The project began with a deep current-state assessment to identify pain points, leading to solutions ranging from offloading administrative tasks to optimizing correspondence and incentive design.
To address inconsistent execution and throughput issues, a new, balanced KPI was developed to measure net work processed rather than just closure counts. This data-driven approach, combined with a pilot program, validated a throughput improvement of over 50% within three months.
Beyond immediate gains, the client received an updated SOPs, enhanced self-reporting tools, and a structured feedback loop. This created a repeatable operating model that can be codified and adapted across other accounts to drive long-term efficiency.
The situation
A third-party administrator for property and casualty insurance claims was experiencing financial pressure due to claims throughput significantly below target.
A Burnie Group assessment also surfaced broader operational challenges, including non-standard endorsements across policies, variation in peril mix by geography, carrier-driven technology constraints, and process inefficiencies that were driving rework.
Across the operation, execution quality was inconsistent, ownership was not always clear, and teams were often forced into a reactive mode rather than a structured continuous improvement cycle.
The approach and solution
Burnie Group began with a current-state assessment that combined process mapping, work observations, interviews, focus groups, SOP reviews, and operational data analysis. That fact base was used to identify the highest-impact pain points and translate them into a portfolio of practical improvement initiatives.
The team designed solutions spanning QA, day planning and team huddles, administrative task offloading, process simplification and standardization, dispatching improvements, correspondence optimization, incentive design, and future-state process maps.
Burnie Group then developed a new throughput KPI to provide a more balanced view of productivity by measuring net work processed rather than relying solely on closure counts. A pilot program was designed to test the solution’s impact under real-world conditions.
The result
The pilot delivered measurable performance gains. In the short-form project summary, throughput improvement of more than 50% was validated across the three-month pilot program.
Beyond the pilot metrics, Burnie Group equipped the client with a practical scale-up package which included updated SOPs and best practices, communications and FAQs, a structured feedback loop, enhanced self-reporting tools, and a clearer performance management framework tied to throughput.
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