Capital Markets Day 2019

Our Capital Markets Day was hosted on the 21st November 2019.

The event included presentations from our CEO Penny James, CFO Tim Harris, Mark Evans, Director of Marketing and Digital, Kate Syred, Director of Home and Partnerships, Gus Park, Director of Motor, Underwriting and Pricing and Harj Johal, Director of Customer Operations.

Hosted in our flagship contact centre in Doncaster, our visitors experienced first hand the energy and enthusiasm of our people and their passion for serving our customers. 

View Q3 Trading Update and Capital Markets Day

View the full presentation below:


Leveraging our customer focus with new technology

Direct Line Group is on an ambitious transformation journey, delivering technology and organisational change to increase the competitiveness of the business.

In this presentation our CEO Penny James outlines the Group’s new vision, purpose and strategy. Penny explains how the Group will turn its potential into growth through combining our customer focused philosophy, strong brands and technology by becoming a simpler, leaner and more agile organisation with the aim of establishing DLG as the most successful business in our chosen markets.

Delivering our ambitions

Direct Line Group has a track record of delivering outstanding service to our customers and delivering strong returns to shareholders. Built on a robust balance sheet, we see real potential in the future as we look to simplify and develop a lean and more agile business.

Cost management is critically important to the sustainable success of the Group. The significant investment in technology is justified partly by the opportunity for growth but underpinned by the belief that it will lead to our cost base becoming more competitive leading to greater sustainability of the business model.

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Capital and Balance sheet management: Strong position and multiple levers

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Costs: Reducing our spend and improving the expense ratio

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The changing shape and quality of our earnings: continue to grow current year profit

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Growth potential: Liberate, innovate and grow

Giving customers peace of mind

Customers are at the heart of everything we do. We need to offer them outstanding customer service, while making insurance personal, inclusive and really easy for them to manage. 

To do this we have developed our six customer pillars that drive this ‘Customer First’ focus throughout the entire business. By understanding our customers’ needs we can manage their expectations and earn their trust. We can continue to develop propositions that are relevant in today’s world and differentiate us from the rest of the market. 

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The customer is at the heart of everything we do

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Our customer focus drives strong commercial outcomes

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Our strong brands support our vision and purpose and our ambition to win in direct and PCW channels

Doing the right thing

Direct Line Group has always worked tirelessly to earn our customers’ loyalty. Our aim is for customers to value the protection, service and security our products offer, being clear about pricing and ultimately giving people numerous reasons to stay with our brands. 

In this presentation Kate Syred, Managing Director of Household and Partnerships, discusses the Group’s response to the FCA’s Market Study on General insurance pricing practices, including the actions we have taken since establishing our own pricing review process in 2014.

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We care about our customers and implemented our conduct pricing framework in 2014

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We worked closely with the ABI to develop industry principles and action points (GPAPs)

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We are actively engaged with the FCA on proposed remedies and support a level playing field

Using data, scale, skill and insight to deliver value to customers

Thanks to our history we have an established position in the UK general insurance market, with a vertically integrated business model that gives us real scale advantages matched with a breadth of expertise. The data, insights and skills we possess puts us in a strong position to keep delivering excellent products and outstanding experiences for customers.

When coupled with our strong brands, we see a real opportunity by increasing the speed at which we deploy our pricing models and by extending the use of both primary and third party data to enrich our pricing to win more customers from our competitors.

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Our long-standing scale gives us unique data assets and we have deep technical expertise in our core markets

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Legacy systems have constrained the speed of implementation and level of sophistication involved in complex pricing changes

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Our new systems and pricing engine will enable us to successfully compete through faster, more accurate pricing