Client
Large UK insurance group
Sector
Financial Services
Engagement
Process redesign, workflow orchestration and data integration
The challenge
What the client needed
Manual claims triage and fragmented systems caused avoidable delays, leakage and poor customer experience.
Our approach
How we worked
- Prioritised claims journeys by customer impact and operational cost.
- Introduced rules-driven orchestration with clear human-in-the-loop controls.
- Connected policy, claims and fraud systems through API-led integration.
- Defined measurable service KPIs tracked weekly by operations leadership.
Outcomes
Measured results
All details are anonymised in line with our standard confidentiality terms.
- Straight-through processing increased by 34 percent in targeted claim categories.
- Average claim cycle time reduced by 41 percent.
- Operational leakage reduced through better fraud and exception controls.
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