Growth in motorists managing their insurance policies online

Junction, BGL Group’s insurance partnerships business, is reporting a significant trend in people taking control of their insurance. One year on since rolling-out Online Self-Service for customers across its partner brands, Junction has seen a huge surge in usage.

Junction first introduced Online Self-Service for customers in 2010, so that they could manage their payments, view and update their policy details and download their documents via a secure internet portal, eliminating the need to call in to a contact centre.

Online Self-Service was extended across Junction’s partner brands, including Post Office, Co-operative Insurance (for its eco-insurance product) and RAC, in summer 2013. Since then, customers registering with the service have escalated by 50 per cent to over 1.5 million.

Gary Elliott, Associate Director for Business Development at Junction , said: “We’ve seen a massive increase in the number of people taking control of their insurance online, much like they do with internet banking. The rise is the result of our drive to raise awareness, a vital part of which was least making the registration and sign-up process easy. We are working hard to exceed customers’ expectations when it comes to Online Self-Service.”

Junction has seen up to 20,000 online transactions completed every month. On average 95 per cent of online customers are registering with Online Self-Service.

Customers are using Online Self-Service to obtain quotes for changes such as potentially switching to a new car. The convenient, 24/7 service gives customers greater control and helps reduce the number of calls into contact centres and. To access the self-service centre, customers simply visit the website of their insurance provider and register with their email address and a secure password.

Gary Elliott added: “Customers are enormously positive about Online Self-Service, particularly around the ease of use and speed to complete transactions online. Their feedback has further improved customer journeys to make them even more simple, fast and effective.”