Client Profile
- National Insurance Carrier
- 8 Million+ Policyholders
- Property, Casualty, & Specialty
A national insurance carrier serving more than eight million policyholders across property, casualty, and specialty lines was struggling to modernize its claims and underwriting systems. The company operated multiple legacy platforms, worked with several third-party administrators, and faced increasing pressure to improve digital experiences while maintaining strict compliance with state and federal regulations.
Executives had invested significant resources into modernization programs, yet delivery speed and quality continued to lag behind expectations. Leadership sought a proven partner with a deep understanding of regulated environments, large-scale transformation, and the unique complexities of the insurance industry. ICON Agility Services was selected based on its strong reputation in financial and regulated sectors.
Roadblocks to Modernization
The carrier’s challenges were both operational and customer-facing. Claims modernization moved slowly due to fragmented processes across adjusters, IT teams, data groups, and third-party administrators. Underwriting systems relied on inconsistent workflows that made automation and risk modeling difficult.
Compliance-related updates tied to state filings, privacy rules, and fraud prevention required extensive coordination between legal, actuarial, and engineering teams. Without a unified system of delivery, these updates often slipped past target dates, increasing regulatory exposure.
Customer experience suffered because digital claims features, policy servicing enhancements, and quoting updates required long integration cycles across old systems. Leaders struggled to prepare accurate forecasts for board meetings, state audits, and market regulators because their reporting came from multiple disconnected sources.
Key Pain Points
Fragmented Ecosystems
Disconnected processes across adjusters, IT, and third-party administrators slowed delivery.
Regulatory Risk
Compliance updates frequently missed deadlines due to coordination gaps between legal and engineering.
Data Blind Spots
Executives lacked a single source of truth, relying on conflicting spreadsheets for board reporting.
Customer Experience Lag
Long integration cycles delayed critical digital features for policy servicing.
Evidence, Alignment, & Tooling
AI-Native Diagnostic
ICON initiated an AI-Native Value Stream Diagnostic tailored to claims and underwriting workflows. This provided evidence-based insight into bottlenecks across adjusters, developers, and legal teams. Real data established immediate authority and built trust.
Value Stream Reorg
We worked with leaders to reorganize work into value streams centered on claims experience, underwriting speed, risk modeling, and regulatory readiness. This structure created consistency and reduced friction caused by siloed teams.
Coaching & Reciprocity
Engineering and business coaches partnered with operations teams to streamline review cycles and introduce automated testing for policy rules. These improvements created reciprocity as teams saw reduced rework and clearer decision-making.
Implementing Transparency
ICON implemented Broadcom Rally and Clarity to provide real-time transparency across digital claims, actuarial models, and compliance changes. This visibility created social proof as other departments requested access to improve their own processes.
Measurable Impact
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35% Increase in Speed
Claims modernization initiatives moved significantly faster with higher predictability.
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Regulatory Confidence
Compliance updates were delivered on time for the first time in years, reducing audit risks.
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Unified Reporting
Portfolio reporting transformed into real-time insights, eliminating the "spreadsheet shuffle."
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Cultural Shift
A tangible move toward transparency and shared ownership between Actuarial, Underwriting, and Engineering.
Within six months, the carrier achieved measurable performance gains. Claims modernization work moved 35% faster, and policy servicing enhancements experienced a significant improvement in predictability.
Regulatory updates were completed on time for the first time in several years. The improved clarity helped the carrier navigate state audits and filing reviews with greater confidence and fewer corrective requests.
Digital claims initiatives advanced quickly, resulting in improved satisfaction metrics and faster time-to-resolution for policyholders. Underwriting releases that once required lengthy testing cycles became more reliable with fewer defects.
Portfolio reporting became a single source of truth. Executives gained accurate, real-time insights for board meetings and quarterly reporting, replacing conflicting spreadsheets.
Culturally, the organization shifted toward collaboration. Actuarial, underwriting, claims, and legal teams gained a stronger sense of alignment. Leaders recognized the connection between improved delivery practices and better customer outcomes.
“ICON Agility helped us regain the clarity and momentum we needed... They earned trust quickly by showing us real evidence, establishing predictable workflows, and aligning our teams around customer and regulatory outcomes. Our delivery is faster, our compliance posture is stronger, and our teams feel more confident than they have in years.”