Accelare’s Work at a Global Insurer

Business Challenge

Our customers was in the middle of a corporate wide business process reengineering effort to reduce operating costs dramatically and produce $1 Billion of economic value for the property and casualty insurer by the year 2010. The financials goals would be achieved through the reengineering of the four common, core processes across 12 lines of business, Develop Products & Services, Market & Sell Products and Services, Underwrite Risk, and Process Claims. Unfortunately, the plan did not incorporate any evaluation of the impact on the customers and brokers that would experience the wholesale process changes.

Outcome

Accelare helped the project team first by creating a conceptual model of the customer lifecycle and how the customer interacted with each of the major business processes. Moments of truth were identified where they could innovate and create a unique experience. Secondly, Accelare facilitated the development of the current and future state value maps using their field associates who knew the customer experience well. Lastly, we developed customer focus group sessions to validate the accuracy of the internal point of view.

Their reengineering effort would include ambitions to simplify administration, and help customer’s recover from property and casualty losses more quickly and completely.