Process improvement can definitely apply here. We’ve seen Insurance companies such as Trustmark Insurance and National Insurance companies make significant strides to improve their processes. Even though not every claim will be approved, process improvement can insure that the process of making a decision is streamlined and timely.

  1. Are customers waiting a long time to find out if something is covered? If so, process improvement can help reduce variation and eliminate unnecessary steps or waiting in the process.
  2. How much information is really needed from customers? One organization had a 18 page document that they reduced to only 1 page!
  3. How often do we have to go back to the customer to get more information because we don’t have the right information? Some insurance companies have admitted that sometimes they have to go back to the customer between 5-8 times to get the right information and their goal was to reduce this back and forth and streamline the process.

Hopefully these examples will help you see opportunities within your own department. 

Tracy O'Rourke

Tracy is a Managing Partner & Executive Advisor at For almost 20 years, she's helped leading organizations like Washington State, Cisco and GE build problem-solving muscles with Lean Six Sigma to achieve their goals.