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Creating Underwriting Workbench for Global Insurer to Streamline Submissions and Improve Workflow

Faced with an overwhelming number of broker submissions each day, a global insurance leader needed a way to funnel all submissions into a singular location for risk clearance. Creating an underwriting workbench would improve workflow visibility for the insurer’s teams and provide a broader perspective on operational efficiency, which included the ability to auto-decline out-of-appetite risks.

With the insurer already working with Endava in innovation labs, continuing to work together on this initiative to streamline and triage submissions was a logical and valuable step ahead.


The challenge of streamlining workflow


The volume of broker submissions made consolidation difficult, with many departments and processes involved and no single location for teams to view their workflow. Strict risk protocols also meant that submissions needed to be cleared as they came in.

The insurer’s challenges included:

■ Implementing tracking and traceability
■ Process optimization
■ Designing UX and UI 
■ Building a solution to fit their needs rather than selecting a ready-made option
■ Limited capabilities when working solely with in-house teams

Working with Endava would allow the insurer to address these pain points with the right combination of process optimization, engineering, and UX and UI solutions—giving them a clearer path to streamlined workflows.


The right combination of process optimization and technical delivery


After analyzing the insurer’s goals and challenges, Endava formed scrum teams to fit the needs of the project, which were centered mainly around process optimization. The Endava teams acted as a natural extension of the insurer’s staff and helped them to accommodate capabilities they did not have in-house.

Endava’s approach for process optimization consisted of:

■ Analyzing existing processes used for risk clearance
■ Unifying the risk clearance process across teams and departments
■ Augmenting the new, streamlined workflow with external data

Endava’s approach for technical delivery consisted of:

■ Implementing a scalable scrum team structure
■ Manual and test automation processes, including end-to-end integration tests


Delivering a comprehensive underwriting workbench


Once the workbench was established, the insurer had much greater visibility into their submissions and workflow.” - Paul Willoughby, Consultant, Endava

After the project launched, the insurer better understood their submission channels, knowing where their business was coming from and how to adjust their operations based on those analytics. This type of transparency was inherently valuable to the insurer, allowing them to differentiate themselves from their competitors.

A fresh perspective from Endava also gave the insurer new insight into their operations, which helped position their business for continued innovation and growth.   

Overall, the project helped the insurer achieve:

■ A cross-functional and comprehensive underwriting workbench
■ Efficiency and control around clearance processes
■ Workflow transparency and process optimization
■ Outside perspective on opportunities for improvement