Zurich Insurance, a leading UK general insurer, recently introduced Matrix 360 across its Retail Proposition team. The team was looking for a more efficient way to benchmark its products, identify opportunities for improvement, and meet regulatory expectations under the Consumer Duty framework.
In the words of Luke Allen, Retail Propositions Specialist at Zurich Insurance, onboarding Matrix 360 wasn’t just a software upgrade — it was a shift in how the team approached insight gathering:
“It’s genuinely been refreshing to feel that the Defaqto team really listened to our requirements, and that’s reflected very well in the platform. It’s great to have something tailored to our needs, not just an off-the-shelf solution.”
Moving beyond anecdotal competitor insight
Zurich needed to move beyond anecdotal competitor insight, slow data-gathering processes, and reactive reporting. The team wanted to:
- Benchmark product propositions quickly and accurately;
- Provide fair value evidence for annual product reviews;
- Identify competitive gaps and strengths across multiple products; and
- Share consistent intelligence across internal teams.
Matrix 360 is now helping them do just that — by providing live visibility of market movements and enabling teams to self-serve insight without relying on third-hand information or manual analysis.
Improved efficiency and speed of insight
Zurich’s Retail Propositions team was asked to support a tender by identifying areas where Zurich's SME product suite exceeded the competition. What would previously have taken days to pull together was turned around in a matter of hours.
“The team were able to use Matrix 360 to support on a vital piece of work and an incredible number of insights were delivered in such a short time. This contributed to us putting together a comprehensive response to the tender and ultimately securing the business,” said Nikki Lidster, Head of SME & Trading, Zurich Insurance.
A clearer view of market dynamics
Matrix 360 is helping Zurich eliminate ambiguity in competitor analysis.
"In my previous role, we were reliant on second-hand information from brokers and underwriters about competitors ... you could never get the full picture. Matrix 360 removes that game of hearsay entirely. I can go in and look directly at our competitors’ products and create a timeline of changes using the Market Changes feature — it’s extremely useful.”
Luke Allen CERT CII
Retail Propositions Specialist, Zurich Insurance
Internal collaboration and business enablement
Matrix 360 is also gaining traction across different functions. Rory Stuart, Retail Proposition Consultant, shared how it’s being used beyond the core proposition team:
“We’re often asked to support Underwriters during Market Reviews, Sales teams on new business applications, and the Senior Leadership Team during product reviews. Matrix 360 enables us to pull together powerful, targeted insight to support all these requests. The feedback so far on what we’ve shared — and what’s still to come — has been really positive.
“One of the main challenges we had was the time required to take raw data, identify specific themes, and present this in a smarter format. Matrix 360 is going above and beyond in that regard — the widgets are impressive.”
A new way of working
Since adopting Matrix 360, Zurich has:
- Improved its ability to respond quickly to internal and external requests;
- Strengthened its evidence base for Consumer Duty reviews;
- Expanded visibility of market dynamics and product shifts; and
- Begun internal demonstrations to encourage further rollout.
As Zurich continues to embed Matrix 360 into its workflows, more teams are seeing the value. The tool’s role in regulatory support, competitor analysis, and proposition enhancement is expected to grow — with internal champions now advocating for wider adoption.
Matrix 360: find out more
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