Client
The client is a global insurance provider serving over 17 million customers across more than 140 countries. Headquartered in Europe, the company is a leading player in its home market and offers a wide range of insurance solutions, including property and casualty, health, and life coverage. Committed to innovation and operational excellence, the client embarked on a strategic initiative focused on claims transformation assurance to enhance the efficiency, accuracy, and customer experience of its claims processing operations.
Challenge
The client, facing complex multi-party delivery structures, sought strong sponsorship and governance for a seamless digital transformation in claims, with no compromises on quality. They needed assistance with the below challenges for insurance claims transformation:
- Accelerating the claims transformation program to tackle business, technical, and collaboration hurdles.
- Guidewire ClaimCenter implementation using best practices, ensuring quality without roadblocks.
- Minimizing technical debt while delivering on time.
- Establishing strong partnership and governance to drive a swift and cost-effective claims transformation.
Solution
Hexaware’s Claims Transformation Assurance Program successfully managed all workstreams and cross-program activities by deploying a team of experts specializing in architecture, security, analysis, and testing.
The program delivered comprehensive assurance across three critical fronts:
- Delivery Assurance
- Architecture Assurance
- Quality Assurance
Here’s how Hexaware did it:
- 100% Outcome Assurance: Delivered across architecture, integration, testing, digital, data, security, and implementation.
- Expert Program Advisory Board: Comprised of former CXOs with over 150+ years of experience, providing guidance on complex change management and ensuring outcome assurance.
- Proactive Oversight: Advisory and governance oversight from seasoned CXOs and subject matter experts to address program complexity and conflicts effectively.
- Enhanced Business Agility: Leveraged Hexaware’s enterprise dashboard to monitor and measure key parameters, including ROI, productivity, predictability, and business value, ensuring engineering effectiveness.
- Proprietary Hexaware IPs: Utilized to measure code quality, audit security, and accelerate testing and data migration.
- Stake-Based Commercial Model: Program fees tied to delivery milestones and performance within each workstream, ensuring accountability and success.
Benefits
Hexaware collaborated closely with the project team’s stakeholders to mitigate risks and enhance the project’s chances of success through an unbiased, independent evaluation. Our approach to digital transformation in claims has yielded the following benefits:
- Unbiased Evaluation: Provided an independent assessment of the project’s prospects for success, ensuring objective insights.
- Business Control: Maintained business oversight as the project progressed, allowing for informed decision-making.
- Stakeholder Collaboration: Worked alongside stakeholders to identify, prioritize, and mitigate risks effectively.
- Comprehensive Reporting: Delivered both qualitative and quantitative metrics to track progress and outcomes.
- Risk Assessments: Conducted quality “checkpoint” reviews to ensure ongoing project integrity.
- Efficient Accountability: Streamlined project accountability and stakeholder management for better communication and transparency.
- Strategic Recommendations: Offered actionable recommendations for effective project, process, and technology controls.
- Hexaware IP Utilization: Leveraged proprietary Hexaware tools to measure code quality, audit security, and accelerate testing and data migration, achieving a ~50% reduction in migration and testing efforts.
Summary
Hexaware’s Claims Transformation Assurance program for a multinational insurer delivered outcome-based success by managing all workstreams and mitigating risks. The program provided delivery, architecture, and quality assurance, reducing migration and testing efforts by ~50%, ensuring business agility, and leveraging an outcome-aligned commercial model for accountability.
