Insurance customers have thrown caution to the wind and become much more “digital savvy” in the wake of the coronavirus pandemic, looking to log both complex and straightforward claims online – Direct Line Group’s managing director for claims Jessie Burrows says the insurer has responded by accelerating its programme of self-serve models in order to meet customer demand.

Prior to the Covid-19 pandemic taking hold, DLG had plans to deliver numerous self-serve programmes across its personal line products, to enable customers to register home, travel and motor claims online – although this work was originally scheduled for June, the firm fast-tracked the project to launch its self-serve capability in early April instead, responding to how Covid-19 had changed customers’ lifestyles and their communication preferences. Burrows adds that the pandemic has “forced everyone to be a bit more digital”.

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