Project Summaries

Reorganizing a Claims Department

Reorganizing a Claims Department

Project Details

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
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