Revolutionising Customer Service in Personal Lines Insurance

Customer expectations have evolved, but too many insurers are still operating with legacy processes, slow systems, and teams tied up in complexity. Our client, a major personal lines insurer, needed a radical rethink of how customer service could work: faster, simpler, and smarter.

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Agile Innovation Group was brought in to make it happen & fast.

We deployed a specialist team of consultants, each an expert in customer service transformation, data-driven operations, and agile delivery. Working side by side with the client’s leadership and frontline teams, we set a clear goal from day one: deliver a measurable transformation within 60 days.

We didn’t start with software - we started with people and purpose.

Through rapid discovery, process mapping, and design sprints, we identified the key pain points holding service performance back. From there, we co-created a new operating model that brought together simplified workflows, clearer roles, and actionable insight from data.

The results were powerful:

• Customer resolution times cut by 30% through redesigned workflows and smarter triage.

• Customer satisfaction up double digits, with fewer complaints and faster outcomes.

• Teams more confident and capable, supported by clear metrics, better tools, and real ownership of results.

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All delivered in under two months.

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This wasn’t just a performance fix - it was a transformation of mindset.

By embedding agile ways of working and a culture of continuous improvement, we helped the organisation rediscover what customer service can be: human, fast, and friction-free.

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At Agile Innovation Group, this is what we do best:
Smarter thinking. Faster outcomes. Better consulting.