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Leading insurer: Developing a digital strategy to transform the claims function

Accenture helps a leading insurer envision and implement an innovative digital claims management capability


Accenture helped a leading European insurer achieve its digital claims vision. In addition to developing an end-to-end claims strategy, Accenture established a four-year roadmap, defined a new operating model, implemented a new technology platform (complete with many digital solutions), and industrialized new target processes. The result: cost savings and improved customer satisfaction.


Business Challenge

The client recognized that digital solutions held great potential for improving how it managed non-life claims services. Specifically, the company believed that by adopting a digital strategy, it would be able to leverage innovative features to improve customer satisfaction, reduce operating costs and achieve a competitive advantage. For help in envisioning and developing a next-generation claims management capability, the insurer turned to Accenture. Several factors influenced this decision, including Accenture’s deep knowledge of claims, worldwide reach, and field tested ability to craft a leading-edge, end-to-end solution.

How we helped

To help re-invent the insurer’s claims management capabilities, Accenture worked closely with its Property and Casualty (P&C) leadership team to:

  • Analyze and benchmark the maturity of the insurer’s existing capabilities.

  • Define the target processes, operating model and applications required to help achieve the client’s vision for digital claims services.

  • Develop a four-year business and IT transformation roadmap and business case.

Additionally, Accenture supported the implementation of digital claims services by defining the high-level requirements for each program initiative and working with the client and third-party technology vendors to secure digital “quick wins.”

Throughout the four-month project, the team relied on Accenture’s industry knowledge, assets and tools to maintain the project’s pace and deliver the strategy, roadmap and results.