The client is a global underwriting leader providing best-in-class property, casualty, and specialty reinsurance. Their insurance solutions address customers’ most pressing challenges in over 100 countries and across six continents.
The client aimed to drive global harmonization of processes, workforce productivity, and automation discovery. To achieve this, they wanted to establish a global model office for underwriting operations to establish an operations prototype for three diverse groups.
The business objective was to reduce costs, achieve scalability, deliver operational excellence, and improve customer experience through improved Turnaround Time (TAT).
annual savings with utilization improvement and process standardization.
improvement productivity across teams.
Skan was deployed on 100% of the operator machines, including underwriters, underwriting agents, and outsourced Business Process Operators (BPOs) for back-office support.
Skan captured the underwriting process across this broad base of users, observing the detailed actions and outcomes during the end-to-end process. The strategy revealed unmatched granular metrics at the operator level.
Through this comparison analysis of process models, Skan identified variability across three operator groups and produced detailed metrics into their performance differences. The customer used this information to benchmark outcomes, predict volume, and plan new training initiatives.
They were able to establish new Standard Operating Procedures (SOPs) and baselines for the Underwriting process. By comparing behaviors against KPIs, they could eliminate non-value-added tasks (specifically for underwriters).
Also, by aligning tasks with skill sets, they were able to eliminate redundant activities among underwriters, assistants, and BPOs. Implementing the insights from Skan helped the client improve productivity by 30% across all teams.