40% Faster Policy Processing Through Legacy System Transformation

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

A top-tier group and voluntary benefits provider serving millions of policyholders across the U.S., delivering innovative insurance products to both employers and individuals.

The Challenge

Outdated Legacy Systems Slowing Growth

The client embarked on a multi-year transformation to modernize their policy and claims platforms by migrating to cloud-based SaaS solutions. Despite their vision, the journey was riddled with issues in case setup, enrollment, policy changes, renewals, and claims processing. These challenges stretched their Subject Matter Experts (SMEs) thin, hampering efficiency and progress.

To address these challenges and accelerate transformation, they chose Sutherland as the preferred partner.

Sutherland Solution

Modernizing Insurance Operations with Digital Transformation
Sutherland adopted a business-first approach to ensure a seamless and efficient data migration process. By focusing on critical data and archiving historical records, the solution minimized disruptions and addressed operational priorities. Active policies, ongoing claims, and related leave and absence data were migrated first, while closed and historical claims were archived for compliance and insights.

Utilizing Robility™, Sutherland’s proprietary automation platform, the process achieved 100% accuracy, eliminating the need for extensive SME involvement and reducing complexity.

The transformation roadmap was executed in two streamlined phases. In Phase 1, a 16-week development cycle, including foundational Sprint 0 and six two-week execution sprints, laid the groundwork for success. Phase 2 focused on batch-based migrations aligned with business priorities, leveraging a five-step automated process for data mapping, extraction, loading, cleansing, and reconciliation. This approach ensured seamless execution with minimal disruptions and consistent accuracy.

The Outcome

A Future-Ready, Scalable Insurance Platform

Sutherland’s innovative approach delivered exceptional results. The program achieved 30% faster execution, saving the client 40% in costs compared to traditional methods. Policies and claims were migrated with 100% accuracy, eliminating production issues and requiring only 5% effort from client SMEs. Archived data became accessible within 24 hours, while technical debt was significantly reduced, allowing the client to leverage legacy data for product innovation and pricing strategies.

That’s digital outcomes delivered, and measurable results delivered!