Insurance claims transformation case study
$213M in benefits. Claims 30 to 40 percent faster.
A leading global insurer set out to modernise its claims operations, standardise processes across regions and give customers a single digital claims experience, without disrupting day-to-day claims handling. Transformativ designed and led the multi-year program end to end with a team of more than 90. It delivered $213M in benefits, cut cycle times for target claim types by 30 to 40 percent, and put an end-to-end digital claims journey in place globally.
in benefits delivered
faster claims cycle times for target claim types
person transformation team
end-to-end digital claims journey, with an uplift in customer NPS
One claims operating model, consistent across the insurer's major regions.
A global insurer with claims processes that varied by region
The insurer ran claims on disparate legacy systems, manual workflows and practices that differed from region to region. That inflated costs, slowed resolution and gave customers an uneven experience. The insurer needed a single digital claims experience and one globally consistent operating model, while claims kept being handled every day.
How do you transform claims globally without disrupting claims handling?
The program had to change systems, processes and ways of working across multiple regions while the claims operation kept serving customers.
- A fragmented landscape: regional variations in process and technology.
- Customer experience gaps: slow handling and too few digital channels.
- High operating costs: manual processes, duplication and swivel-chair work.
- Adoption risk: claims teams in several regions had to adopt new systems and new ways of working.
- Local compliance: global standards had to accommodate each region's regulatory requirements.
What Transformativ did
Designed the program and owned the benefits
Acting as product and technology director, Transformativ designed the program, stood up delivery across continents, and owned benefits, risk and vendor strategy from inception to rollout. Four streams ran the work: digital lodgement and tracking, payments automation, operational excellence, and supply chain, each with objectives tied to NPS, cycle time, leakage and expense ratio.
Scaled agile across regions
A scaled agile framework ran quarterly planning increments, with release trains synchronised across regions and communities of practice for design, data and engineering.
Digitised and automated the claims journey
A unified digital journey from lodgement to status to resolution, straight-through processing for simple claims, and automated payments for low-value cases, freeing claims staff to focus on complex claims.
Modernised data and piloted AI
Data pipelines and analytics were modernised, priority services moved to the cloud, and AI was piloted for motor damage image recognition and fraud propensity.
Standardised the operating model and brought people with it
Claim categories, workflows and service levels were standardised across regions while accommodating local compliance, and a single platform view cut swivel-chair effort and errors. Role-based training, change champions and hypercare supported every new journey.
$213M in benefits and a globally consistent claims model
The program delivered $213M in realised benefits, through efficiency gains, better claims outcomes and loss reduction. Cycle times for target claim types improved by 30 to 40 percent, customer NPS rose, and an end-to-end digital claims journey was implemented globally.
- Benefits: $213M realised.
- Speed: 30 to 40 percent faster cycle times for target claim types.
- Customers: an end-to-end digital claims journey, with an uplift in NPS.
- Consistency: one global operating model, enabling better analytics and staff productivity across regions.
Lessons for insurance claims transformation
Four lessons from this program apply to any insurer transforming claims.
- 01
Claims are the insurer's moment of truth.
Changing claims moves cost, customer loyalty and brand trust at the same time.
- 02
Scaled agile works globally with strong governance.
Quarterly planning and synchronised release trains gave speed without losing control.
- 03
Adoption decides the result.
Digital tools and analytics paid off because training, change champions and hypercare were built in from the start.
- 04
Standardise globally, respect local rules.
One operating model across regions worked because it accommodated local compliance.
Common questions about insurance claims transformation
An insurance claims transformation modernises how an insurer handles claims end to end: the systems, the processes, the operating model and the customer journey from lodgement to resolution. In this program it delivered $213M in benefits and cut cycle times for target claim types by 30 to 40 percent.
Agree common claim categories, workflows and service levels, build them into a single platform view, and leave room for each region's compliance requirements. Scaled agile planning across regions keeps the change moving in step.
Run the change in streams with clear business objectives, deliver through synchronised quarterly releases, automate the simple claims first, and support every new journey with role-based training, change champions and hypercare so day-to-day claims handling continues.
Services involved
Know where your program stands before the next dollar goes in.
Five minutes. A scored baseline against twenty years of programs.
Figures are stated as at the time of delivery.