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Claims Transformation

  • Writer: Camelot Consulting
    Camelot Consulting
  • Feb 17
  • 2 min read

Updated: Mar 9

Context:

A UK Personal Lines insurer was midway through its multi-year transformation programme. A key element of the programme was to transform its claims operation and implement a new claims platform (initially for Motor), but this was experiencing a number of challenges including:


  • Scope and cost estimates exceeded budget and time-line requirements

  • The programme team was still forming and struggling to get traction

  • Certain parts of the implementation were off-track e.g. digital self-service solutions, integrations to external parties, business readiness, core platform build


What We Did:

A Camelot Expert was brought in as the Programme Director to specifically turnaround the claims element of the wider transformation programme. The actions taken included:


  • Slimming down the number of senior consultants engaged to reduce burn-cost

  • Recruiting specific digital and automation capability leads to strengthen the programme team

  • Enhancing programme governance, establishing a weekly Design Authority to organise and prepare key Business Architecture and System Architecture decisions

  • Revising the scope into pre-MVP (Minimum Viable Product), MVP and ‘value-drop’ phases to focus effort and enable launch on-time

  • Coaching Product Owners in benefits of MVP prototyping, backlog management, business justification and scope-creep

  • Introducing waste-identification tracking and improvement actions (based on manufacturing ‘QOS’ [Quality Operating System] method) to improve software sprint productivity

  • Re-invigorating business readiness and communications work to better prepare operations teams for the new platform and changes involved


Resulting Business Benefits:

The Motor claims solution was delivered on-time to support the new product launch


  • 30% efficiency benefits

  • 2% claims indemnity spend benefits

  • Using the approach taken for Motor, the Home Claims solution was implemented within 12 months and under budget

  • As a result of the successful turnaround, resource from the Claims programme was redeployed to other workstreams where Claims practices were replicated in other parts of the programme

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