Case Study: Philippine American Life and General Insurance Company achieves higher productivity and lower overtime with ActiveOps

Philippine American Life and General Insurance Company - Customer Case Study

Philippine American Life and General Insurance Company (Philam Life), a long-established subsidiary of AIA Group, needed a better way to manage back-office work across teams handling new business, claims, underwriting, policy amendments, and quality. Using manual spreadsheets, the company could only measure cases closed rather than the full scope of agent activity, making it difficult to identify spare capacity, plan accurately, reduce backlog, and fairly assess productivity. Philam Life turned to ActiveOps and its Workware and Active Operations Management (AOM) method to address these challenges.

ActiveOps implemented Workware to capture real-time and historical activity data, while the AOM method provided a consistent framework for planning, monitoring, and team collaboration. The results were significant: overtime was reduced by 50%, productivity rose by 30%, cases per agent increased by 40%, and FTEs dropped by 10%. Philam Life also reported stronger forecasting confidence, better service levels, improved morale, and an increase in employee satisfaction from 3.6 to 4.1.

Philippine American Life and General Insurance Company

Richard Bracken

Chief Operating Officer