Case Study: Aviva UK Health achieves rapid automation—slashing policy enrollment from 22 days to under 6 minutes with FICO Blaze Advisor

Aviva aims to double business volume and improve customer service with FICO Blaze Advisor system

Aviva, the world’s fifth-largest insurance group and the UK’s largest insurer, set out to double business volume and acquire 50% more customers without increasing operational costs, while improving the quality and speed of complex customer interactions. Major challenges included underwriting bottlenecks and slow claims handling—policy enrollment averaged 22 days, claims required multiple calls and days to resolve—and a need to scale without a proportional increase in headcount by giving the business ownership of decision rules.

After a six-month evaluation Aviva implemented FICO Blaze Advisor as a rules-based decisioning platform within a service-oriented architecture and established a Center of Excellence to empower business users. The results were dramatic: policy enrollment fell from 22 days to under 6 minutes, about 70% of applications now process straight-through, average claims handling dropped from eight calls to one with decisions in seven minutes and 50% triaged without assessor referral, policy changes shrank from 15 to under 2 minutes, medical-assessment costs dropped over 30%, and IT costs fell roughly 20% as business teams maintain rules.

Aviva UK Health

Leslie Ross

IT director