Playbook · Operations × Insurance & MGAs

Operational Excellence in Insurance & MGAs

Operational drag in insurance & mgas rarely announces itself — it hides in handoffs, workarounds, and numbers nobody fully trusts. This playbook lays out how a Transformation Sherpa finds it, prices it, and works it out of the system.

The Terrain

Underwriting bottlenecks, slow claims cycles, and broker portals that hurt distribution.

In insurance, distribution punishes friction instantly: a broker who waits two days for a quote submits the next risk somewhere else. Underwriting desks drown in unstructured submissions, claims cycles stretch because information arrives by email, and the broker portal — the storefront — is the least-loved system in the estate. Speed to quote and speed to settle are the whole game.

The Moves

Instrument the submission-to-quote funnel and publish the cycle time weekly — visibility changes behavior fast.
Rebuild broker-facing flows around the broker's workflow, not the policy admin system's data model.
Attack claims cycle time with straight-through processing for the clean majority of claims.
Create a data spine so underwriting, claims, and finance stop arguing about whose numbers are right.

Symptoms

What we hear from insurance & mgas leadership teams

Brokers quote your quote-turnaround time as the reason they place business elsewhere.
The rating engine is a spreadsheet, and one person understands it.
Claims leakage reviews keep finding the same information-latency root cause.
A PAS replacement has been "next year" for four consecutive years.

See the full Insurance & MGAs sector profile, engagement arc, and FAQ →

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