Pitney Bowes Case study: Direct Line 1 of 2 Case study UK insurance industry’s “fixer” develops effective remedy to simplify coverage. Overview When Direct Line launched in 1985, its goal was to cut out the middleman. As the first UK insurance company to sell car insurance directly via the telephone, it built a business model around the direct delivery of insurance products. Now one of the largest insurers in the UK, Direct Line continues to focus on direct communication and to ensure that customers are fully informed about their policies. One area of continued focus is making their renewal documents as clear as possible so that customers can make appropriate purchases; this was where personalized video and Pitney Bowes came in. Client profile Direct Line directline.com • One of

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