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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insurance market shifted towards digital offerings, Hastings Direct recognized that many consumers were encountering outdated processes, such as having to call for claims or policy changes, which detracted from the initial appeal of their online . To address this, Hastings Direct aimed to become the leading 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 mobile-first digital transformation. This collaboration built upon their existing relationship, which included the implementation of the Guidewire InsuranceSuite. The transformation involved migrating to the cloud, investing in data management, and upgrading their core platform to facilitate improved digital customer journeys. EY teams worked closely with Hastings Direct’s in-house digital hub to design customer-centric processes that prioritized self-service and simplified the sales journey. The results of this transformation were substantial. By 2021, Hastings Direct had over 3.1 million active policies and became the highest-ranked insurance provider in the finance category on the App Store by January 2022. The digital adoption rate surged, with 350,000 unique mobile app users each month since December 2021. Additionally, Hastings Direct's internal development teams experienced a 40% efficiency gain, enabling them to deliver better service and support to customers. The ongoing collaboration with EY has allowed Hastings Direct to continue enhancing their digital offerings, including the development of comprehensive FAQs and chat support, further solidifying their commitment to a frictionless customer experience.
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