Claims Transformation
Partners& Insurance Ltd - June 2025
I led the implementation of a new claims management system, transforming the company’s outdated manual and paper-based claims processes into streamlined, digital-first workflows. The objective was to increase efficiency, improve accuracy, and enhance both customer and employee experience by modernising end-to-end claims handling.
Deliverables
Implementation of a new claims management system.
Digitisation of previously manual, paper-based claims processes.
Migration of historical claims data into the new platform.
Training and support for claims handlers and operational staff.
Process redesign workshops to optimise workflows and ensure compliance.
Challenges
Resistance from key stakeholders and end users concerned about changing established claims handling processes.
- Addressed through early engagement of champions, delivering in increments, and regular workshops and demonstrations, ensuring stakeholders were involved throughout the project lifecycle and understood change rationale and benefits.
Managing a third-party supplier with inconsistent communication and limited visibility of delivery progress.
- Overcame this by introducing structured governance, regular project meetings, clear escalation routes, and detailed action tracking, improving accountability.
Managing conflicting stakeholder requirements and changes to previously agreed design decisions.
- Addressed through detailed requirements workshop, documented sign-off processes, and regular playback sessions. Where conflicting views emerged, facilitated discussions with stakeholders to agree a common approach.
Migrating large volumes of historical claims data into the new system.
- Overcame this with phased migrations, rigorous QA & user testing, and close collaboration with operational teams to ensure data integrity.
Maintaining service levels for clients during the transition.
- Managed by creating and executing a detailed cutover plan which included migrating out-of-hours and go-live support to minimise disruption and maintain service levels throughout the transition.
Achievements
Successfully delivered a modern claims platform that eliminated reliance on manual, paper-heavy processes.
Reduced claims processing times by over 40% through automation and workflow digitisation.
Eliminated dozens of manual steps from the claims lifecycle, improving staff efficiency and consistency.
Improved customer experience by providing faster, more accurate, and more transparent claims handling.
Enhanced compliance and audit readiness with fully traceable, digital records.
Strengthened operational resilience and future scalability by moving to a digital-first model.