The task was to support the implementation of an end-to-end claims solution to replace and improve the existing out-of-date governance database for a Tier one insurance broker, to create a fully integrated platform allowing claims to be tracked, resolved and closed on a global scale.
With over 80 different claims systems used across the board and within these a variety of unstructured and decentralised data, the need for a consolidated and centralised solution was clear.
ECMS consultants from our BA CoE team successfully worked with a low-code platform provider and the end client to offer a cohesive delivery of the initially agreed scope while working with senior stakeholders to ascertain the unique requirements coming from each geography. We worked to offer UX/UI expertise and support to develop the relevant interfaces used by each type of business user up to the global administration. Using an agile delivery model the team was able to effectively deploy and test features to suit the specific needs of certain geographies and the wider business need.
The system aimed to build on the existing solution while also maximising the value of the client’s insurance programs and supporting better carrier selection processes, across all the global geographies to provide a comprehensive standardised approach.
Additionally, integrations to other data repositories acting as the one source of truth were considered.
The platform provided a dynamic working environment for its global users, with productivity features to enable more efficient and effective claims mapping, processing and historic comparison.
The delivery of the platform was a core element of the client's commercial risk delivery and target operating model, providing key infrastructure to support a best-in-class service to the businesses external book of clients and offer a scalable product. The solution helped generate over $6m of advocacy fees in the first 6 months.
The ECMS secret sauce
ECMS consultants from our BA CoE team were commended on their support during this project.
"ECMS provided us with Business Analysis services in order to allow us to ramp up the discovery and design of a Claims Management platform for a major global insurance broker. We were very pleased with how responsive ECMS were for our needs, and the quality of the Analysts provided."