Insight chief exits Direct Line Group

Insight chief exits Direct Line GroupDirect Line Group – which includes the brands Direct Line, Churchill, Privilege and Green Flag – has been forced to overhaul its senior marketing team following the exit of chief customer officer Darrell Evans.
Evans joined the company in 2009, when it was RBS Insurance, and sat on the executive committee. He was responsible for leading the distribution and customer strategy across all channels and customer segments, including the insight team. It is not known whether he has another job to go to.
Evans is to be replaced by delivery director Bob Heap, who becomes best for customer programme director. Heap was previously director of claims transformation between August 2010 and July 2012.
A Direct Line Group internal memo said: “Darrell Evans has decided to leave Direct Line Group. A few days ago Mike Holliday-Williams notified the personal lines business about Darrell’s departure and the transition of his accountabilities to Bob Heap, who assumes the role of best for customer programme director.”
On LinkedIn, former Lloyds Bank insurance head of customer insight Paul Laughlin commented: “Troubled times for Direct Line, I hope some of their great people in customer insight can step into the gap and lead their customer programme from insight.”
Set up in 1985 by Peter Wood and Martin Long as the insurance division of The Royal Bank of Scotland Group, Direct Line pioneered telephone-only insurance in the UK. Synonymous with the red phone on wheels branding, the firm’s most recent ad campaign features Harvey Keitel (pictured) reprising the role of Winston Wolf from Pulp Fiction.
In October 2012, RBS sold a 30% share of the business in an IPO, and a further 17% in March 2013, reducing its holding in the business to 48.5%. RBS sold a further 20% in September 2013, and is due to sell the remainder of its holding this year.

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