40% Increase in Business Volume: Sutherlands Drives Digital Transformation for World's Largest Classic Car Insurer

Client Overview

A global leader in specialty insurance for classic and collector vehicles, the client has established a premier position in the niche insurance market, recognized for its deep expertise, tailored offerings, and exceptional customer loyalty. With a market capitalization of $5.6 billion, the organization combines a strong heritage with innovative risk management solutions to serve a passionate and growing customer base worldwide.

The Challenge

Manual Processes and High Seasonality Hindering Growth

The insurer faced mounting operational challenges stemming from siloed legacy systems and heavily manual workflows, resulting in elevated cost structures and prolonged turnaround times for policyholder transaction requests. Seasonal surges in transaction volumes further exacerbated inefficiencies, placing additional strain on limited resources during peak periods. 

Recognizing the strategic imperative to sustain growth and elevate the customer experience, the organization sought to modernize its operational backbone – aiming to streamline processes at scale, build greater resiliency into its service delivery model, and drive enhanced service standards through the adoption of digitalization and intelligent automation.

Sutherland Solution

Transforming Insurance Operations Through Human-Centric Design and Scaled Intelligent Automation

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

1. Process Simplification and Standardization
   Sutherland initiated a comprehensive “front-to-back” transformation strategy, focusing on process simplification, standardization, and de-duplication across critical insurance functions. By streamlining complex workflows and eliminating redundancies, Sutherland optimized operational efficiency, improved process consistency, and created a scalable foundation for future automation initiatives.
   
2. Human-Centric Design Approach to Process Reimagination
   Central to the transformation was the application of a human-centric design methodology. Sutherland meticulously mapped processes from the end customer’s perspective, ensuring that all reimagined workflows aligned with real-world customer needs and experience expectations. This approach embedded customer impact metrics directly into operational redesign, ensuring holistic service improvements and superior policyholder satisfaction.
   
3. Deployment of Sutherland Robility® for Scaled Automation
   Leveraging Sutherland Robility®, an enterprise-grade intelligent automation platform, Sutherland drove automation at scale across the insurer’s retained processes. Over 35 critical processes were automated, enhancing operational efficiency, reducing manual intervention, and increasing transaction speed while maintaining strict adherence to compliance and quality standards.
   
4. Greenfield Operations and Center of Excellence Establishment
   Sutherland established a greenfield operational setup, rapidly evolving it into a Center of Excellence (CoE) supporting more than 20 core insurance processes. The CoE model minimized performance variability, ensured metric predictability, and consistently delivered enhanced outcomes in both cost efficiency and service quality. This operating model provided the insurer with a resilient, scalable platform for sustained growth and continuous operational improvement.

Through a combination of human-centered process reimagination, intelligent automation at scale, and operational excellence via a Center of Excellence model, Sutherland enabled the insurer to drive measurable improvements in efficiency, service quality, cost predictability, and customer experience, setting a strong foundation for future innovation and scalability.

The Outcome

Driving Scalable Growth and Operational Excellence Through Digital Transformation

The digital transformation initiative yielded exceptional and measurable outcomes, fundamentally enhancing the insurer’s operational and financial performance. Business volume increased by 40% year-over-year, reflecting the organization’s strengthened capacity to scale services without compromising quality or turnaround times. Accuracy levels reached an impressive 99%, reinforcing operational precision and bolstering customer trust. In parallel, the initiative delivered $620,000 in net savings, demonstrating the tangible impact of intelligent automation on cost efficiency and profitability.

That’s digital outcomes delivered!

Collectively, these results validated the strategic effectiveness of Sutherland’s automation-led transformation approach, enabling the insurer to achieve sustainable growth, deliver superior customer experiences, and position itself for long-term competitive advantage in a dynamic marketplace.