Insurance

Insurance operations are under pressure from several directions at once. Pricing rules have changed how renewals work, outcome-based regulation asks insurers to prove that customers are treated fairly, and extreme weather brings sudden surges in claims. Many insurers still run separate systems for each product line, so a customer with home and motor cover may meet two quite different organisations.

Our work usually starts with the claims journey. We follow real claims from first notification to settlement, measuring every contact, handoff and wait. The pattern is familiar: customers call to chase progress, suppliers wait for authority, and simple claims queue behind complex ones. We help insurers separate claims by complexity, give frontline handlers the authority to settle more on the first call, and rewrite the letters and messages that generate most follow-up contact. Renewals, mid-term changes and complaints get the same treatment.

We also help insurers plan for peaks. A surge model that links weather forecasts to staffing and supplier capacity can make the difference between a difficult week and a lost quarter. Clients typically see claims cycle times fall by 30 to 50 per cent on redesigned journeys, repeat contact fall by a quarter or more, and a clear improvement in complaint numbers within a year.