AA Insurance Services’ move to CDL a ‘win-win for brokers and consumers’

CDL chief executive Nigel Phillips has said AA Insurance Services moving over to its Strata platform is a “win-win” for brokers and consumers.

The move, which was announced earlier this month (3 August 2023), will see CDL boost AA Insurance Service’s digital capabilities, such as enhancing the customer journey and providing access to a contact centre.

This will be achieved as part of a phased programme, which will also see around 2m car and home policies be transferred to Strata.

Phillips said the move came following a “rigorous tender process and discovery phase” that provided CDL ”the assurance that we have the credentials to meet the AA Insurance’s strategic objectives”.

In turn, he said that the migration would see CDL support the firm’s transformation agenda.

“This is a win-win for brokers and consumers,” Phillips told Insurance Times

”Contact centre agents are able to handle more policies and focus on high quality work, while consumers enjoy a faster, more convenient and often more elegant user experience.

”It can also lead to lower premiums as brokers look to pass on savings and offer more competitive propositions.”

Deployment

The Strata platform, which is mainly used in the personal lines sector, also provides customers with their own self-service portal where they can make any mid-term changes to policies and where all policy documentation is stored.

Other firms have also gone live on the platform, such as Sabre Insurance and Ageas.

Earlier this year (11 July 2023), Sabre announced that its direct private car and van brands, Go Girl and Insure 2 Drive, would migrate to the platform, while Ageas said in April that it would move to provide auto direct customers with the ability to fully self service their insurance policies.

Phillips noted that CDL had worked hard to “accelerate speed of deployment”, meaning new customers can setup quickly on Strata. 

And with the platform being cloud-hosted on Amazon Web Services, he said that it enabled CDL to work with customers on their digital roadmaps and deliver a level of future-proofing.

“We are seeing significant demand from high volume insurance retailers for a number of reasons, not least the fact that we’re able to support them to save costs through operational efficiencies, including greater automation and self-service facilities,” Phillips said.

Steve Martin, programme director at the AA, added: “The key goal of establishing the CDL platform within our insurance business, aside from enabling a great customer experience, is to provide a strong platform which enables swift exploration, innovation and delivery, coupled with efficient and effective support and maintenance.

“A major driver for us was the ability to add breadth and depth to our product range, with the combination of real time business intelligence and ease of data integration creating new possibilities when it comes to identifying gaps in the market and responding swiftly.”