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Planning Transformation And Systems Thinking At LV= General Insurance (LV= GI)

Published on 24 June 2020

Planning Transformation And Systems Thinking At LV= General Insurance (LV= GI)

Virtual Site Visit, held on 24th June 2020

Watch the recording of the Virtual Site Visit presentation.

Planning transformation and systems thinking at LV= General Insurance (LV= GI)

See how Planning gained a seat at the top Customer & Ops table and built confidence in the plan, while at the same time genuinely supporting those accountable for ‘doing the right thing’ in their own area.

Systems Thinking is often seen as incompatible with planning, yet the Planning Team at LV= embraced the opportunity to redefine their purpose, gaining a mandate to pioneer new activity and support people using data to make decisions. They are empowering advisors and providing bespoke support to business leaders. Planning models have been stripped back and simplified, data reports automated and made visible. Self-serve for lifestyle planning has cut escalations to Planning by 80% and helped people feel ‘set free’. A sector-first tool for surges in demand in home claims is planning what’s ‘waiting to happen’, before it happens, in stormy times! The shift in thinking has helped raise colleague engagement 12% across the business – and support the key goal of exceptional customer experiences, with NPS up seven points to +72. 


  • NPS up seven points over two years, to +72 
  • Colleague engagement nine points above the UK high-performing norm 
  • 80% drop in need for TLs to validate CR requests 
  • Planning is doing more with 50% less FTE, vs 3 years ago 

This story will inspire planning analysts, managers and business leaders who want to explore new approaches to planning for colleagues, stakeholders and external customers.  

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Author: Alison Conaghan

Categories: Planning & Resourcing


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