Direct Line Group is one of the biggest and best-known insurance companies in the UK. The Direct Line brand was founded in 1985 with an innovative business model based around cutting out the middle man, insurance brokers, and interacting directly with customers via the phone. Today the Direct Line Group has expanded to 10,000 employees working for various big name brands including Direct Line, Churchill, Privilege and Green Flag. Its core business is still conducted via the web and phone, with a mission to make insurance much easier and better value.
A vital step
Direct Line Group identified payments early on as a key element to get right to stay ahead of its rivals, in what is a highly competitive market, and has been working closely with Worldpay over the last fifteen years to achieve this.
The firm has always been keen to focus on excellence in customer service rather than be dragged into a race to the bottom for insurance premiums. That’s why fast, efficient payments were a must to ensure customers go away happy, according to Glover.
Direct Line Group also wanted a valued partner that could provide a payments platform with the flexibility to support recurring as well as one-off payments. It had to be a provider with excellent 24/7 support to help with any operational issues and one with a tried-and-trusted approach to fraud prevention.
Worldpay is a key strategic partner for us, boasting a strong industry track record and a reliable, secure platform for accepting our web and phone-based transactions.Trevor Glover, Payment Relationship Manager
Bringing a high level of service, innovation and security
Impressed by its industry track record and the strength of its offerings, Direct Line Group chose the Worldpay Online Payments Gateway to support all phone and web-based transactions.
The Online Payments Gateway accepts all major credit and debit cards and features a Virtual Terminal; a web-based portal allowing firms to take secure payments over the phone. The platform is fully PCI DSS compliant and in addition to this provides a fraud tool. Taking payments is as easy as 1-2-3 and recurring transactions can also be set up for customers. There’s no joining fee, excellent 24/7 support and flexible pricing packages to suit any business.
Worldpay now processes 9 million transactions for Direct Line Group annually.
A digital dividend
Direct Line Group’s digital staff have benefitted particularly from the platform’s hosted payment pages option, where card processing is managed by Worldpay for quick, simple and secure transactions.
“Because we have so many brands, it’s good to have a dedicated resource in Worldpay to help our staff develop systems and get the card infrastructure in place well,” says Glover. “When we use the hosted payment pages, it saves our digital team a lot of development time. We did this with the launch of our new small business insurance offering.” Direct Line Group has also been impressed with the level of support it has received with Worldpay.
“It’s not just down to price, but someone you can work with; a provider that’s on hand to keep us informed of any new product developments and how we would benefit from these, as well as help us with any ongoing operational issues such as fraud,” Glover explains.
“Our working relationship is so good that we collaborate very closely to iron out any issues swiftly. That’s a major part of my role and having someone there to help is priceless.”
Leading from the front
Going forward, Direct Line Group will be looking to utilise Worldpay’s Risk Guardian offering to further reduce fraud, and also has its eye on Your Marketplace. This revolutionary big data analytics tool from Worldpay can give businesses like Direct Line Group a granular insight into their customers’ shopping behaviour to help them make better business decisions and transform operations.
Fast, secure payments will continue to be a major part of Direct Line Group’s value proposition, especially given the relatively labour intensive nature of some insurance policy sales, says Glover.
“The majority of customers, particularly with car insurance, have to complete so much info, the final step in the process is the payment and that’s the one thing that might stick in their mind if it’s a bad experience,” he says.
“This last part has to go as smooth as possible, and it does with Worldpay who are playing a huge part in shaping our payment strategy, enhancing and future proofing our payments platform for decades to come.”