It Should Be Simple

The insurer took 250 calls a week about correcting annual mileage on renewal offers. An adviser could change the number on a screen; the customer could not.

Every reply attached to the request agreed. Operations wanted fewer calls. Digital wanted customers to remain online, and Underwriting already allowed routine corrections within defined limits. Compliance wanted the decision recorded. Finance agreed that paying somebody to re-enter information the customer had just attempted to enter was unlikely to become more economical at scale.

The insurer's technology department estimated a few days to…