Financial Services
Insurance Claims Processing - 10% Productivity Growth in 12 Months
A large insurance provider used JC360 to build transaction-level analytics across their claims processing operation - replacing estimation with fact-based performance management.
The Challenge
- ✕No workflow-based analytics - performance reviews ran on team leads' assessments, not data
- ✕Transaction norm times did not exist - no baseline for what a claim 'should' take to process
- ✕Idle time was undetectable - unproductive periods were invisible in the existing system
- ✕Work-from-home vs office performance was untraceable - no way to validate remote team output
- ✕High variance in claims processing time - no visibility into why some handlers were slower
How JC360 Helped
- Transaction-based reports built for every major claim type and processing step
- Norm time analysis by claim category - first time the organisation had benchmark data
- Work-from-home vs office productivity comparison made objective and measurable
- Idle time detection built into the daily performance dashboard for team leads
- Weighted KPI profiles configured to reflect each team's specific processing responsibilities
- Continuous monitoring of non-productive time trends to track improvement over time
"We finally had the data to understand which processes were genuinely complex and which were just poorly managed. It changed how we set capacity."
VP Delivery, Insurance Client
Results
10%
Productivity growth achieved within the measurement period
Continuous
Reduction in non-productive hours, measured monthly
100%
Transaction coverage - not sampling, full measurement
WFH parity
Remote vs office productivity comparison - objective, not assumed