Case Study
Ensuring excellence with agile operations
European insurer taps into analytics, automation and expert talent to cut debt by $53M and boost customer satisfaction.
Challenge
Driving business growth and redefining customer experience by transforming insurance and finance operations.
For years, a European insurance company had Accenture manage its sales, service, claims, and finance and accounting operations. As the client intensified its focus on business growth, it saw an opportunity to take its managed services to the next level. Specifically, by moving to an intelligent operating model powered by data, intelligent technologies and talent, the company believed it could:
- Standardize surcharge rates for commercial policy renewals.
- Improve the accuracy of customer refunds—26% of refunds were incorrect.
- Improve collections from co-insurers, which are supposed to reimburse the company for their portion of claims.
- Reduce aged claims-related debt.
Such initiatives would not only improve customer experiences, but also free resources to reinvest in its growth agenda.
What Accenture did
Before moving to an intelligent operating model, the insurer expanded its managed service arrangement with Accenture to include core insurance and finance functions. The team then analyzed and mapped 100% of end-to-end processes to identify bottlenecks and reduce process fragmentation across personal and commercial lines of businesses, as well as all claims and finance functions. At the same time, changes were put in place to improve service quality and boost operational performance by leveraging automation and analytics.
Increase customer responsiveness
- Increase customer access to the insurer’s Webchat service channel by linking it to additional pages.
- Introduce new self-services features.
- Train agents on multiple products.
Minimize surcharge and refund revenue leakage
- Identify policies with incorrect surcharges and convert them to the right rate.
- Apply analytics and streamline processes to identify refund mistakes and system errors, thereby reducing revenue loss.
Improve debt collection
- Improve debt collections and close claims valued at US$10.2M by leveraging analytics.
- Reduce co-insurance debt by setting up new processes to prioritize claims, improve debt-collection and escalate issues.
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People and culture
The insurer is committed to creating a culture that is focused on providing fulfilling career paths. There is an emphasis on developing people and creating a collaborative environment where everyone works together to better serve their customers. The new intelligent operating model supports this environment by freeing up talented people from transactional tasks, so they develop skills in other areas and provide the leaders with better information on how the business is performing—ultimately enabling them to make better, faster decisions to ensure business sustainability.
Value delivered
The insurer has made great strides in reducing costs and improving revenues and customer experiences. With an intelligent operating model in place, it has:
$53M
Cut its debt nearly in half.
$78K
Reduced revenue leakage by $78K a month.
$125M
Improved collections to record levels of $125 million—contributing to a $13 million profit gain.
63%
Reduced aged claims-related debt by 63 percent and co-insurance debt by 55 percent.
+68%
Doubled its Net Promoter Score® from +32 to +68, achieving top-quartile performance in customer satisfaction.
24 to 1
Slashed email response times to queries in the Personal Lines business from 24 hours to one hour and reduced Motor claims recoveries cycle time by 21 days.
SynOps to drive resilient operations
Accenture is now working with the insurer to build a strategic roadmap that will drive further innovation and continued transformation by leveraging SynOps – a platform that orchestrates and monitors the optimal combination of human + machine talent, powered by data driven insights.
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