Case Study: Sedgwick (previously Cunningham Lindsey)

Empowering insurance claims with Intelligent Automation

57% increase in productivity (from 35 to 55 claims per month per FTE)

45% reduction in average claims processing time (85 days reduced to 45 days)

10% reduction in supplier costs

Awarded Gartner APAC Business Process Excellence Award

Client

Sedgwick

Industry

Insurance

Project Focus

Claims Automation

About Sedgwick (Cunningham Lindsey)

As a global leader in loss adjusting, claims management, and catastrophe response services, Sedgwick (previously Cunningham Lindsey Australia) recognised the need to streamline their insurance property claims processes. By partnering with BTP, Sedgwick unleashed significant productivity gains, reduced processing times, and achieved substantial cost savings. Our innovative approach garnered industry recognition, winning the prestigious Gartner APAC Business Process Excellence Award.

The Opportunity for Optimisation

In the complex world of insurance claims and loss adjusting, suppliers play a critical role in influencing costs, timelines, and quality during property restoration processes.

Lacking standardisation, transparency and common systems, suppliers often submit quotes in various formats, presenting a labour-intensive challenge for loss adjusters to compare and evaluate proposals effectively. This manual effort hindered efficiency, increased processing times, and limited transparency into supplier cost and performance.

BTP's Approach: Tailored Automation Solutions

Recognising the need for a flexible, tailored solution, Sedgwick sought a partner that could address their unique business needs without the constraints of an off-the-shelf package. Sedgwick chose BTP for our:
1. Proven track record in business process automation
2. Expertise in IBM’s Digital Business Automation suite
3. Ability to design bespoke solutions for competitive advantage

How BTP Drove Quantum Change

We leveraged our deep industry insights and technological expertise to deliver a transformative solution:

1. Bespoke Platform Development:

Designed a fully automated platform governing the entire supplier management lifecycle
Tailored to address unique business needs beyond off-the-shelf packages

2. End-to-End Process Automation

Streamlined processes from claims triage to payment approval
Eliminated manual handoffs and reduced error risks

3. Seamless System Integration

Integrated existing systems with new, human-centric tasks
Created a single process layer orchestrating stakeholders, systems, and suppliers

4. Mobile-First Approach

Implemented IBM’s MobileFirst suite to empower field inspectors
Enabled real-time data capture and improved information quality

5. Data-Driven Supplier Management

Implemented real-time supplier performance analytics
Enabled data-driven decisions for supplier consolidation

By combining these elements, we delivered a solution that addressed immediate challenges and laid the foundation for competitive advantage. This comprehensive approach enabled Cunningham Lyndsey to achieve significant productivity gains, cost reductions, and process efficiencies, truly shifting the dial in their insurance claims operations.

The Results

Through our partnership, Sedgwick achieved transformative results:

Productivity Gain 57%

Reduced Claim Processing Time by 45%

Reduced Supplier Costs by 10%

Client Testimonial

"BTP have assisted us in true partnership, going above and beyond to help Cunningham Lindsey in achieving our goals. BTP have been a trusted advisor throughout our relationship and allowed us to leverage their extensive knowledge in both process automation project and broader strategic insights."

Damon Bennett, CEO, Sedgwick

Intelligent Automation and AI Solutions

Discover how BTP’s cutting-edge Intelligent Automation and AI solutions can transform your business processes, just as we did for Sedgwick. From streamlining complex workflows to unlocking unprecedented efficiencies, we’ll help you drive quantum change in your organisation.