Case 4 Optimize Life Insurance Company’s Business Process

This project has as context a life insurance company that forms part of a Dutch multinational bank and insurance group. The volumes are large, as are the commercial ambitions, but the results are also such that too much pressure has built up in the back office processes, which can no longer keep up with the success at the front end. This has caused an almost insurmountable backlog and expensive mistakes in the dispatch, which can be helped by back office business process optimization. See also the publication no. 3 on back office workflow management problems and reorganisation.

Optimization Objectives

Describe the ‘as-is’ process
Redesign the desired process flows (= optimising back office business process)
Prepare and implement new back office processes
Design and introduce measurement tools and communication resources for effective performance management
Introduce operational measures to eliminate backlog
Design and introduce COSA workflow management software

Results Back Office

Effective back office processes for policy administration and claim payment settlement of all life insurance products
Elimination of backlog and prevention of new backlog has been achieved
Reorganisation of back office departments has been carried out
ICT support of back office processes has been aligned with optimized work processes