Auto and General (A&G) is an insurance company with big dreams. Part of the international Budget Insurance group, A&G is headquartered in the UK, serving over 9 million customers from 31 offices around the world. The Australian operation, which employs over 1,000 people, was established in 2000 to ‘give customers smarter solutions to safeguard a brighter future’.
This philosophy is working, and today hundreds of thousands of customers rely on A&G for their car, home and contents, life, income protection, and travel insurance products, which are sold directly or white-labelled through well-known brands such as Budget Direct.
A&G’s success is driven by a focus on every step of the customer journey, identifying friction points that might impede business performance and user experience. A friction point could be a flawed process, slow load times, or a consistent failure in a web page on a certain browser. The company realised that improving the performance of its full technology stack—the hardware, applications, the web interfaces—was crucial to improving the digital customer experience.