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Digital Customer Experience Study: UK Personal Lines 2020

January 2021 

Digital general insurance shopping is a highly competitive landscape, rapidly shifting to meet dynamic consumer demands and preferences. UK insurance shoppers have increasingly turned to online sources of information while making their purchasing decisions. This means that providing an effective and compelling digital customer experience is crucial.

ACORD’s Best Digital Customer Experience Study screened and assessed the websites of nearly 1,200 carriers, brokers, and aggregators on the digital experience they deliver to online insurance shoppers. The study identified top performers as well as common threads in their strategies and capabilities.

This edition includes updated data and insights through the end of 2020. ACORD R&D strategic reports are available free of charge to all ACORD members.

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