PROJECT: Streamlining Back-Office Processes


One of Canada’s largest insurance companies needed help. The company was looking to implement a new operating model that would lead to more efficient policy processing and completion of other critical administrative activities. They partnered with BottomLine Group to streamline those operations and develop standards and practices that could be leveraged across various lines of business.


Our team understood that a major culture shift was required to achieve process efficiency. We began by implementing and managing a centralized policy processing back office for resources that previously worked within the individual lines of business. The objectives were to develop a shared pool of cross-trained resources to manage the workload and increase productivity, align the right activities with the right resources, and establish a processing culture that leveraged lean best practices.

Bottomline Results

Not only did our team help establish more efficient policy processes, but in doing so, we eliminated a multi-year processing backlog. Additional highlights included:

Increased employee engagement around a new processing culture

Shared pool of cross-trained resources, which allowed for a balanced workload during peak times

Improved data quality and decreased processing time through the implementation of automated processing tools