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Operating Model

Creating Fit for Purpose Processes

After significant growth there was an opportunity to re-engineer process to drive efficiency.

Action 365 deals in end to end Motor claims management where resolution takes a significant amount of expertise to resolve quickly & cost effectively. They are often dealing with multiple suppliers, networks and partners.


  • In line with most insurers, there was a challenge on Loss Ratio (to reduce it) but also a need for increased reliability of reporting to enable the team to identify opportunities
  • Conversion rates within the Third-Party Intervention teams and the data being reported were being questioned
  • There was a lack of governance around change and impacts


  • Full review & redesign of the operational processes, systems used & measures of success to drive the most value & loss ratio impact
  • Create priority user stories and changes required to the technology application for claims management
  • Creation of a project plan to manage the delivery of a new pilot, as an opportunity to test the new redesigned processes and application development, to prove the benefit, for a full roll out


  • Operational processes & SOPs redesigned in line with the ambition to: drive down contact through removing self serve or proactive updates; improve claims management efficiency and reduce loss ratio
  • Governance structure created along with programme plan to support the new 5-year business and financial growth plans
  • Consolidation of teams to improve case management of claims, drive efficiencies and an  increase in conversions
“We do a lot of work in the ‘boiler room’ of clients. Doing the hard yards getting into the underlying ways of working and improving both the efficiency & effectiveness of outcome delivery” Nicola Collister, Founder, Custerian
Stockport, United Kingdom

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Read about some of the great work we’ve been doing with our customers.
Operating Model

Review of the current ‘Order To Cash’ journey, and development of fit for scale process & controls.

Ways of Working
Operating Model

Following a period of high growth, with ambitious plans to continue, the time was right to do a fit for the future review.

Ways of Working

To utilise an approach and tools that can be re-used to bolster the people team foundations.