Hastings Direct is a multi-award-winning business and one of the UK's fastest-growing insurance providers. Started in 1997 and built on legacy systems and legacy thinking, digital transformation was part of their ambitious 3-year plan. We partnered with Hastings Direct after a rigorous RFP process, joining three other well-known agencies as partners for success. Our objectives were simple; first, increase conversion on their new business acquisition journey from price comparison websites (92% of YoY business); next, positively impact income per policy through ancillary sales; and last but not least, help launch their Multi Car digital proposition online.
After helping Hastings Direct with their customer acquisition channel, we turned our attention to their app. They have over 2.3 million customers using their app to access their accounts, make changes and start or track a claim. As part of their digital transformation efforts - including brand enhancement and repositioning - we were tasked with taking their app to the next level. Our objective was to enable them to reduce contacts to the call centre, accelerate digital adoption, and increase the number of live policies per customer and lifetime value. We did this by tackling telephony digitisation tasks, completing redesigns, and creating new value propositions.
