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Hastings Direct, a UK insurance provider, faced significant challenges in delivering a seamless digital experience to its customers. As the global insurance market shifted towards digital offerings, Hastings Direct recognized that many consumers were encountering outdated processes, such as having to call for claims or policy changes, which could lead to customer dissatisfaction and potential drop-off. To address these issues, Hastings Direct aimed to become the best and biggest digital insurance provider in the UK, focusing on enhancing customer transactions and experiences. To achieve this ambitious goal, Hastings Direct partnered with EY to embark on a multi-year strategic change initiative aimed at mobile-first digital transformation. This collaboration built upon their existing relationship, which included the implementation of the Guidewire InsuranceSuite and migration to a new insurance platform. The transformation involved not only upgrading technology but also rethinking customer journeys to prioritize self-service and ease of use. Key actions included migrating to the cloud, enhancing data management, and upgrading core platforms to support digital customer interactions. The results of this transformation were significant. By 2021, Hastings Direct had over 3.1 million active policies, and customer satisfaction improved markedly, with more users successfully completing transactions online. In January 2022, Hastings Direct achieved the distinction of being the highest-ranked insurance provider in the finance category on the App Store. Digital adoption surged, with 350,000 unique mobile app users each month since December 2021. Additionally, internal development teams experienced efficiency gains of over 40%, enabling Hastings Direct to further enhance their service offerings. Looking ahead, Hastings Direct and EY continue to collaborate on digitizing servicing journeys, including the introduction of comprehensive FAQs and chat support, which aim to bolster consumer confidence in digital transactions. The partnership has proven fruitful, with Hastings Direct extending its relationship with EY to further innovate and adapt its offerings, ensuring that technology remains at the core of its customer proposition.
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