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
30%
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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