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


  • 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


  • 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

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