A multi-channel insurance business transforms its claims organization

Claims is where customers judge an insurer. The organization could not simply cut cost or standardise without risking service and regulatory exposure.

We redesigned the claims operating model around customer segments, introduced structured triage and workflow, and built the capability of claims teams through embedded coaching rather than classroom training.

Claims handling became more consistent and faster on the measures the business cares about, with a material reduction in variation between offices. The work was designed to protect — and in places improve — the customer experience.