Timely updates

Settling claims - Motor

Our claims transformation programme is improving the way we deal with customers, making it smoother and faster.

Our ongoing roll-out of ClaimCenter has passed the milestone of registering 1 million customer claims, as well as bringing Commercial and Italian motor claims onto the platform. All new customer motor and home claims for our Direct Line, Churchill and Privilege brands, as well as some of our partnership brands, are now handled through the system.

Over 1,000,000 claims on the new system

See more on how we deliver value through our business model

New offerings Weather response
Mechanic in a garage checking customer details

Improving our customers’
experience

We identified that providing timely updates during car repairs is a key challenge in our claims business and important to our customers.

A customer at home checking the portal

Therefore, to resolve this in our Motor business, our customers are now able to receive regular updates on when their car will be ready.

This transparency should give them peace of mind and, once active across our entire accident repair centre network, is expected to reduce call volumes and avoidable frustrations.

Direct Line Group employee takes a call in the call centre
Timely updates process explained from notifying us to having your key returned