Challenge RSA commissioned a review of their Group digital ambition and operating model, an initiative sponsored by their newly appointed Group Chief Digital Officer, as well as the Group Chief Finance Officer. The insurer has for many years operated in a de-centralised way with regional businesses in the UK, North America, Scandinavia and the Middle East…
Helping corporates behave more like startups.
Our simple 123 framework
for customer-centric, Agile test & learn
Our 123 process lets you explore every idea. Our aim: test and learn, iterate MVPs, fail fast on weak ideas, but move to pilot quickly for strong ones…
2-week design sprint.
3-month scalable pilot.
Zurich’s large commercial customers buy insurance to cover hundreds of vehicles, properties and risks under every policy. Thus far, these important customers had no way of seeing a simple, joined-up and up-to-date view of their policies and fast-changing claims data, having instead to rely on multiple paper documents, email threads, phone calls and IT systems.
We used our Change Different methodology to fast-track and trial Zurich’s pilot hypotheses. We used customers in our iterative, Agile process to prioritise features and design a clean, simple UI. Our team got the project off the ground with a cross-functional Zurich team. We embedded Scrum Agile, collaboration toolsets, did all UX design, and built the technology on our Athena RAD toolkit. After the 2-wk design sprint, we already had a pilot view of claims for our MVP pilot customers.
Zurich’s large commercial customers now enjoy a single view of all products, documentation and claims status. NPS rose in our pilot customers to +75, with 80-90% of users saying that we had considerably improved their experience of policy and claim management. Our users get answers faster, need to get in touch 50% less often, and are more likely to consider renewing with Zurich. We are moving to scale through 2017.
Under the leadership of Mark Budd, Zurich’s Customer Interaction Projects Director, and working with the core principles of our Change Different change model, the team won “Best use of technology to improve the customer experience” award at Insurance Times’ Tech & Innovation Awards 2016. The application of our approach has been highly successful, and we are in the process of scaling the platform to all customers in 2017.
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help. Having access to the open-source, cloud-based Athena platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.
Ninety’s 1-day MVP and 2-week MVP processes combined with our business opportunity and idea hypothesis to deliver a working pilot with unprecedented pace and rigour.
Ninety brought us an outside-in approach to our digitalisation planning. They put the customer and their needs at the heart of strategy, and encouraged us to take small steps, testing and learning as we went. Incredibly, this helped us deliver a pilot omnichannel contact operation in a mere 2-week design sprint.
The Ninety team helped us embed a digital transformation process that was Agile, iterative, customer-centric, creative and collaborative. We have achieved so much, so quickly, with their help.
Ninety worked with the Post Office to bring a new, customer-centric and Agile approach to our digital trading platforms. With 400% conversion uplift on one of our financial products, their approach worked wonders.
Ninety have brought an agility and appetite to change in our business, and they have helped us embed that as a culture in parts of our organisation. The result has been bigger changes more quickly than we would normally achieve, often exceeding our expectations and within our cost expectations as well.
Our partnership with Ninety and Instanda has helped us break records. Ninety’s highly effective test & learn Agile methodology, customer co-design and digital collaboration toolsets combined with Instanda’s powerful cloud insurance platform accelerated our product development and launch beyond our expectations.
56 working days to take a new sophisticated proposition to market is a phenomenal achievement. With any other approach, it would have taken 3 or 4 times as long, and we’d probably still be working on it.
Ninety’s second-to-none expertise in insurance accelerated AXA Group’s lead management strategic framework and multi-market operational guidance on digital-originated business.
Having access to the open-source, cloud-based platform from Ninety has given us an attractive new option in terms of pace and cost of digital change.
We have been very pleased with the quality of work Ninety have provided for our self-serve strategy; for this reason, I strongly suspect we will be calling upon Ninety again down the line.
Ninety’s Consumer Interaction Model helped us understand, for the first time, the omnichannel customer interactions across our motor insurance product lifecycle. It has pinpointed significant opportunities for us to work towards which will decrease our operational costs whilst improving customer satisfaction.
As a rapidly growing start-up, we needed a partner who could really own the website for us… someone who could take our broader objectives and quickly execute while remaining exible with the pace of change. The Ninety team has stepped in, taken over, and is leading the evolution to the solution we need.
Our latest work, research, news & case studies
Challenge The Exec team at the Co-op Insurance, one of the UK’s top 10 motor insurers, wanted to unlock the creativity of its teams, and develop a culture of innovation. In what was a large, complex and functionally silo’d organisation, the ambition was to apply corporate entrepreneur models taken straight from the startup world, and…
Winner, Customer Champion of the Year with Zurich & VIVID Housing at Insurance Times Awards 2017 We are proud to be winners at this year’s Insurance Times Awards for our work with Zurich and VIVID Housing. It was a strong category with finalists including Aviva, DAS UK Group and Ecclesiastical. This project has already won the…
WINNER, Product Innovation of the Year at The Underwriting Service Awards 2017 We are proud to be winners for our work with Zurich, against a strong entry from GUARDHOG. Challenge The challenge was to launch a new SME Commercial Combined to market in less than 3 months from a standing start, and for the broker experience…
Challenge A major African life assurance and funeral plans provider was looking to enter the UK market having identified an opportunity to provide funeral plan services to African diaspora resident in the UK. This formed an integral part of the provider’s strategy to increase its international presence, grow its proposition offering and diversify its revenue…
Finalist: Outsourced Partner of the Year Post Digital & Insurtech Awards 2017 Post magazine’s Digital & Insurtech Awards are one of the most prestigious highlights of the digital insurance awards calendar. This year, Ninety has been confirmed as finalist in the hotly contested Outsourced Partner of the Year category (“Best Buddy Award“). This award is…
Challenge Our client, a global FS giant and significant player in the pensions space, had run a 1-day MVP with us to explore hypotheses around nudging consumer behaviour towards saving more, earlier. A strong concept had been fleshed out, with consumers in the room to provide rapid feedback, and the case proved strong enough to…
Challenge Guidewire, the dominant provider of policy & claims administration platforms to the global insurance industry’s Tier 1 players, was exploring new, digital-first, cloud-hosted models for the provision of an insurance-in-a-box model for its customers. Given Guidewire’s market share in the space, this would be a groundbreaking offering, but it would depend heavily on a…
Social Enterprise UK (SEUK) is the government’s national body for social enterprise and supports businesses, like Ninety, that have a social or environmental mission. Each year, SEUK runs a series of awards covering thirteen key categories. For 2017, Ninety is one of a handful of shortlisted social enterprises to be finalists in the category of…