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Upper Canada Insurance Case Written Submission Template
Upper Canada Insurance Case Written Submission Template
Who is the decision-maker in the case and what position, title and responsibilities do they hold?
Deborah McDonald is the decision maker in the case. She is a Business Integration specialist at Upper Canada Insurance in Toronto.
She was a team leader, which discuss the inefficiencies in the application process. She was assigned the task of analyzing the data
and making recommendations to resolve the issues of the application process
What appears to be their problem?
Problem appears in the case was the wastage( i.e.) people have started abandoning applications because of not getting response from
company timely and poor customer service, long application process and poor communication as well.
How long does the actual “approval process” take? How long should it take?
1. The actual “approval process” consists
Providing quote to applicant – 8 minutes (additional 17 minutes)
Case coordinators print application – every 3 to 4 hours
Planning and uploading application – 25 minutes
Securing applications through website – 5 minutes
Auditing the application – 11 minutes
Reviewing the application by UW – 8 minutes
Phone interview – 40 minutes
Medical or lab work – additional 2 weeks
Medical information submitted by CC to UW – 5 minutes
Final decision to complete application process – 8 minutes
2. It took 5 to 7 week to complete the application process.
Identify the capacity utilization and bottleneck(s) in the current process What recommendations would you make to
resolve the bottleneck(s)?
The bottlenecks in the current process are the inefficiencies of the application process and improving the process, increase the
efficiency then the company can be able to meet wastage levels and improve the efficiency of the direct sales application process.
The recommendations to resolve the issues are
To check the whole system.
Try to communicate the internal team to check the process.
Information from the client should be collected properly.
Proper way to interviewing people.
Miscommunication within resources will be cleared.
Improve the application process
Immediate response
Make Decision flow chart.
Skills of the internal team should be developed
Identify the problems correctly
Alternative solution for the problems
Good customer service
Is the process inefficient? If so, what would you do to make it more efficient? If not, what would you do to improve the
overall process?
Yes, the process is inefficient. If the Upper Canada Insurance would be successful in improving the process and increase the
efficiency then company can be able to meet wastage levels and improve the efficiency of the direct sales of application process.
The flow chart to make it efficient
Insurance Application Process
12 hours delay
Case coordinators audit and prepare the
application in 8 minutes
Application Approval