Sutherland Boosts Efficiency for Global Insurer with 80% Faster Processing

Industry: Insurance | Services: Automation, Products and Platforms

Client Overview

Argo Group, Inc. is a global specialty insurance and reinsurance provider, delivering tailored property and casualty coverage through a broad network of brokers and agencies. With a focus on helping businesses manage complex risks effectively, Argo blends domain expertise with innovative insurance solutions to strengthen client confidence and operational resilience.

The Challenge

High Effort and Compliance Risks in Manual Statement Processing

Argo’s agent statement process was entirely manual, which created delays, inconsistencies, and compliance risks. Each step—from account classification (CAPS, EDGE, or both) and statement generation to email composition, delivery via Outlook, and secure archival in ImageRight with the correct metadata—was performed by a six-member team.

The team handled 400–500 statements each month, with each statement taking nearly 10 minutes to process. Tasks such as differentiating statement types, converting files to PDF, composing emails, validating recipient information, and filing records consumed significant effort. The process was further challenged by SLA pressures with a two-day turnaround target, frequent errors in file conversion and email delivery, and misfiling in ImageRight, all of which posed compliance and audit risks. Argo required a streamlined, automated solution that could scale with volume, reduce human error, and ensure consistent SLA compliance without increasing operational costs.

Sutherland Solution

Sutherland Transformation: Automating the Agent Statement Workflow

To address the manual effort, delays, and compliance risks in Argo’s agent statement process, Sutherland began by thoroughly mapping the existing workflow. This included understanding how statements were classified, generated, emailed, and archived, as well as identifying pain points such as manual PDF conversions, errors in email delivery, and compliance risks in ImageRight filing.

1. Process Mapping and Rule Definition
   The team first defined rules for differentiating account types (CAPS, EDGE, or both) using the Processor SEG Sheet. This ensured that each agent received the correct statement and clarified handling for cases where data was missing or incomplete.
2. Automating Statement Generation
   For CAPS accounts, bots were configured to automatically convert Excel files into PDFs, thereby eliminating the need for manual file handling. EDGE statements, already in PDF format, were retrieved automatically. If both statement types existed but one contained no data, only the available statement was processed, and empty files were moved to a “No Data” folder.
3. Automating Email Composition and Delivery
   Bots then pulled agent-specific details from the Agent Information Update Sheet to populate email addresses, subject lines, and message content. The emails, with the correct attachments, were sent via Outlook consistently and accurately, reducing human errors and saving significant time.
4. Automated Filing and Exception Handling
   After emails were sent, copies were automatically filed in ImageRight under the appropriate folder with the necessary metadata. Built-in exception handling managed missing data, delivery failures, or filing issues, ensuring the process remained reliable and audit-ready.
5. Operational Continuity and SLA Adherence
   The automated workflow ensured the end-to-end processing of agent statements, meeting SLA targets, delivering statements accurately and on time, and handling exceptions reliably to maintain smooth operations.

Through this structured, step-by-step automation journey, Sutherland transformed Argo’s agent statement process from a labor-intensive, error-prone workflow into a streamlined, accurate, and scalable operation.

The Outcome

Reduced Effort, Improved Accuracy, and Stronger Compliance

The automation of Argo’s agent statement process delivered measurable operational improvements. What previously required a six-member team and nearly 10 minutes per statement is now processed in 2 minutes, allowing 400–500 monthly statements to be handled consistently with minimal exceptions. SLA adherence improved to 100%, meeting the two-day turnaround target every month. Manual interventions for PDF conversion, email composition, and filing were eliminated, saving approximately 6 FTE hours per cycle. Additionally, all statements are now archived in ImageRight with audit-ready metadata, significantly enhancing compliance and process visibility.

This transformation not only reduced effort and accelerated processing but also strengthened Argo’s confidence in Sutherland as a reliable partner for automation and operational efficiency.