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Customer response handling

Provided Business Analysis skills within a strategic Business Change programme for a FTSE100 insurance company. Its purpose, to deliver the £2.1bn Special Bonus distribution and £1bn Reattribution cash payment from the 'inherited estate' to approximately 1m Life & Pensions with-profits customers. In addition to providing an additional bonus &/or cash payment to eligible customers this programme will release capital to support business growth & the financial strength of the company.  The deliverable focused on the design and implementation of operational change & business processes required to support the response handling of customer contacts across the various key events. 

Claims processing

Provision of Business Process & System Analysis, Data Analysis and Test Analysis skills within a Business Change programme for a FTSE100 insurance company.  Its purpose, to implement both a new operational model and process automation system within their Household Claims division.  The project will improve customer service, as more claims will be settled at the point of notification and will reduce the overall cost of the claims operation, as consistent and controlled operational procedures in conjunction with a reduced claim lifecycle will increase operational efficiency.

E-Commerce

Provided Project Management, Business Process & System Analysis and Test Analysis skills to a global insurance company within a system development project.  Its purpose, to implement a range of award winning E-commerce insurance products within the UK marketplace (endorsed and used by members of the British Insurance Brokers Association (BIBA) and the Commercial Broking Alliance Ltd (COBRA)).  This project increased revenue, via the generation of additional premium income, and increased the brand awareness of the client within the insurance intermediary community.

Policy & Premium processing

Provided Business Analysis skills to a pan European insurance company within a Business Change project.  Its purpose, to migrate the Policy & Premium recording and Policy issuance business processes from the Insurance companies Underwriting departments into a centralised processing team.

This project increased revenue, as Underwriting staff used saved administration time to increase new business sales, improved customer service , as policies were issued to customers more quickly and increased operational efficiency, due to an improvement in workflow management and data quality. 

Insurance administration & processing

Provision of Project Management, Business & System Analysis, Data Analysis and Test Management & Analysis skills to a global insurance company within a Business Change programme.  Its purpose, to implement a bespoke insurance administration system including a full data conversion from legacy systems.  The implementation increased operational efficiency via consistent and controlled operational procedures across the client’s pan-European branch network leading to an improvement in workflow management and data quality.  The enhanced management information improved the client’s underwriting performance as it lead to unprofitable lines of business being withdrawn.

Claim Payment System

Provision of Project Management, Business & System Analysis, Data Analysis and Test Management & Analysis skills to a global insurance company within a system development project.  Its purpose, to implement a bespoke Insurance claim payment system.  This improved customer service by reducing the time from claim payment entry to receipt of the settlement by the claimant and improved operational efficiency by eliminating data entry within the Treasury & Ledger Reconciliation teams. 

Data Warehouse & MI

Provided Project Management, Business Analysis & Test Analysis skills to a global insurance company within a system development project.  Its purpose, to deliver a data warehouse and management information system (both batch and via an On Line Analytical Processing tool).  This resulted in improved decision making within the business, an increase in the accuracy of management & statutory reporting and increased operational efficiency as the time needed to produce MI was reduced.

           
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