Home & Motor Insurance Company
Here's how our consultant reduced the time to process motor claims by 35%
Our client was going through a process of internal Agile transformation
When our consultant arrived our client was going through a
process of internal Agile transformation. The client's systems
for processing claims had been custom built over 20 years ago
with a now outdated code stack. As you might expect the
knowledge to update and maintain these systems had largely been
lost over time.
Our client wanted a solution which would provide them with a faster, scalable and automated claims processing system which could integrate seamlessly into existing databases and APIs, reducing the impact of downtime on customers. Our consultant was brought in as Product Owner and tasked with leading a cross functional team of developers and business analysts, new to Agile ways of working, to deliver the claims transformation project.
Following a thorough vendor selection process a third party
Business Process Management (BPM) product was chosen to be
implemented which allowed the client to quickly spin up new
business process flows for processing claims while being able to
integrate seamlessly with existing APIs. The integration and
build of the new FNOL (First Notification of Loss) claims
journey was delivered 6 months earlier than projected by the
client when our consultant first arrived.
The solution allowed our consultant to redefine the entire
claims FNOL process and introduce efficiencies by streamlining
the user journey removing all but the most valuable questions
and automating manual interventions. Automated fraud prevention
checks were built into the process which helped reduce instances
of fraud. The time to process a claim was slashed by 35% meaning
more insurance claims could be processed daily without
increasing the number of call handlers.
Through Agile coaching, influencing and leading by example our
consultant also transformed what was a very waterfall team into
a high performing Agile scrum team releasing new features to
users multiple times a week.
Large UK Insurance Company
- Product Ownership
- Software Integration
- User Experience Design
- Vendor Management
- Agile up-skilling