Resetting the roadmap for insurance claims transformation
Our client, one of the UK’s leading insurance providers and a subsidiary of a global insurance group, supports millions of customers across car, home, health, and business insurance.
The challenge
Resetting the roadmap for sustainable claims transformation
A leading multinational insurer had reached a pivotal moment in its ambition to deliver faster and simpler claims services supported by better data, cloud-based technology and future AI capabilities.
Previous transformation efforts in Retail and Commercial lines had produced valuable insights but had ultimately failed; highlighting the complexity of modernizing legacy platforms at scale.
These efforts left the organization with fragmented and partially modernized systems, making it difficult to scale change.
Although committed to the long-term vision, the Board recognized the need for a more focused and sustainable roadmap.
To progress the next phase of its transformation, the client sought a trusted partner to lead the Discovery for its Commercial Lines claims program.
Securing Board confidence
Wavestone were engaged to help the client assess the current landscape, design simplified future-state processes, and build a clear roadmap to migrate around 40 products to a unified, cloud-ready Guidewire platform.
With a significant multi-year investment under consideration, the Board required strong assurance that the program had disciplined scope definition, transparent cost planning, and incorporated lessons learned from previous attempts. They also required confidence that short-term objectives aligned with long-term strategic objectives.
A further challenge was that the Discovery phase needed to be delivered within an accelerated eight-week window, far shorter than typical three-month cycles, to align with Executive Committee timelines and support approval for the substantial funding expected over the coming years.
Wavestone’s integration into our team supported a fantastic discovery progress in a very short space of time for our key claims business transformation. The level of detail on the process maps in particular and areas of improvement the teams have identified should ensure we set ourselves up for long-term success as part of this transformation effort. My thanks to the Wavestone team for collaborating at pace.
The approach
Accelerating claims transformation through transparency and collaboration
Our international team led the program with a focus on transparency and rapid mobilization, with close collaboration across the client’s global and UK leadership teams.
Working with the COO, CIO, CPO and wider business and technology stakeholders, the approach centered on five core pillars:
- Discovery & strategic framing
We led an end-to-end review of the Commercial Claims value chain to identify opportunities, constraints and operational risks. This included defining the target-state architecture and recommending a shift toward a Product Operating Model supported by improved data and automation, with AI-enabled enhancements. - Process optimization & technology alignment
We prioritized simplifying the claims value chain, improving data flows and embedding automation, while ensuring alignment with the Group’s cloud-first strategy for Guidewire. This protected key Commercial Lines capabilities and ensured the future platform could scale efficiently. - Vendor & cost management
We helped strengthen vendor governance and reshape commercial arrangements, introducing a more competitive approach to selecting Guidewire support partners to improve value for money and reduce delivery risk. - Organizational design & change enablement
We supported leadership in shaping the future operating model and communicating key messages. Where required, we provided delivery capacity to maintain momentum and reinforce confidence across teams. - Executive & Board engagement
We developed clear, concise, non-technical materials to articulate the strategic rationale, expected benefits, and roadmap. This enabled senior stakeholders to make timely and informed decisions.
Wavestone’s 10-Point Assurance Framework
10-point assurance framework summarizing risks, issues, and areas of improvement to boost delivery confidence and success.
The results
A foundation for future success
Our partnership strengthened confidence across the COO, CIO, Executive Committee and Board, turning a complex legacy landscape into a practical foundation for long-term transformation.
The program delivered a clear and actionable roadmap for a modern claims platform, meaningful financial benefits, and a blueprint for future innovation.
Key outcomes
- Financial impact
The program identified substantial annual savings across technology, operations and vendor spend, with potential to recoup the investment within a few years and generate sustained benefits. - Operational efficiency
Consolidation onto a unified, cloud-ready Guidewire platform positions the organization to simplify operations, reduce technical debt and accelerate speed to market. - Future-proofing & customer value
Improved data quality, automation, and clearer product architectures create a strong foundation for AI-enabled decision-making, enhanced customer experiences and a scalable product-based operating model. - Strengthened stakeholder alignment
A transparent engagement model and structured communication approach deepened trust among C-suite stakeholders, supporting positive executive feedback and securing Board endorsement. - Embedded learnings & risk mitigation
By integrating lessons from earlier initiatives, the program created a more disciplined approach to scope, delivery assurance and governance, reducing risk and improving confidence in future phases.