Ensuring excellence with agile operations
European insurer taps into analytics, automation and expert talent to cut debt by $53M and boost customer satisfaction.
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.
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.
The insurer has made great strides in reducing costs and improving revenues and customer experiences. With an intelligent operating model in place, it has:
Improved collections to record levels of $125 million—contributing to a $13 million profit gain.
Reduced aged claims-related debt by 63 percent and co-insurance debt by 55 percent.
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 leverage SynOps—an innovative human-machine collaboration engine that draws on the industry’s most extensive collection of data, technology, business process and talent expertise—to further drive innovation and continued transformation.