Transforming customer experience for a leading UK Insurer

The Challenge

BCG was initially engaged to develop a contact center transformation program with a focus on reducing operational costs, call volumes and servicing FTEs, while improving Customer Experience in parallel. The solution required a complete redesign of a highly-complex, siloed and disconnected ecosystem across resolution of claims which we re-organized around customer needs – empowering users to self-serve and take control of the claims process. With these identified initiatives, the team identified ~£50M of potential Annual Run Rate savings.

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The Approach

As part of this, BCG shifted claims resolution calls to a new digital first self-service experience with a multi- disciplinary team of design, technology and business experts. In 8 weeks our multidisciplinary team of design, technology and business experts designed a vision state claims resolution journey and employed a state-of-the-art quantitative and qualitative testing program to validate Desirability, Viability, and Feasibility (DVF), resulting in a new claims hub proposition with an underlying business case and MVP pilot roadmap.

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The Impact

The team built a validated claims resolution ecosystem with an accelerated pilot plan to unlock savings in the long and short term.

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Looking Into the Future

This pilot unlocked new ways of working for our client – yielding faster results and more tangible prototypes. The organization is currently implementing this product and process across multiple business units.