RSA Case Study 2016: Follow the money: insight drives improvement

See the full Case Study and Presentation slides

End-to-end improvement of process & policy is saving millions of pounds at RSA, by approaching insight in ways that establish a culture of continuous improvement in claims processing.

A professional, empowered Insight team is building strong credibility at RSA, bringing together diverse, highly-skilled analysts and creating the right climate & structure, as part of a wider Insight & Improvement function. Focus on simple, effective presentation and communication, aligned to continuous improvement, has allowed them to engage stakeholders at very senior levels, generating sponsorship of their insight and the licence to focus where they can achieve the best return for the business. Projects delivered over a 3 year period have yielded independently verified multi-million pound savings, with no IT investment. The same techniques have been used within the Insight Team to improve the quality and speed of service offered to internal customers to deliver a better insight from lower headcount with higher employee engagement.

Key Results
  • Multi-million pound savings over 3 years
  • In injury claims, objection rate & claims litigation rate both halved
  • Backlog in Pet claims reduced by 60%, reducing customer complaints by more than 40%
  • MI Team NPS rocketed up from -20 to +73
  • Turnaround time for new data requests in the MI Team cut from 24 days to <48 hours

Site Visit Feedback

The following is what the delegates said about this site visit: 

What were the most enjoyable or useful aspects?
"Telling a clear story with numbers." Louise Dugand, E.on

"Different approaches for similar issues and their impacts." Richard Moore, Anglian Water

"Piece really helped me review how I present data." Alex Thom, E.on

What will you be able to do differently?
"Share best practice for solutions that are difficult to sell." John Bamara, Wickes

"Engage with non analysts better." Gemma Martin, Yorkshire Building Society

"Review current analysis and how the message is being put across." Rebecca Tango, Wickes

print
Take a look at these articles, videos and links
2016 Innovation Award Winners
2016 Innovation Awards Finalists and Case Studies


 

#
#
#
#
#
#
#
#
(c) Professional Planning Forum 2000-2014