Illustrative Engagement

Restoring control to a claims transformation.

Illustrative engagement, not a client case study. A regional insurer is replacing an ageing claims platform, introducing digital self-service, improving data capability and strengthening regulatory reporting. The programme is funded and active, but progress is slow and senior leaders cannot see which decisions are genuinely blocking delivery.

The business situation

1,200 employees · £400m annual gross written premium · three-year transformation programme. The buyer is the Chief Transformation Officer, supported by the CIO and COO. Work spans technology, operations, data, risk, procurement and external suppliers.

The Felmor route

Rapid Fact Find — establish delayed decisions, ownership assumptions, governance friction and near-term dependencies. Bearings Check — align leadership on the few root causes that matter most. Operating Model Reset — clarify decision rights, claims service ownership, architecture involvement, supplier accountability and governance rhythm. Delivery Compass — reconnect strategy to priorities, dependencies, decision points and a 90-day mobilisation plan. Optional fifth stage: Embedded Transformation Delivery for active first-horizon leadership.