CASE STUDY Situation – Reduce the Claims Loss Ratio and Claims Handling Costs The questions from the security analysts were spot on, uncomfortable and relentless. “Yes, storms increased every company’s catastrophic losses. But how much progress have you made on improving your company’s ability to reduce loss payouts? Like auto claims?” The P&C division struggled to meet the peer average. The internal operations consulting team used conventional cost reduction to cut administrative expense. But everyone realized that lean management techniques were needed to reduce the loss ratio in insurance payouts. Last year, management promised that a new work flow technology would result in successfully reducing insurance operating costs and lower payouts for claims. That’s what the analyst wa

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