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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