Case Study 02

Major Global Insurer 02

Creating a leading Claims proposition for an insurer with over $4.3 billion in assets.  


The business challenge

Having invested heavily internally in the implementation of a new Claims IT system and in getting the right people into the right roles within the Claims team, the business realised that the next step was to develop a customer and broker service proposition.

In order to unite the claims team and encourage a consistent external service focus, they needed a clear, compelling Claims proposition developed by and for the team.


“Gracechurch identified a number of practical initiatives to enable successful implementation of the newly developed proposition.”


Our approach

They had very little external data at the time, therefore to create a baseline from which to chart their progress on this journey of improvement in claims service we shared the results of The Gracechurch London Claims Report with senior management and defined a set of key metrics and goals specific for their company.

Using these metrics, Gracechurch ran a series of workshops across the Claims business. From these outputs we defined a unique and differentiating Claims story and positioning. To share the new story and help the team understand the key behaviours needed to deliver the new proposition we created an online claims community for the entire claims team.

Gracechurch identified a number of practical initiatives to enable successful implementation of the newly developed proposition. To ensure that the new positioning and key attributes are actioned within the business we established a set of key external performance indicators, measured through The Gracechurch London Claims Report.


The results

The insurer’s performance improved consistently and substantively over a three year period and it is now one of the top claims service providers in the London Market.