Business Analysis Drives Operational Efficiency for UK Insurer
The client faced a critical operational challenge: a strict 21-day window to deliver fully compiled and printed policy documents to customer agencies following new business or renewal submissions. In some cases, this target was not being met. TXP was engaged to provide a Business Analyst with operational expertise to assess the issue, identify root causes, and recommend a solution that would enable the IT system to support a more effective process.
The Client
A UK-based mutual insurance provider with a strong presence in rural communities, underwriting over ยฃ1.5 billion across life and general insurance.
The Challenge
- A 21-day SLA for policy delivery was frequently missed, risking service quality and compliance.
- The existing IT system and process design did not support the required turnaround time.
- The client needed an operationally focused BA to assess the full processโnot just the technical solution.
- Dependencies and timing within the process were not clearly understood or documented.
The Solution
TXPโs BA consultant worked closely with the clientโs change management team to map out the full process, using use case stories and failure impact analysis to visualise where breakdowns were occurring. The assessment revealed that the 21-day SLA was often unachievable due to how time was allocated within the system and the sequencing of tasks.
Collaborating with the client, external solution architects, and system designers, TXP helped identify and address bottlenecks. The process was redefined, and the system was modified to better align with operational realities and timing constraints.
The Benefits
- Clear identification of the issues preventing SLA compliance.
- A newly modelled and sequenced process, tested to ensure timing and dependency alignment.
- A redefined workflow that enables the client to consistently meet its 21-day delivery target for new and renewal policies.
- Improved collaboration between business and technical teams, ensuring the solution was grounded in real-world operations.