Case Study
Global insurance leader achieved 300% efficiency and 130% productivity growth with UST's agile modernization
OUR CLIENT
This global insurance leader provides customized insurance solutions for businesses and high-net-worth individuals. It offers a diverse portfolio of products, including professional liability, cyber insurance, property and specialty risks. Renowned for its innovative, client-focused approach, the company leverages advanced technology to deliver flexible coverage, efficient claims handling and exceptional service tailored to its customers' unique demands.
THE CHALLENGE
Breaking free from a legacy system to achieve modernization and scalability
A third-party vendor maintained the client's underwriting system for over 15 years. While reliable in the past, the system could no longer keep up with the company’s growth. Built on outdated technology, it became a roadblock for innovation and agility.
The existing vendor struggled to align with the company's IT goals, often delivering inconsistent results and responding slowly to business needs. This lack of responsiveness caused delays and inefficiencies that held back the client's efforts to adapt to a rapidly changing market. Scalability was another significant issue. The system couldn't handle increased workloads or new functionality without excessive cost and effort. The vendor's limited skilled resources also caused delays in critical projects and added to the overall operational costs.
To move forward, the client needed a partner that could modernize its system, take ownership of maintenance and ensure a smooth transition with minimal business disruptions.
THE TRANSFORMATION
From legacy system to future-ready operations with UST’s scalable solutions
UST stepped in to modernize the client’s underwriting system, using our well-established Application Outsourcing Methodology of UST (AMUST) framework to manage a seamless transition from the legacy vendor. Within three months, UST assumed full responsibility for the system’s operations without disrupting the client’s business.
To meet fluctuating demands, UST introduced a core-flex model that combined a stable team of subject matter experts with the flexibility to scale resources up to 65 team members as needed. This approach retained critical domain knowledge while allowing the client to adjust resources based on business needs.
To help the client work more efficiently, UST implemented a predictive delivery model supported by velocity planning. Over six iterations, the team steadily improved its output, increasing productivity from 13 to 130 story points. This was achieved through process improvements, targeted training, and a focus on reducing technical debt.
A model office approach ensured a smooth transition, and the system was ready for full-scale operations from day one. UST also leveraged its global network of resources, enabling quick scaling and specialized expertise where needed. By focusing on agility and scalability, UST transformed the client’s underwriting system into a robust, efficient platform that could meet the demands of a modern insurance business.
THE IMPACT
Seamless transition, 300% efficiency boost, and faster service delivery
UST’s work delivered measurable improvements across the client’s underwriting operations. Key achievements included:
- Seamless transition—We achieved a smooth handover of the underwriting system, ensuring operational readiness from the start.
- 300% efficiency boost—By automating batch processing and email workflows, we accelerated renewals during peak times, saving time and reducing errors.
- Improved forecasting and prioritization—We introduced predictive delivery models, enabling the client to manage workloads more effectively and meet critical deadlines.
- Enhanced system reliability—By addressing technical debt and optimizing engineering practices, we ensured the system’s reliability and scalability.
- 24/7 support model for critical operations—Round-the-clock support minimized downtime and improved service continuity.
- Cost and resource optimization—Our core-flex team model reduced costs while maintaining high service quality and upskilling internal teams.
By modernizing its underwriting operations and adopting agile practices, the client is better equipped to focus on strategic growth, serve customers more effectively, and stay ahead in a competitive market.
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RESOURCES
https://www.ust.com/en/what-we-do/strategy-implementation-operations