Case Study: Large Health Insurance Company achieves 85% productivity gain with TTEC

Large Health Insurance Company - Customer Case Study

TTEC worked with a large health insurance company whose individual health plan underwriting business was facing a growing backlog of applications, frustrating both customers and agents. The company needed a fast, sustainable way to improve throughput, reduce delays, and better manage incomplete or inaccurate applications.

TTEC streamlined the underwriting process with an end-to-end operational review, consolidated leadership, increased supervisor time on the production floor, and introduced an “Associate On Point” role plus daily huddles to improve accountability and coordination. As a result, the underwriting team achieved an 85% productivity increase in two months, cut the backlog by two-thirds, and reduced application age so that none were over 30 days old.