CASE STUDY: Claims Transformation
Context
A UK Personal Lines insurer was midway through its multi-year transformation programme. A key element of the programme was to transform its claims operation and implement a new claims platform (initially for Motor), but this was experiencing a number of challenges including:
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Scope and cost estimates exceeded budget and time-line requirements
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The programme team was still forming and struggling to get traction
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Certain parts of the implementation were off-track e.g. digital self-service solutions, integrations to external parties, business readiness, core platform build
What we did
A Camelot Expert was brought in as the Programme Director to specifically turnaround the claims element of the wider transformation programme. The actions taken included:
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Slimming down the number of senior consultants engaged to reduce burn-cost
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Recruiting specific digital and automation capability leads to strengthen the programme team
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Enhancing programme governance, establishing a weekly Design Authority to organise and prepare key Business Architecture and System Architecture decisions
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Revising the scope into pre-MVP (Minimum Viable Product), MVP and ‘value-drop’ phases to focus effort and enable launch on-time
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Coaching Product Owners in benefits of MVP prototyping, backlog management, business justification and scope-creep
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Introducing waste-identification tracking and improvement actions (based on manufacturing ‘QOS’ [Quality Operating System] method) to improve software sprint productivity
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Re-invigorating business readiness and communications work to better prepare operations teams for the new platform and changes involved
Resulting Business Benefits
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The Motor claims solution was delivered on-time to support the new product launch
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30% efficiency benefits
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2% claims indemnity spend benefits
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Using the approach taken for Motor, the Home Claims solution was implemented within 12 months and under budget
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As a result of the successful turnaround, resource from the Claims programme was redeployed to other workstreams where Claims practices were replicated in other parts of the programme
