Projects
Reorganizing a Claims Department
Project Detail
Client: GuideOne Insurance
Opportunity: Streamline claims processes and redesign team structure to enable a transition from five branch sites into a home-based workforce
Approach:
- Analyzed claims processes and measured work time
- Streamlined handoffs and reduced split claims, driving authority, autonomy, and accountability to claim examiners
- Created bottom-up staffing models to support new organizational design – Reorganized into process-focused cross-functional teams
Results:
- Process streamlining and team performance improvement increased labor capacity by 26 FTE ($2.7 million annually)
- Savings from reduced facility footprint and other impacts were an additional $2.5 million annually
