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Services of interest

Arthur D. Little

Arthur D. Little has been at the forefront of innovation since 1886. We are an acknowledged thought leader in linking strategy, innovation and transformation in technology-intensive and converging industries. We enable our clients to build innovation capabilities and transform their organizations. ADL is present in the most important business centers around the world. We are proud to serve most of the Fortune 1000 companies, in addition to other leading firms and public sector organizations. For further information, please visit

Direct Line integrates tool for claims transformation

In Action Summary


Direct Line’s Building Estimating Tool reduces the human element and brings more accuracy to claims adjustment

As part of its claims transformation programme, Direct Line has equipped its Home Insurance loss adjusters with a pre-loaded estimating tool containing contractor cost information on 800 line items. This allows the loss adjuster to estimate the required work on the spot and to provide customers with clearer, faster information. The customer can then either settle the claim for cash, or use Direct Line’s contractor network, at their choice.

Historically, accurate and consistent estimation has depended largely upon the loss adjuster’s experience, interpretations and decision-making. This tool enhances the efficiency, quality and credibility of loss adjusters. With cost information on 800 line items, the estimating tool reduces the human element in the estimation process, minimising errors and creating value for both customers and the insurer. The speed, accuracy and scalability achieved in the process also helps Direct line build trust and win more customers.



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