Case Study — Insurance / Digital Transformation
An insurer's well-reviewed digital claims front end hadn't improved handling time eighteen months after launch, because digital intake simply fed the same manual triage queue the paper process had used.
The Transformation Framework™
The digital front end fed the same manual triage queue as the paper process, so claims handling time hadn't improved despite the new interface.
Triage authority sat with a small team never resized for the different claims pattern the digital channel actually produced — more numerous, lower-value claims that didn't need the scrutiny the team was built around.
We proposed splitting triage into two tracks: an automated fast-track for defined low-complexity claims, and the existing manual process retained for genuinely complex ones — rather than forcing one process to serve both patterns.
Fast-track criteria were built and tested against a year of historical claims data before going live, with manual override available for any claim the automated track flagged as uncertain.
61% of digital claims now route through the fast-track, with average settlement time on those claims falling from 9 days to 36 hours. Complex claims handling time was unaffected, as intended.
Measured Outcomes
Reflection
"Digitising the front door doesn't help if everyone still has to walk through the same corridor behind it."
Sarah Chen — Head of Digital TransformationEngagement team
Head of Digital Transformation
Principal, Insurance
Senior Consultant