Leading Insurance Broker Improved NPS by 15 Percent and Reduced Cost by 34 Percent

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The client is a leading insurance broker based in the United Kingdom (UK). It is one of Europe’s largest, independently owned insurance intermediary; and it handles approximately £3 billion premiums annually. Built through the acquisition of several inorganic local broking firms, it has over 80 branch offices across the UK.



The client started a transformation program as it emerged from significant debt and low profitability across business units. It required our help with over 2,800 full-time equivalents (FTEs) in back-office functions across new business, underwriting, claims, and support services of six business units.



The solution was structured as follows:

• Started a business discovery and process journey mapping for all business units

• Formulated a transformation hypothesis modelled on:

• Technology-led cost-take-out

• Customer relationship strengths across local offices

• Talent/skill consolidation

• Right-shoring

• Developed a line of business (LoB) based transformation blueprint, which would be easily replicable by new acquisitions of the client

• Applied technologies across workflow (Pega), robotic process automation (RPA), autonomics, and cognitive


Our solution came with a 24-month implementation plan broken into 27 major project rollout schedules to realize benefits starting from month four. The outcomes were as follows:


• Decreased time to quote by 25 percent

• Increased net promoter score (NPS) by 10-15 percent

• Augmented win rate in high margin book

• Helped drive 34 percent cost take out

• Improved process efficiencies and responsiveness of mid/ back office

• Industrialized solution to other lines of business

• Rationalized UK operations under a hub-spoke model

• Ensured right-shore operations

• Retired legacy policy admin system (PAS) to consolidate across two major PAS