Category: Case Study Type: Process Transformation

A national health insurer found its claims centre under pressure as manual and digital processes caused long delays. Members faced poor experiences and higher wait times, driving customer attrition beyond historical levels.

Personal loan processing averaged 5.3 days, with only 8% of approved applicants proceeding. Slow decisions constrained revenue, as funding conversion was tightly linked to “speed to yes”, showing time reduction could lift profitability.