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BC-2026-014 · Lead: Claims · Sponsor: Helen Marsh

Claims FNOL digital intake

Critical prioritySubmittedStart 2026
  1. Gate 1
    Business Case
  2. Gate 2
    Charters
  3. Gate 3
    ROI Overview
  4. Gate 4
    Submitted
  5. Gate 5
    Decision

Stage-gate decision

Partial funding: £350k gap and 1 sign-off(s) outstanding. It can still go forward, but this will be shown to approvers.

1 · Core business case

Replace phone-led first notification of loss with a guided digital journey and automated triage.

Benefits of doing it

  • 35% reduction in call volumes
  • Faster cycle time: 4 days to 1.5 days
  • Improved NPS at claim start
£780k / yr

Cost of not doing it

Call centre overtime continues to rise; competitor digital offerings are winning renewals.

£620k / yr

Strategic aims

Customer experienceOperational efficiencyDigital transformation

2 · Departmental charters

Each participating department signs a charter with its own mini business case and funding contribution.

Claims£600k(43%)
Handler capacity released
Lead department; owns process redesign.
✓ Signed
Helen Marsh · 2026-08-14
IT£450k(32%)
Retires legacy IVR
Platform build and integration.
✓ Signed
Raj Patel · 2026-08-14
Customer Service£200k(14%)
Lower inbound demand
Fewer transfers and callbacks.

3 · ROI overview

Total investment£1.40m
Annual benefit£780k
Payback1.8 yrs
3-year ROI67%
3-yr cost of inaction£1.86m

Funding position

Committed (signed)£1.05m
Pledged, unsigned£200k
Funding gap£350k
Outstanding sign-offs1

History

  1. 2026-09-01 · Submitted
    Submitted to ExCo
  2. 2026-07-22 · ROI Overview
    ROI reviewed
  3. 2026-06-10 · Charters
    Charters opened
  4. 2026-05-02 · Business Case
    Case raised