38% reduction in claims handling cost — in 3 months, while maintaining staff engagement
A global commercial P&C insurance carrier used Bramble to reveal where claims handling cost was accumulating across their North American property, casualty, and specialty operations — then reduced it by 38% within a single quarter.
Reduce operating expense through absorption of growth and redeployment of resources — without knowing where cost was actually accumulating
The Head of Claims North America was tasked with a mandate familiar to every insurance operations leader: reduce operating expense while absorbing growth and maintaining customer experience. The team perceived two viable paths — optimizing performance within the current operating model, or accelerating in-flight process improvement and automation initiatives.
But both paths required something the operation didn’t have: a clear, daily picture of how people, processes, and systems were actually performing. Existing reporting showed claims volumes and outcomes, but couldn’t connect those outcomes to the operational activity that produced them — or reveal where cost per claim was being inflated by invisible friction.
Without that visibility, leadership was choosing between strategies they couldn’t measure and improvements they couldn’t track. The cost of claims handling was a known pressure; the causes were not.
- Claims handling cost per claim~$650High
- Daily productive output per FTE2.5 hoursHigh
- Visibility into people & process performanceNone (daily)High
- Friction and capacity identificationManualMedium
- Target operating model definedNoMedium
The claims operation had capacity it couldn’t see — and cost it couldn’t trace to root cause
Within two weeks, Bramble integrated with Guidewire ClaimCenter, ImageRight, and Webex to baseline performance across people and processes. What emerged was a detailed picture of where productive time was actually going — and where the cost per claim was being inflated by friction that existing reporting couldn’t detect. Frontline managers and team members were then onboarded to assist in identifying friction and capacity, turning operational insight into a collaborative improvement effort.
From current-state baseline to embedded operating model in 3 months
Bramble followed a four-phase deployment aligned to the claims operation’s improvement cadence — each phase building on the visibility established in the one before.
Construct
Bramble worked with frontline managers to build a current-state view of the claims process. Within two weeks, integrations with Guidewire ClaimCenter, ImageRight, and Webex were live — baselining performance across people and processes.
Analyze & Iterate
With a trusted baseline in place, frontline managers and team members were onboarded to assist in identifying friction and capacity. Daily performance insight by people, process, and systems began driving operational conversations.
Planning & Targets
Using Bramble’s forecasting and proactive planning functionality, a target operating model was defined. Improvement priorities were set based on recoverable capacity, and the operation began executing against measurable targets.
Optimize & Embed
Improvement became operational routine. Bramble was embedded as a core pillar of the claims transformation effort, with daily performance insight driving continuous capacity recovery and cost reduction.
Results measured within the first quarter
These are measured outcomes from a commercial claims operation that went from no daily performance visibility to embedded operational improvement — delivering significant cost reduction while maintaining staff engagement.
“Bramble is intuitive and has taught us a lot about our business. Our ability to understand our current state and capacity has led to significant real-dollar benefit. It has become a core pillar of our transformation effort.”
See where your claims handling cost is really accumulating
We’ll map your claims lifecycle, identify friction driving cost per claim, and show you the capacity recovery path — with insurance-specific benchmarks from deployments like this one.
For COOs, Heads of Claims, and Insurance Operations Leaders.