Overview

INSHUR provides commercial insurance products to business owners operating in regulated, high-volume environments. As demand for quotes increased, the underwriting function came under growing pressure to process applications efficiently while maintaining accuracy and compliance.

INSHUR engaged James Chase to provide business analysis support to comprehensively understand their underwriting workflow, identify inefficiencies, and define a clear future-state approach.

The engagement focused on creating robust documentation and requirements to support the introduction of intelligent, agent-led automation across underwriting activities.

The Challenge

INSHUR’s underwriting process was highly fragmented, relying on multiple siloed investigation sources and manual checks. This resulted in prolonged turnaround times, duplicated effort, and limited scalability as quote volumes continued to rise.

A lack of cohesive, standardised process documentation made optimisation difficult and created dependencies on individual knowledge holders. With a clear operational target to reduce underwriting turnaround time from approximately seven days to two days, the organisation needed clarity on where automation would deliver the greatest impact, within tight resourcing and delivery constraints.

The Solution

James Chase led a structured discovery and analysis engagement to map the underwriting process end to end. This included developing detailed current-state and future-state process flows, identifying redundant steps, and isolating high-impact activities suitable for automation.

To prioritise effectively within a constrained timeline, we applied a Pareto-based approach to focus on the subset of underwriting activities contributing most to processing delays. Through daily collaboration and structured workshops with INSHUR stakeholders, we produced a comprehensive set of solution requirements, success criteria, and risk considerations to support implementation planning.

The output provided INSHUR with a clear, actionable blueprint for introducing intelligent automation while preserving underwriting accuracy and decision quality.

The Impact

The engagement gave INSHUR a shared understanding of the limitations and inefficiencies within their underwriting workflow, alongside a clearly defined path forward.

INSHUR now has reliable documentation, prioritised requirements, and measurable success criteria to support the introduction of automation and accelerate delivery. The work reduced operational risk, improved readiness for implementation, and enabled informed decision-making around investment and sequencing.

Most importantly, the organisation is positioned to significantly reduce underwriting turnaround times and scale capacity without compromising quality.

Interested in similar results?

Email or call at:

steve.rackley@james-chase.com

01273 355141