Service Delivery for Insurance
Manages the end-to-end settlement of a service engagement from kickoff through execution, quality review, and policyholder acceptance.
Aligns with ASIC regulatory requirements, General Insurance Code of Practice, and AFSL obligations. Includes audit trail provisions.
Workflow Stages
Engagement Kickoff
Launch the engagement with a formal kickoff meeting aligning the team and policyholder on objectives and approach.
Inputs
- Signed contract and scope of work
- Team assignment roster
- Kickoff meeting agenda
Outputs
- Kickoff meeting completed
- Claim charter signed
- Communication plan established
Detailed Planning
Develop the detailed settlement plan with tasks, assignments, milestones, and risk considerations.
Inputs
- Claim charter
- Scope of work
- Resource availability
Outputs
- Detailed claim plan
- Risk register created
- Milestone schedule confirmed
Execution
Execute the planned activities, manage tasks, and track progress against milestones.
Inputs
- Claim plan
- Resource assignments
- Quality standards
Outputs
- Deliverables produced
- Progress reports
- Issue and risk log updated
Decision Points
- • Are deliverables on track?
- • Do any risks require mitigation action?
Quality Review
Review all deliverables against quality standards and policyholder requirements before submission.
Inputs
- Completed deliverables
- Quality checklist
- Policyholder requirements document
Outputs
- Quality review report
- Deliverables approved or revision required
- Quality metrics recorded
Policyholder Review and Acceptance
Present deliverables to the policyholder for review and obtain formal acceptance.
Inputs
- Quality-approved deliverables
- Policyholder review agenda
- Acceptance criteria
Outputs
- Policyholder feedback received
- Revisions completed if needed
- Formal acceptance signed
Decision Points
- • Has the policyholder accepted the deliverables?
Engagement Closure
Complete all administrative tasks, final billing, and lessons learned documentation.
Inputs
- Policyholder acceptance confirmation
- Final billing data
- Lessons learned template
Outputs
- Final invoice submitted
- Lessons learned documented
- Engagement formally closed
Frequently Asked Questions
What happens if deliverables are delayed?
The claim manager communicates delays to the policyholder with a revised timeline and mitigation plan. Significant delays trigger the escalation process.
Can the scope change during settlement?
Yes, scope changes follow the policyholder scope change workflow, ensuring all modifications are documented, assessed for impact, and formally approved.
How is quality maintained throughout settlement?
Quality is maintained through defined standards, peer reviews during execution, formal quality gates before policyholder submission, and continuous policyholder feedback.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.