Fenwick Mutual
Home insurance claims settled in 6 days, not 19.
Result
6 days
Sector
Financial Services
Practice
Transformation
Duration
9 months
01
The challenge
Customers waited almost three weeks for simple claims, and complaints had doubled in two years. Each claim passed through up to eleven hands.
02
What we did
We traced 400 claims end to end, removed duplicate checks, and created a fast lane for simple claims handled by one person from start to finish.
03
What changed
Average settlement time fell from 19 days to 6, complaints halved, and handling cost per claim dropped 22%.
“
Our handlers designed the fast lane. We just stopped getting in their way.
Claims Director, Fenwick Mutual