model means we
can address market trends early, such as increasing car technology.
For example we have already trained many of our technicians in
electric and hybrid vehicle repairs and have invested in ADAS
calibration tools to increase speed and reduce cost of repair.
In combination, these capabilities deliver strong customer and
commercial outcomes and provide a competitively advantaged
foundation as the Group progresses from technology transformation
into business transformation.
A recording of the event along with presentation materials will
be made available on the Investor relations section of the Direct
Line Group website.
For further information, please contact:
Paul Smith
Director of Investor Relations
Tel: +44 (0)7795 811 263
Will Sherlock
Group Corporate Affairs and Sustainability Director
Tel: +44 (0)7786 836 562
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