Transforming customer experience for a leading UK Insurer


A Digital Products & Services case involving the front-to-back redesign of a complex, siloed and disaggregated ecosystem – empowering users to self-serve and take control of their insurance claims process

The Challenge


BCG was initially engaged to develop a contact centre transformation programme with a focus on reducing operational costs, call volumes and servicing FTEs, while improving Customer Experience in parallel.


The solution required a complete redesign of a highly-complex, siloed and disconnected ecosystem across resolution of claims which we re-organised around customer needs – empowering users to self-serve and take control of the claims process.


With these identified initiatives, the team identified ~£50M of potential Annual Run Rate savings.

The Approach


As part of this, BCG shifted claims resolution calls to a new digital first self-service experience with a multi- disciplinary team of design, technology and business experts.


In 8 weeks our multidisciplinary team of design, technology and business experts designed a vision state claims resolution journey and employed a state-of-the-art quantitative and qualitative testing program to validate Desirability, Viability, and Feasibility (DVF), resulting in a new claims hub proposition with an underlying business case and MVP pilot roadmap.


Learn more about BCG Platinion’s Digital Products & Services offering.

The Impact


The team built a validated claims resolution ecosystem with an accelerated pilot plan to unlock savings in the long and short term.

£ 5M
p.a. of savings in
3 years with £ 2M in the first year
reduction of friction in claims resolution process

Looking into the Future


This pilot unlocked new ways of working for our client – yielding faster results and more tangible prototypes. The organization is currently implementing this product and process across multiple business units.

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BCG Platinion is at the forefront of technology. Our teams solve for the most challenging and impactful problems posed by digital acceleration. View all case studies here and find related cases below.


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