Case Study: a leading life insurance company improves long-term disability claims with EXL

EXL steers top insurer’s group disabilities practice to strike excellence in what matters

EXL worked with a leading life insurance company that had recently acquired another insurer’s group disabilities practice and then faced a surge in younger long-term disability claims during COVID-19. The client needed to integrate the acquired operation, handle variable vendor performance, and establish stronger governance, best practices, and capacity to manage the growing workload.

EXL led a discovery and planning workshop and then implemented a transformation across performance reporting, performance management and quality assurance, and process management, supported by new scorecards, process maps, analytics, and governance. The result was a streamlined end-to-end claims process, 50-60% improvement in process, technology, data analytics, and documentation, 3-5% higher vendor quality scores in the first three weeks, and a roadmap of 35+ initiatives over 18 months, with expected gains including 10-20% NPS improvement and 20-30% more capacity for complex inquiries.