Case Study | Insurance

Explore how a top insurer reduced costs and improved topline growth with Sutherland’s transformative claims solution.

Services End-to-end services including claims FNOL, adjudication and settlement
Industry Insurance
APRIL 30, 2024

The Challenge

Transformation in the Face of Operational Challenges and a Dynamic Market

One of the largest insurance companies, this organization is worth over $4 billion. This carrier specializes in providing personal lines insurance to customers, and is home to several well-known insurance brands.

In the dynamic insurance market and regulatory environment, this insurer needed to adapt to changes around new reforms, consumer duty, complex compensation tariff structures, and market consolidation.

The insurer had undergone no transformation for nearly a decade due to IT and operational challenges, and current incumbent without transformation capabilities.

They recognized a need to shift gears towards a laser-focus implementation of indemnity management and delivery of a hyper-personalized customer experience – and they sought a partner who could support this with the right digital solutions.


The Outcome

An Innovative Solution With No Impact on Business-As-Usual Operations

Our transformative solution enables a zero-risk transition for our client’s BAU operations, infused with generative AI, automation, and analytics for claims management.

This included incorporating six proprietary platform solutions to boost digital capability, enhance CX, and drive transformation. We utilized Gen AI to improve digital intake and cognitive knowledge management, and created a “Damage Valuation Library” to codify complex regulatory guidelines, enabling high straight-through processing. Sutherland is deploying advanced analytics around KYO, leading to a negation uplift and a superior claims outcome.

We adopted a zero-risk and speed-to-value approach in transition of operations from the incumbent; with minimal risk of disruption to the insurer. We also re-imagined the operating model by establishing technical centers of excellence with claims expertise in India. This provides seasoned claims handlers to the client, with expertise in motor damage and personal injury claims. Our optimized case management and ownership model provides a best-in-class blend of seamless claims experience and cost efficiencies.


"When approaching the transformation for this client, we knew it was essential to minimize disruption. That’s why we implemented a solution that allowed for a zero-risk transition, whilst enabling a superior claims experience for customers and reducing costs."

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