Insurance

Technological progress and digitalisation, increased price and margin pressure, new players in the market and declining customer loyalty are key concerns of the insurance industry. Customers are increasingly choosing insurance solutions online, and they want more flexibility and better support in claims handling. Customer experience is becoming the decisive criterion for choosing a provider. Insurers need innovative business models and an end-to-end, customer-focused and digitisation-capable organisation with high performance sales structures. We support them in creating the strategic and organisational foundation for a sustainable high performance organisation.

How we can help

Develop customer-centric strategy and positioning
Sharpen service offering, focus on customer relevant services and core competencies
Align business process model with strategy and customer journey
Establish end-to-end processes
Prepare, simplify and accelerate digital transformation
Increase efficiency, quality and performance and reduce costs through holistic organisational design
Develop high performance sales and distribution structures
Optimise control and ensure compliance
Ensure successful transformation through joint solution development and implementation

Digital transformation in the insurance industry

Successful digitalisation in the insurance industry not only means efficient and cost effective service delivery. Above all, it requires a profound understanding of customer needs and the consistent orientation of the strategy and the organisation towards an outstanding customer experience.

Our approach

Publications and cases

"With our "Avance" strategy, we want to meet current and future customer expectations in the best possible way and, in particular, make the best possible use of new technological possibilities.

We pursued three goals with the "Structuro" project: Firstly, to design an organisation that enables needs-oriented customer care; secondly, to support the strengths of Suva's business strategies; and thirdly, to enable the implementation of digital processes. To this end, we derived organisational variants on the basis of the business process models developed in order to make decision-making paths more efficient and responsibilities more precise.

With a new, strategy-compliant organisational structure, we have managed to improve cooperation within the company in terms of customer needs and lay the foundations for exploiting automation and digitalisation potential.

With its structured approach and extensive transformation and change know-how, hpo provided us with optimal support from the first basic strategic questions to the go-live and made a significant contribution to ensuring that the go-live of the new organisation could take place according to plan."

Felix Weber, Chairman of the Executive Board and Head of Client and Partner Management, Suva

"We wanted to kill two birds with one stone. On the one hand, we wanted to optimise our customer service, and on the other hand, the realignment was to be reflected in a reduction of costs by eliminating duplications. Thanks to hpo, we achieved this ambitious goal, even though it seemed contradictory. Not least due to hpo's professionalism, we managed to introduce a new business model within a short period of time - with the clear goal of securing our service quality in the long term. In addition, we standardised the business processes and made the core and support processes fit for the use of new technologies. The result shows us that we did the right thing. On the one hand, the customer now has only one contact person - one face to the customer - on the other hand, we can react more flexibly to changing market needs. Thanks to this model, duplications have also been eliminated, which has a positive effect on operating costs."

Christof Zürcher, Chairman Executive Board, Atupri Krankenkasse

"hpo provided us with goal-oriented support in driving forward our specialisation in the area of personal injury. With the practice-oriented hpo methodology, we were able to systematically derive our TARGET organisation based on the new customer-oriented business process model. We are convinced that this will decisively improve the manageability of the personal injury division. With hpo, we found a partner who specifically involved our employees in the development of solutions. This turned those affected into participants who were extraordinarily committed to the project. This created the basis for a successful implementation."

Sabina Rüttimann, Head of Personal Injury, Allianz Suisse