In personal lines insurance, the claims journey defines the customer experience.

For one major insurer, rising volumes, legacy systems, and inconsistent decisions were slowing everything down - frustrating customers and staff alike.

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Agile Innovation Group was brought in to redesign the entire claims process, delivering measurable improvements in speed, quality, and consistency - all within 60 days.

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We deployed a team of expert consultants in claims operations, process design, and data analytics. Working side by side with leaders and frontline teams, we stripped out complexity, leveraged data, and empowered smarter, faster decisions.

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What changed:
Redundant steps removed across the claims lifecycle.
Smarter triage aligned effort with claim complexity.
Real-time data visibility enabled better control and leadership insight.
Clearer roles and accountability drove faster resolutions.

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The impact:

• Cycle times cut by up to 40%.

• Customer satisfaction and trust climbed rapidly.

• Efficiency gains freed capacity for higher-value work.

• Teams became more confident, capable, and customer-focused.

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In just eight weeks, the operation moved from reactive and process-heavy to agile and outcome-driven — proving optimisation isn’t about cutting corners, but creating clarity and flow.

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Smarter thinking. Faster outcomes. Better consulting.