Case Study: Nedbank Insurance improves client service and productivity with ActiveOps

How Nedbank Insurance transformed their business and increased productivity by 15% per year for 2 years

Nedbank Insurance needed a better way to manage operations across Life and Non-Life services, including contact centre, policy administration, underwriting, claims, and broker support. With teams spread across South Africa and relying on spreadsheets, the business had limited visibility into work volumes and capacity, which led to delayed, reactive decisions. ActiveOps was selected to help provide a more real-time view of operations performance and improve planning and management.

ActiveOps implemented its AOM platform and methodology, starting with a health check, simulation training, and rollout of manual productivity tracking before later integrating with the policy administration system through Connect. The solution gave Nedbank Insurance real-time insight into workloads and capacity, enabling proactive management, better resource planning, and stronger business cases. Results included 15% productivity growth in year one and another 15% in year two, plus major turnaround improvements: funeral claims dropped from 48 to 24 hours, death claims from 10 to 7 days, retrenchment claims from 10 to 7 days, and policy servicing from 4 days to same day.

Nedbank Insurance

Angela Vernes

Head of Operations