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22.11.2018

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    Fair Claim Commitment

    Direct Line Insurance

    If a customer needs to claim for something where none of the blame lies with them, such as their car being hit whilst parked, if they’re insured with Direct Line they can claim and their No Claim Discount (NCD) is safe.

    What customer problems did you set out to solve?

    Through research we identified that customers do not think they should be financially impacted for an incident that is not their fault. Customers take pride in their number of NCD years and understand the long term financial implications of losing it. So, losing it for something that isn’t their fault feels extremely unfair. They believe protecting them when it’s not their fault is at the core of what their insurance is supposed to do.

    What differentiates your proposition from other offerings in the market?

    Most insurers cover customers who’ve had an incident that isn’t their fault, by repairing or replacing their vehicle, but as there is no third party to reclaim the costs from the insurer records it as a fault claim, impacting the customers NCD. Some when the customer has been hit by an uninsured driver wont’ impact their customers NCD.

    Our Fair Claim Commitment is unique. We are the first insurer that won’t impact a customer’s NCD for claims such as, hit whilst parked, fire, theft, pothole damage, uninsured and vandalism damage. So, our customers can claim for incidents that clearly aren’t their fault as we keep their NCD safe! We are delivering a product that works how customers expect it to.

    What impact has the proposition had?

    It’s too early to understand the full impact however circa 10,000 customers have benefited from the proposition, so have had no impact on their NCD, and early signs showing a 27-percentage point increase in NPS of those 10,000 customers.

    What’s next for your proposition?

    Our integrated marketing and customer campaign will continue as will monitoring the proposition. A full review will be completed focusing on ensuring that our customer first thinking is being delivered, it’s working how it should be and eligible customers continue to benefit from the proposition.

    Find out more here.

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