Digital insurance innovation of the year (with Zurich)
British Insurance Awards 2018
Outsourced partner of the year
British Insurance Awards 2018
“Ninety has accelerated our product development and launch beyond our expectations.”
Our 123 process enables insurance innovation, letting you explore every idea.
We test and learn, iterate MVPs, fail fast on weak ideas, and move to market pilots quickly for strong ones…
Zurich’s large commercial customers buy insurance to cover hundreds of vehicles, properties and risks under every policy. Thus far, these important customers had no way of seeing a simple, joined-up and up-to-date view of their policies and fast-changing claims data, having instead to rely on multiple paper documents, email threads, phone calls and IT systems.
We used our Change Different methodology to fast-track and trial Zurich’s pilot hypotheses. We used customers in our iterative, Agile process to prioritise features and design a clean, simple UI. Our team got the project off the ground with a cross-functional Zurich team. We embedded Scrum Agile, collaboration toolsets, did all UX design, and built the technology on our Athena RAD toolkit. After the 2-wk design sprint, we already had a pilot view of claims for our MVP pilot customers.
Zurich’s large commercial customers now enjoy a single view of all products, documentation and claims status. NPS rose in our pilot customers to +75, with 80-90% of users saying that we had considerably improved their experience of policy and claim management. Our users get answers faster, need to get in touch 50% less often, and are more likely to consider renewing with Zurich. The project is moving to scale.
Under the leadership of Mark Budd, Zurich’s Head of Innovation, and working with the core principles of our Change Different change model, the team won “Best use of technology to improve the customer experience” award at Insurance Times’ Tech & Innovation Awards. The application of our approach has been highly successful, and the business is scaling the platform to all customers.
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help. Having access to the open-source, cloud-based Athena platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.
Ninety’s 1-day MVP and 2-week MVP processes combined with our business opportunity and idea hypothesis to deliver a working pilot with unprecedented pace and rigour.ZurichHead of Consumer Distribution
Ninety brought us an outside-in approach to our digitalisation planning. They put the customer and their needs at the heart of strategy, and encouraged us to take small steps, testing and learning as we went. Incredibly, this helped us deliver a pilot omnichannel contact operation in a mere 2-week design sprint.AllianzCustomer Service Director
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help.Zurich InsuranceChief Digital Officer
Ninety worked with the Post Office to bring a new, customer-centric and Agile approach to our digital trading platforms. With 400% conversion uplift on one of our financial products, their approach worked wonders.The Post OfficeChief Marketing Officer
Ninety have brought an agility and appetite to change in our business, and they have helped us embed that as a culture in parts of our organisation. The result has been bigger changes more quickly than we would normally achieve, often exceeding our expectations and within our cost expectations as well.Co-operative InsuranceProducts, Pricing and Propositions Director
Our partnership with Ninety and Instanda has helped us break records. Ninety’s highly effective test & learn Agile methodology, customer co-design and digital collaboration toolsets combined with Instanda’s powerful cloud insurance platform accelerated our product development and launch beyond our expectations.Zurich InsuranceCustomer Interaction Projects Director
56 working days to take a new sophisticated proposition to market is a phenomenal achievement. With any other approach, it would have taken 3 or 4 times as long, and we’d probably still be working on it.Zurich InsuranceHead of Small Business Insurance
Ninety’s second-to-none expertise in insurance accelerated AXA Group’s lead management strategic framework and multi-market operational guidance on digital-originated business.AXARegional Digital Director, EMEA-LATAM
Having access to the open-source, cloud-based platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.Zurich InsuranceChief Digital Officer
We have been very pleased with the quality of work Ninety have provided for our self-serve strategy; for this reason, I strongly suspect we will be calling upon Ninety again down the line.LV=Group e-Commerce Director
Ninety’s Consumer Interaction Model helped us understand, for the first time, the omnichannel customer interactions across our motor insurance product lifecycle. It has pinpointed significant opportunities for us to work towards which will decrease our operational costs whilst improving customer satisfaction.Endsleigh InsuranceDigital Journey Manager
Our core speciality is General Insurance innovation and acceleration (both personal and commercial lines), but we service Life & Pensions, too.
We are a challenger model that seeks to bring together good business and social change. We are regulated as a social enterprise.
Our vision is to generate £1bn for social investment over a 30-year period.