A leading insurance broker
Operational improvement and automation governance at a leading insurance broker
Leania led opportunity discovery, prioritisation, business cases and governed delivery across the broker's UK policy servicing, fiduciary and back-office work, showing where operational capacity could be released and where investment was justified.
The operational challenge
A leading insurance broker's UK operation was investing in automation across policy servicing, fiduciary and back-office work.
Projects started on forecast benefits that were rarely checked once delivered, and processes reached development before anyone had tested whether they were suitable for automation.
What Leania delivered
- End-to-end discovery across policy servicing and fiduciary processes, producing a prioritised pipeline of opportunities, with more held in backlog.
- Business cases for the selected improvements, so investment followed evidence.
- A governance model for the automation portfolio: checkpoint criteria, quality assurance, and a toolkit for process mapping and automation assessment.
- A benefits tracker comparing realised benefit against forecast, reported to the operation's senior leaders.
- Back-office work automated, including filing high volumes of emailed invoices, cash posting, carrier query reconciliation and certificate processing in a specialty line.
Outcome and evidence
Unsuitable projects stopped early, before they consumed development budget.
Leania was contracted to lead the work. That meant directing a team of business analysts and developers alongside the broker's continuous improvement team and its offshore delivery centre, and chairing the automation board with senior stakeholders from the business, IT and risk.
The broker is not named, at its request. Client systems, volumes and commercial information are not disclosed. The two figures below are the practitioner's own record of the engagement, published at the level the evidence supports and no further.