So far in this blog series, I’ve discussed the need for insurers to become more agile and customer-centric, so they can more easily adapt to customer expectations. I’ve looked at why an insurer should undertake claims system transformation and what technology to use in order to achieve that transformation. Today, I’ll look at how an insurer can achieve claims system transformation.

How will you implement claims system transformation?

Once an insurer has developed a robust business case and identified the technology that will enable the benefits outlined in the business case, it must establish how to deliver, implement and rollout the transformation. It’s an undertaking that requires keen focus—focus that is defined in the business case, as outlined in step one of the process. The business case identifies the priorities and key features that need to be in place for a successful rollout (the must-haves) and those that do not (the nice-to-haves).

Other considerations for rollout will include the insurer’s business structure, geography, timeline and budget. Most insurers are familiar with the big bang method: roll out everything at once to everyone. However, there are other options available, such as geographic release. For example, an insurer could roll out its program by location or office, which would target rollout groups to reduce business interruption, and enable the insurer to incorporate feedback and lessons into future releases.

Accenture’s recent report, Enabling agility: A roadmap for successful claims system transformation, identifies five rollout options, and some of the considerations associated with each. Register to download the report today, and join me next week as I discuss three enablers of a successful claims system transformation.

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