Mark Andrews, domain director general for insurance at Altus, said the established insurance providers are engaged in digital transformation, re-platforming and legacy IT modernisation, but “they are still behind other industries in building truly customer engaging propositions that customers look forward to getting involved in”.

He said research of the top 20 motor and home insurance brands’ websites found most IT investment has thus far been made around quoting engines. He said that while 90% could offer a fully self-service quoting experience, there was little post-sale service.

To investigate the full post sales service see "The Claims Director"