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 Precisely came in. Business challenge “Our home insurance product is modular, to enable customers to select the coverage options that best suit their needs,” explains Katrina King, Director of custo

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