Transformation across the insurance lifecycle for better service and reduced cost

Having set the bar for customer service excellence in the past, one of the world’s largest publicly traded P&C insurance firms began feeling competitive heat due to the emergence of digital-savvy competitors and evolving customer needs.

As operating margins and profitability shrank, the firm hired EXL to assist. Starting in 2016, the two firms engaged in a three-year collaborative journey to transform the insurer’s UK operations for digital business.

This case study focuses on how EXL worked with one of the world’s largest publicly traded P&C insurance firms to rapidly transform its insurance value chain, restoring profitability and establishing the insurer as a formidable digital-era competitor, through a customer experience model that is second-to-none.