Westfield Insurance

Westfield Insurance needed to improve and optimize its customer claim-processing experience while replacing its existing claims-management system. The company needed to evaluate potential changes to staffing and business processes without impacting customers or company metrics during the transition.

The Westfield Analytics Resource Center used Arena Simulation Software to test potential staffing and process changes in the Customer Care Center and third-party data entry vendor without impacting live operations.

First Notice of Loss cycle time was reduced by more than 50%. The simulation identified and enabled implementation of an ideal staffing model to accommodate timing of incoming claims and increased triage services. The adjuster-assignment process was automated to reduce cycle time and eliminate repeat calls.

• Insurance claims process simulation enables safe testing of staffing changes and technology replacements without risking customer experience during transitions
• Automated adjuster assignment is a high-leverage intervention that simultaneously reduces cycle time and eliminates repeat customer contacts
• Simulation-based staffing optimization accounts for temporal patterns in claim arrival that static workforce planning models cannot capture