Specialty P&C Insurer Achieves 61% GWP Growth and 40% Zero-Touch Claims with Sutherland Robility®

Client Overview

Our client is a $3.3 billion global underwriter specializing in insurance and reinsurance within the property and casualty market. The company focuses on industries with distinct risk profiles that benefit from specially designed insurance programs.

The Challenge

Integrating Disparate Systems and Streamlining Operations

The insurer’s accelerated growth through a series of acquisitions introduced significant operational complexity, resulting in 98 disparate processes and 80 independently deployed bots across multiple business functions. This fragmented automation landscape, coupled with a lack of end-to-end integration, led to persistent service inconsistencies, increased errors in account reconciliations, and delays in critical workflows, notably, new business submissions, which routinely exceeded 24 hours for processing.

Furthermore, the First Notice of Loss (FNOL) process remained entirely manual, compounding operational inefficiencies, slowing customer response times, and increasing administrative overhead. To sustain growth and meet rising customer expectations, the organization needed a fundamental reimagining of its automation strategy and operating model.

Sutherland Solution

Reimagining Insurance Operations Through Intelligent Automation

Sutherland collaborated with the insurer to deploy a comprehensive strategy centered on intelligent automation:​

1. End-to-End Digital Transformation
   Sutherland partnered with the insurer to drive a comprehensive, enterprise-wide digital transformation initiative, seamlessly integrating human expertise with advanced artificial intelligence across front-office, middle-office, and back-office functions. This holistic approach ensured operational consistency, agility, and a significantly enhanced customer experience across the value chain.
   
2. Deployment of Sutherland Robility® for Scaled Intelligent Automation
   At the core of this transformation was the deployment of Sutherland Robility®, an enterprise-grade hyperautomation platform. Robility® was instrumental in operationalizing 80 bots at scale, enabling intelligent, autonomous execution across key business processes. This platform created a unified automation backbone that supported resilient, scalable operations while minimizing manual intervention.
   
3. Process Integration and Hyperautomation Across Business Functions
   Sutherland systematically integrated and automated 98 previously siloed processes, enhancing operational efficiency across mission-critical functions, including quotes and application processing, new business acquisition, underwriting, policy administration, actuarial support, claims management, and finance and accounting operations. This end-to-end integration not only eliminated redundancies and process gaps but also created a seamless, intelligent workflow environment.
   
4. Operational Excellence and Strategic Partnership
   As a result of its proven expertise and successful transformation delivery, Sutherland was established as the insurer’s primary technology and automation partner. Under this integrated model, Sutherland delivered six core business functions through a fully automated and cohesive operational framework, driving sustainable operational excellence, scalability, and strategic agility for future growth.

Through the deployment of intelligent automation at scale and comprehensive process integration, Sutherland enabled the insurer to establish a digital-first foundation capable of supporting rapid expansion, superior customer service, and continuous innovation.

The Outcome

Driving Exponential Growth and Operational Excellence Through Intelligent Automation

The deployment of intelligent automation across the insurer’s operations delivered transformative business outcomes. The organization realized a 61% increase in Gross Written Premium (GWP) alongside a 20% improvement in overall profitability – a direct reflection of enhanced operational agility and customer responsiveness. Automation dramatically accelerated key processes: 40% of claims are now fully resolved through zero-touch processing, while an additional 30% require only a single customer interaction, significantly improving service speed, and customer satisfaction.

First Notice of Loss (FNOL) processing time was reduced by 72%, and manual data entry time decreased from 25 minutes to just seven minutes, substantially improving efficiency and accuracy. Moreover, leveraging Sutherland Extract, 80% of Acord forms are now automatically extracted, and 75% of claims registry processes have been fully automated. Together, these improvements positioned the insurer for sustained growth, stronger customer engagement, and a scalable, future-ready operating model.

That’s digital outcomes delivered!

“Sutherland’s Robility® RPA platform enabled us to achieve our automation and financial objectives by delivering hyper-automation through a singular solution. The partnership with Sutherland has delivered amazing technology along with a clear strategy on meeting our automation needs for both today and tomorrow.”

Head of Global Business Services & Innovation