Impact Summary
- 80% reduction in critical incidents whilst continuing improvements in platform stability.
- $125 million in recurring net cost savings achieved via an improved operating model.
- 5X reduction in overall IT operational and maintenance costs.
- 20% GWP growth along with a 59-point Net Promoter Score (NPS) increase.
Client Overview
The client is a part of a global insurance group, one of the world’s largest international insurance and reinsurance companies. They provide innovative and reliable insurance solutions, offering a wide range of products including property, casualty, professional indemnity, marine, aviation, and cyber insurance. The company has a strong focus on risk management and maintains a global presence with offices in 31 countries across the Americas, Europe, Asia Pacific, and the Middle East.
They faced severe operational challenges because users had to rekey the same information into multiple systems. This legacy system setup resulted in bad data quality across underwriting processes and meant there was no Customer 360 view. To resolve this breaking point, the company partnered with an approved system integration expert to drive digital transformation at scale. By implementing an API-led connectivity architecture, they successfully decommissioned over 60 rigid applications and replaced them with reusable value-added APIs. Today, the insurer operates with digital services accessible through a “single pane of glass” consistent across all channels, experiencing continued improvements in platform stability.
Project Details
| Category | Details |
| Sector | International Insurance & Reinsurance |
| Tech Stack | MuleSoft, Salesforce, PEGA, Master Data Management (MDM) |
| Approach | API-Led Connectivity Architecture |
Technical Challenges and Architectural Complexity
The enterprise operated with a legacy system infrastructure plagued by too many technologies and too many redundant components. This complex setup caused a lot of manual data rekeying and bad data quality across underwriting processes. Specifically, four major use cases highlighted these operational pain points:
- Opportunity and Submission Rekeying: Manual data rekeying between PEGA and Salesforce for new business submission cases.
- Policy Renewals: A policy renewals solution that was not remediated and lacked modern automation.
- Broker Data Alignment: Manual alignment of critical broker data between MDM and Salesforce.
- Communications: A total lack of automation for both FNOL and Non-FNOL communications.
Because of these gaps, the company could not achieve a Customer 360 view, suffered from no scalable underwriting capability, and needed to replace its legacy policy admin system.
The Solution: Deploying a Connected Architecture Model
To resolve these four use cases, the integration team focused on the establishment of a C4E team to drive digital transformation at scale. They worked to identify systems, business processes, and systems of records to decide on an architectural delivery roadmap. The team implemented API-led connectivity with the best practices using a clear delivery design:
- High-Level Design: Created a high-level design of the API-led connectivity architecture to replace existing bespoke B2B technology “pipework” between the company and its partners or customers.
- Low-Level Design: Developed a low-level design of individual APIs to replace legacy components.
- End-to-End Implementation: Executed the end-to-end implementation and delivery to build an agile application network.
This strategy directly targeted the manual data bottlenecks, replacing the legacy system with reusable value-added APIs.
Business Results and Operational Stability
The shift to an API-led connectivity approach delivered outstanding business outcomes. The company completed the decommissioning of over 60 rigid applications, which resulted in a 5X reduction in cost. Operationally, the platform achieved continued improvements in stability while reducing the volume of critical incidents by over 80%.
The automated policy renewal solution and improved operating model helped deliver a combined operating ratio of 93.3% and a 20% growth in GWP. Furthermore, removing manual rekeying for new business submissions brought an increase in quote-to-new-business rates and an increase in renewal retention. Ultimately, creating customer, broker, and staff digital services accessible through a “single pane of glass” drove an NPS increase of 59 points.
Looking Ahead to Continuous Modernization
By executing this digital transformation and establishing a reusable API foundation, the insurance leader has eliminated its rigid legacy constraints. This modern architecture positions the organization to scale its underwriting capabilities continuously across its global offices. Moving forward, the company can leverage this stable platform to smoothly adopt advanced digital innovations, ensuring long-term operational excellence and accelerated project delivery with the highest quality.