The Client & Project Background
The task was to support the implementation of an end-to-end claims solution to replace and improve the existing out-of-date governance database for a Tier one insurance broker, to create a fully integrated platform allowing claims to be tracked, resolved and closed on a global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.
Approach & Solution
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.
“ECMS delivered a global, low‑code claims platform that standardised processes, improved efficiency across geographies and generated over $6m in advocacy fees within six months.”
Key Outcomes
The platform provided a dynamic working environment for its global users, with productivity features to enable more efficient and effective claims mapping, processing and historical 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 business's external book of clients and offer a scalable product. The solution helped generate over $6m of advocacy fees in the first 6 months.
Delivered a unified global claims platform replacing 80+ fragmented systems
Improved efficiency and consistency through integrated low‑code workflows across all geographies
Generated over $6m in advocacy fees within six months.