The client, one of the largest U.S.-based direct-to-consumer insurance companies, wasn’t realizing the growth it needed due to inefficient business underwriting processes. The client was in the midst of implementing a new underwriting workbench and workflow when it realized the need to first redesign its underwriting process. The client needed help designing a future-state that correctly allocated skill sets, eliminated manual tasks, and enabled underwriters to make decisions faster.
The client had an idea to streamline their underwriting process, wanted to utilize automated underwriting and use new technology. They had done a selection process to determine which automated underwriting vendor/technology solution they wanted to go with. They had selected Accenture Life Insurance Platform (ALIP), an underwriting platform, and AURA rules engine. They brought us on to meet with their employees conducting the underwriting and other employees to evaluate the pain points in their current process. We helped them address the problems they had today, to improve what they had, not just with technology but with expertise in process redesign.
Capco analyzed the current state underwriting process by conducting interviews and observations with front line employees and key stakeholders to gather pain points, record manual handoffs, and get its arms around daily tasks that drove the business. From there, Capco utilized their signature FutureWeekSM Rapid Process Redesign methodology to design a future-state that both complemented and integrated with the new Underwriting workbench.