Case Study: Aegon achieves 50%+ process efficiency and 80% first-call resolution with Pegasystems (Pega)

AEGON Improves Internal Processes to Become a Truly Digital Insurer

Aegon, the global insurance group, wanted to deliver a world-class customer service experience but was held back by manual, legacy processes that required multiple verification steps for identities, policies, compliance and checklists. These fragmented, high-volume operations made it hard for agents to access consistent customer information and slowed response times.

Aegon deployed Pega to automate and manage roughly 120 core processes—including claims management, payroll and transfer settlements—building a reusable library of business services and automated checks. The change gave agents unified access to customer data, scripts and knowledge tools, driving efficiency gains of more than 50% in key operations, raising first-call resolution from 50% to 80%, reducing claims processing and training time, and improving NPS and cost savings.

Aegon

Martyn Johnson

Manager, IT BPM Delivery Centre