SQA2 Case Studies: Insurance
Overview
A global life insurance provider sought to enhance its digital transformation efforts by improving its quality assurance (QA) processes. The company, which operates in multiple countries including the UK, Canada, New Zealand, and Australia, faced challenges with underwriting workflows, lead management, and compliance testing across different brands. By partnering with SQA², the provider was able to implement streamlined QA strategies, optimize test automation, and ensure higher accuracy in policy management. The result was improved efficiency, reduced errors, and enhanced regulatory compliance.
Project Background
The insurance provider specializes in offering life insurance products through various channels. Their business model combines product manufacturing with a robust end-to-end customer engagement process, managing everything from underwriting to call center operations. However, the growing complexity of their digital ecosystem introduced challenges in maintaining QA standards across different regions.
Before engaging SQA², the company faced difficulties ensuring smooth execution of their onboarding processes, underwriting question flows, and automated regression testing. The lack of a scalable QA process led to inefficiencies, inconsistencies in data validation, and potential compliance risks.
Challenges
- Underwriting Complexity: The company needed to ensure accuracy in regional underwriting question flows, balancing regulatory requirements while maintaining customer clarity.
- Inefficiencies in Lead Management: Agents previously had to wait 20 minutes before retrieving abandoned leads, leading to lost sales opportunities.
- Compliance Across Multiple Regions: Ensuring accuracy in language localization (e.g., UK vs. Canadian English) and compliance with regional regulations posed a major challenge.
- Lack of Automated Regression Testing: Without automation, manual testing efforts were repetitive, time-consuming, and prone to human error.
- Customer Communication & Engagement: Managing appointment confirmations, missed call follow-ups, and lead assignments required a structured testing approach to prevent inefficiencies.
Solutions Implemented by SQA²
Enhanced Underwriting Testing & Optimization:
- SQA² implemented structured test cases to verify underwriting questions and ensure proper functionality across multiple brands.
- Conducted extensive clarity checks to improve wording and accessibility for customers and agents.
- Identified and addressed regional discrepancies, ensuring adherence to country-specific compliance requirements.
Automated Regression Testing for Efficiency:
- Introduced automated test scenarios to replace repetitive manual efforts across different insurance brands.
- Developed an automation maintenance framework to quickly adapt to changing requirements without disrupting test execution.
- Reduced testing time significantly, allowing QA teams to focus on higher-value exploratory testing.
Optimized Lead Management & Sales Efficiency:
- Resolved a major issue where agents had to wait 20 minutes before retrieving abandoned leads, leading to a measurable increase in lead conversion rates.
- Improved response time for lead pickup and optimized agent workflows, boosting overall sales performance.
Data Accuracy & Compliance Validation:
- Ensured all text validations met business requirements and compliance standards.
- Implemented first and last name prefix testing in automation scripts to accurately process leads from being picked up in the test environment.
- Developed specialized test accounts and lead-creation workflows to maintain separation between test and production environments.
Improved Customer Communication Testing:
- Validated SMS appointment reminders, ensuring customers received timely notifications before scheduled calls.
- Enhanced missed call follow-up processes, allowing customers to reschedule through automated SMS prompts.
- Ensured that all outbound communication met regional compliance mandates and company policies.
Outcomes & Measurable Impact
| Metric | Pre-SQA² | Post-SQA² Implementation |
|---|---|---|
| Agent Lead Retrieval Time | 20 minutes | Immediate retrieval |
| Testing Time for Regression | Manual, slow | 60% faster with automation |
| Compliance Violations | Frequent issues | 100% adherence to regional requirements |
| Underwriting Clarity Issues | High | Significant reduction |
| Sales Conversions from Abandoned Leads | Low | Increased post-optimization |
After implementing SQA²’s QA strategies, the company experienced significant efficiency improvements. Sales teams could retrieve leads in real-time, reducing delays in customer engagement. Automated testing streamlined compliance validation across multiple regions, eliminating the need for extensive manual checks. These enhancements contributed to a more agile and effective QA operation, allowing the team to focus on higher-value tasks
Lessons Learned & Best Practices
- Leverage Automation for Smarter Testing: Implementing automated regression testing allowed the QA team to shift focus to exploratory and strategic testing.
- Compliance Must Be Built-In: Ensuring text validation and regulatory checks during test case development helped prevent post-release issues.
- Efficient Lead Management Drives Sales: Fixing inefficiencies in lead retrieval time directly impacted conversion rates and sales revenue.
- Continuous Collaboration is Key: Regular collaboration between QA, business analysts, and developers resulted in faster issue resolution and streamlined workflows.
Contact Us
If your company is facing QA challenges in the insurance industry, SQA² can help streamline your testing efforts, optimize automation, and enhance compliance. Our industry-specific QA solutions are designed to improve efficiency, reduce errors, and ensure regulatory compliance.
