Insurance
Igniting Change & Growth
Engaging the employees in an effort to do more with less.
CHALLENGE
The board of an insurance company was dissatisfied with the slow pace of progress and the rigid structure of the organization. In order to achieve growth and implement change rapidly, they needed to engage employees in a more effective way. They sought a solution that would ignite change and encourage their workforce to do more with less.
PROCESS
Efficiency was the first key to successful growth. Tatham was selected because of our effectiveness in establishing formal processes to improve quality, productivity and efficiency. The executive team attended Boot Camp and they left ready to move ahead. Building on Boot Camp’s momentum, the team agreed to redesign two core business processes; claims processing and new business development.
IMPACT
Customer satisfaction has translated into record results for the company and the industry was taking notice. These successes were literally written all over the walls: posters, boards, sticky notes, rooms full of charts and process maps – all evidence of tracking progress and performance and a clear signal that efficiency gains were there to stay.
"What I really like about Tatham’s Approach is that it is simple to understand and use. Boot Camp is a great tool to help everyone see the possibilities and to engage them into action. I will stop doing this work when I see improvements stop or slow down. And I don't see that happening in the foreseeable future"
- President & CEO
Both the Individual and Group lines of business continue to break records in sales levels. The premiums and deposits are growing at a rate of 5%, despite unfavourable economic conditions.
Claims delivery time decreased from eight days to one and a half days; increased processing by adjudicators from processing 51 claims per day to 148 claims per day; and saved $2.29 per claim.
A redesigned new business development process for Individual Life provided a 40% gain in capacity within a few months.
Cut group account processing by 50% to three days and a 90% cut in cycle time for updating certificates.
Cut the phone queues for the IT Help Desk by 75% and cut abandoned calls from 31% to 17%.
Cut the time to issue an individual policy by 75%.
