Luxembourg’s overall score was 36.6 out of a possible 100 points, placing it at the bottom of the rankings, in a digital insurance assessment conducted by Sia Partners, a global management consulting firm. Sia carried out its third edition of its benchmark between May and September 2023, evaluating the digital customer journey in non-life insurance insurers. It examined 112 companies from 13 countries.

Insurance companies from the Netherlands were the best rated, taking the Netherlands to the top with an average score of 75.1, while France and Belgium ranked sixth and seventh, with scores of 59.5 and 56.8, respectively.

Methodology

The benchmark targeted the digital experience from a prospective user’s viewpoint, utilising mobile devices to navigate both websites and applications, where available. It encompassed both car and home insurance, aiming to identify the best digital service provided either through an application or a web platform. The methodology used in this study involved a scoring system of over 50 criteria, addressing five key steps of the customer journey, including both functionality and user experience aspects, elaborated Sia Partners.

Globally, the highest ranked insurer was the British firm Admiral with a score or 87.0.

Luxembourg

Within Luxembourg, four major companies--Axa, Bâloise, Foyer and Lalux--were included in this assessment. Of these, Axa scored the lowest with 23.3, while Bâloise emerged as the relative standout performer, achieving a score of 57.4. Foyer recorded an overall score of 37.5, and Lalux scored 28.1.

Notably, Bâloise was the only company in Luxembourg to score points in every assessed category. In contrast, Sia noted that in a modern digital insurance landscape where price simulation is considered an essential service, Axa was the only insurer among the four that did not provide this feature.

An Axa Luxembourg representative declined to comment when contacted by Delano.