It is our goal to...

Help clients realize ambitions and tackle issues covering their Target Operating Model.

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Discover our Services

Operations excellence

Transaction service

We support your organisation in every phase of a transaction with insights on integration costs & approach, while keeping a clear focus on your key priorities.

Core insurance operating model

We assist you in the rising need for transparency and automation. As dedicated specialists we only work for the insurance sector, from small innovations to wide reorganizations.

Sourcing

By Strategic Sourcing we develop supply channels at the lowest total cost, not just the lowest purchase price. Then we implement, covering the entire insurance value chain.

Process optimization

Our in-depth experience in insurance and process analysis combined with our expertise in different new technologies, helps companies to bring their processes to a high level of efficiency and put digital in their most critical and essential business processes.

Business architecture

By keeping an eye on the bigger picture, or the well thought vision that lies behind the business model of your company, we assist in defining your architecture. Not only by delving into details but also by challenging your business model. By doing that we assist in ensuring a seamless integration between business and ICT.

Delivery excellence

Package configuration & implementation

We have proven methodologies for integrating core insurance packages and migrating life and non-life insurance portfolios. So let's draw you a smart and solid implementation plan.

Vendor selection

We know all the players and what they have to offer today. We will guide you through the selection process, meeting all your needs and reducing costs by saving valuable time.

Migration

Migration of insurance portfolios requires a well-defined strategy. We help you draw and execute a clever approach, while safeguarding data quality and continuously testing.

Walk through the Target Operating model & discover how we can help you.

Insurance Target Operating Model

01

Distribution Channels

Brick Channels

How to integrate brick and digital channels?
Ensur helps clients identify and document the added value of each channel; detail the requirements and processes that constitute a truly multichannel venture; describe the customer journey through the different channels; visualize the Target Channel Model; select and implement the technology underpinning this venture.

How to make sales processes more efficient?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

Show me the classic view of the Target Operating model

Digital Channels

How to integrate digital and brick channels?
Ensur helps clients identify and document the added value of each channel; detail the requirements and processes that constitute a truly multichannel venture; describe the customer journey through the different channels; visualize the Target Channel Model; select and implement the technology underpinning this venture.

How to improve sales through digital channels?
Together with its partners Ensur helps clients incorporate best e-commerce practices from leading industries whilst preserving the specificities of the insurance business; typically starting with workshops and brainstorm sessions to decide which practices could serve the client.

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02

Product Development & Sales

Sales Support

How to improve Sales Coaching?
Ensur helps clients document the Sales Coaching function and governance based on good market practices; analyse factors that impact Sales Coaching time and quality; list criteria for measuring Sales Coaching performance; pilot and roll out the improved Sales Coaching function.

How to adapt sales remuneration to legal requirements whilst supporting commercial objectives?
Ensur helps clients assess the impact of legal requirements on their remuneration model, using input from market practices; prioritize modifications to remuneration models, using excel-based scoring and calculation tools; draw an action plan for implementing the new remuneration model; typically starting with a series of workshops.

How to select and implement Sales Support tools?
Ensur helps clients list Sales Support tools based on knowledge of the market; draw and follow up Request for Information and Request for Proposal, based on detailed functional and non-functional requirements; evaluate vendors against a proven methodology, visualizing scores in an excel-based tool; document the decision points and present them to the Board.

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Channel Management

How to improve channel integration?
Ensur helps clients identify and document the added value of each channel; detail the requirements and processes that constitute a truly multichannel venture; describe the customer journey through the different channels; visualize the Target Channel Model; select and implement the technology underpinning this venture.

How to measure channel performance?
Ensur helps clients identify and document indicators which indicate channel performance, based on good market practices; select a limited set of Key Performance Indicators; develop and install reporting and governance around channel performance; roll out communication plans linking strategy to performance to remuneration.

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Commercial Admin

How to standardize and automate the commercial administration process (remuneration, contract admin)?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

How to select and implement Commercial Admin tools?
Ensur helps clients list Sales Support tools based on knowledge of the market; draw and follow up Request for Information and Request for Proposal, based on detailed functional and non-functional requirements; evaluate vendors against a proven methodology, visualizing scores in an excel-based tool; document the decision points and present them to the Board.

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Curstomer Service Management

How to convert customer contracts into leads?
Ensur helps clients transform client conversation into conversion; determine optimal contact frequency and channel mix; list and document means of getting response from customers; identify and document triggers to start a customer dialogue; develop and implement a means of qualifying and managing cross-sell and up-sell leads.

How to improve customer experience at each touchpoint?
Together with its partners Ensur helps clients incorporate best e-commerce practices from leading industries whilst preserving the specificities of the insurance business; typically starting with workshops and brainstorm sessions to decide which practices could serve the client.

How to improve customer complaint handling?
Ensur helps clients assess their complaints handling process against good market practices (response timing, complaints resolution ratio); re-engineer the complaints handling process; clarify complaints handling roles & responsibilities and governance; select and implement tools to support claims handling.

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Product Management

How to shorten the time-to-market for new products?
Ensur helps clients re-engineer the product development process, typically clarifying responsibilities and installing stage-gate decision points; implement tools which allow to increase the modularity of new products.

How to rationalize our company’s product portfolio?
Ensur helps clients identify and document the criteria indicating whether products can stay in portfolio or should be decommissioned; draw a detailed action plan to implement the decisions taken.

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Marketing

How to increase customer loyalty?
Ensur helps clients identify and document the criteria that indicate loyalty; detect customer behaviour which predicts churn; draw a detailed action plan to increase loyalty and even advocacy.

How to implement digital Marketing?
Together with its partners Ensur helps clients incorporate best practices from leading industries whilst preserving the specificities of the insurance business; typically starting with workshops and brainstorm sessions to decide which practices could serve the client.

How to optimize the use of Big Customer Data?
Ensur will NOT help clients install a multi-million dollar company-wide program around Big Data. An iterative incremental agile approach works much better; typically starting with a sound data strategy; then implementing it in an area where clients can reap quick benefits.

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03

Insurance Operations

Underwriting

How to improve underwriting performance?
Ensur helps clients assess underwriting performance against market practices; analyse and document root causes of underperformance; identify and implement factors of predictive underwriting; link underwriting to ever increasing data availability; develop a detailed action plan for improving underwriting performance.

How to standardize and automate the underwriting process?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

Show me the classic view of the Target Operating model

Policy Admin

How to standardize and automate the Policy Admin process?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

How to best source Policy Admin?
Ensur helps clients assess against proven criteria whether all or certain Policy Admin activities should be sourced internally or externally; select and evaluate possible partners for external sourcing; transfer activities to the external partner.

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Claims Management

How to standardize and automate the Claims process?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

How to minimize claims leakage?
Ensur helps clients identify, document and measure factors which indicate claims leakage; list actions to improve on leakage; insert formal control points in the Claims Mgt processes; select and implement tools for preventing leakage.

How to make claims status information accessible to the customer?
Ensur helps clients consolidate and store claims status information; disclose the information to customers via different touchpoints; select and implement technology which facilitates claims status disclosure.

Show me the classic view of the Target Operating model

IT

How to make the BUILD or BUY decision?
Ensur helps clients draw a detailed business case comparing benefits and costs of developing a solution in house vs buying it externally, based on a thorough documentation of business requirements; formulate clear decision points and present them to the Board; document the decision taken including a high-level implementation plan.

How to select the right packaged solution?
Ensur helps clients list possible vendors based on knowledge of the market; draw and follow up Request for Information and Request for Proposal, based on detailed functional and non-functional requirements; evaluate vendors against a proven methodology, visualizing scores in an excel-based tool; document the decision points and present them to the Board.

How to migrate data from one system to another?
Ensur helps clients draw a clear migration strategy and approach; detail the migration scope (applications, data, history, …); tackle the data quality issue; design and test the migration (data mapping, reconciliation); draw a detailed cut-over plan, including transitional measures; execute the migration.

How to implement a new solution?
Ensur helps clients draw a detailed Solution implementation plan; transform business requirements into functional and technical specs; follow up on development, testing and implementation activities; install clear governance.

How to make Testing more efficient and effective?
Ensur helps clients draw a clear and detailed Test plan based on proven methodologies and market best practices; identify and document the different test roles; develop and roll out reporting and governance; manage test teams on large programs.

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Risk & Compliance

How to implement ever increasing legal & regulatory requirements?
Ensur helps clients assess the impact of new legislation on processes and operations; adapt processes and operations accordingly; identify the business opportunities in new legislation; get inspiration from other companies which are confronted with the same legislation.

How to embed the Risk Management function in the daily business?
Ensur helps clients move risk controls as much as possible to the first line and incorporating them formally into business processes; develop and install follow-up and governance around these controls; provide communication and training to the business people who execute and report the controls.

How to professionalize the Compliance function?
Ensur helps clients assess their current Compliance function against market practices; design and implement a Compliance Target Operating Model, combining and linking strategy to processes to underlying architecture.

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04

Support Functions

HR

How to analyze & improve the capacity of the different insurance functions?
Ensur helps clients assess capacity against proven criteria and market practices, using an excel-based calculation tool; improve capacity typically by clarifying roles and/or sourcing activities differently.

How to better define roles and responsibilities within the organization?
Ensur helps clients document the different roles and responsibilities based on standard market practices; link roles and responsibilities to processes; implement supporting tools (e.g. RACI).

How to formalize collaboration between the different parts of the organization?
Ensur helps clients formalize collaboration by drawing, negotiating and implementing Service Level Agreements, using standard practices and performance measures and penalties.

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Finance

How to better align Regulatory and Management reporting?
Ensur helps clients list and document their current reporting set; document the different performance measures and their relation (typically through value driver trees); improve the re-usability of regulatory reporting for management purposes; analyse and improve the sourcing of data used for reporting.

How to improve the monthly, quarterly, yearly closing processes?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

Show me the classic view of the Target Operating model

Asset Management

How to improve the Asset Management process?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

Show me the classic view of the Target Operating model

Facility & Vendor Management

How to professionalize the Vendor Management function?
Ensur helps clients assess their current Vendor portfolio against proven criteria; decide which vendors can stay and which should be let go; develop or select a tool for scoring and managing vendors; define clear responsibilities and governance with regard to Vendor Mgt.

Show me the classic view of the Target Operating model

Project & Change Management

How to professionalize the Project Management function?
Ensur helps clients install Project & Change Mgt best practices, focusing on practice rather than theory (put in place a methodology that suits the purpose of the project); install PM governance including a Project Office; select and implement tools to support PM practices; train in-house PMs on the job.

How to manage the project portfolio holistically?
Ensur helps clients assess their project portfolio against proven criteria; assess the level of professionality of their PPM function; draw a clear action plan to implement good practices; select and implement tools to support the PPM function.

How to best manage projects?
Ensur helps clients DELIVER on projects, not only by managing budgets, priorities and timing, but also business scope and content. This includes a strong collaboration between business and IT, and a close managing of IT vendors. Not to forget: a strong focus on project governance and communication.

How to best execute Change Management?
Ensur helps clients execute Change Management in a very practical manner, focusing on communication, training and stakeholder management – supported by easy-to-use excel-based tools.

How to identify and prioritize strategic options?
Ensur helps clients incorporate internal and external factors (including future trends) into a workable and understandable strategy. Starting with workshops combining brainstorming (‘getting wild’) with defining and prioritizing concrete actions (‘getting real’).

Show me the classic view of the Target Operating model

Reinsurance

How to improve the Reinsurance process?
Ensur helps clients assess their processes against market practices and performance; re-engineer processes using proven methodologies and tools for design and documentation; typically applying principles of Lean (cut waste, manual work, rework, …) and Business Architecture (linking strategy and applications through E2E processes); document process goals; document internal and external responsibilities down to lowest level of activity (procedures); pilot and implement the improved processes.

Show me the classic view of the Target Operating model
05

Management

General Management

How to install structural innovation in our company?
Ensur helps clients add innovation aspects to existing processes (typically Product Development); install specific innovation processes and governance; hold workshops to discuss best practices from innovation leaders both inside and outside the insurance industry.

How to measure overall performance of our company?
Ensur helps clients construct value driver trees visualizing how Key Performance Indicators influence each other and overall performance; select and document a limited set of KPIs; consolidate KPIs into Balanced Scorecards; pilot and roll-out scorecards throughout company.

How to best tackle large transformations?
Ensur helps clients design a Target Operating Model visualizing what the envisaged transformation should result in, and linking strategy to business architecture to IT architecture; translate the TOM into detailed requirements; document the gaps between AS-IS and TO-BE; draw a detailed and realistic implementation plan; roll out the TOM.

How to better align strategy, processes and architecture?
Ensur helps clients install the principles of Business and Enterprise Architecture, installing clear links and back & forth traceability between strategy, processes and IT applications; document these principles; select and implement a tool to make principles workable in daily practice.

Show me the classic view of the Target Operating model
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Check out the roles Ensur can fulfill at your projects.

Ensur roles at projects

Business/functional Analyst

The Business Analyst analyzes and designs business models, organizations, processes, business & functional requirements – typically establishing the link with supporting systems. Might also be involved in testing and implementing the TO-BE solution.

Business architect

The Business Architect works with senior business stakeholders, playing a key role in continuous improvement, business transformation & business innovation initiatives. He applies proven methodologies such as CMMI, ISO, Lean & Six Sigma to develop operating models including supporting technology.

PMO

The PMO supports the Project Manager, Program Manager or Portfolio Manager in efficiently running the project, program or portfolio. Tasks include: updating the project, program or portfolio plan; tracking budget and consolidating the budget for status reporting; maintaining the Risks and Issues log; recording meeting minutes.

PMO Lead

The PMO lead is responsible for the daily work & delivery of a group of PM Officers (task description: see PMO). He is typically the right hand of the PM on larger projects.

Workstream Lead

The Stream Lead typically steers a team of analysts, developers or testers, focusing either on testing (test management), business analysis (lead business analyst), technical analysis (lead technical analyst) or migration (lead migration).

Project manager

The Project Manager manages all important aspects of a project: scope, planning, delivery, stakeholders, team, risks and issues, financials. They combine knowledge of the FS industry, of IT aspects and PM methodologies.

Program manager

The Program Manager leads a combination of different related projects, managing business impact, cross-border aspects, different Project Managers and stakeholders. Role requires excellent people management skills and experience with C-level communication.

Portfolio manager

The Portfolio Manager analyzes the different current and planned projects to provide an overall view of the portfolio; he helps prioritize projects within available budget; he defines and implements the PPM organization & process.

Change manager

The Change Manager manages the human change required by a project. Typical tasks include: drafting and executing a Communication and Stakeholder Mgt Plan; drafting and maintaining a Training Plan; measuring progress via dedicated KPIs.

Business/functional Analyst

The Business Analyst analyzes and designs business models, organizations, processes, business & functional requirements – typically establishing the link with supporting systems. Might also be involved in testing and implementing the TO-BE solution.

Business architect

The Business Architect works with senior business stakeholders, playing a key role in continuous improvement, business transformation & business innovation initiatives. He applies proven methodologies such as CMMI, ISO, Lean & Six Sigma to develop operating models including supporting technology.

PMO

The PMO supports the Project Manager, Program Manager or Portfolio Manager in efficiently running the project, program or portfolio. Tasks include: updating the project, program or portfolio plan; tracking budget and consolidating the budget for status reporting; maintaining the Risks and Issues log; recording meeting minutes.

PMO Lead

The PMO lead is responsible for the daily work & delivery of a group of PM Officers (task description: see PMO). He is typically the right hand of the PM on larger projects.

Workstream Lead

The Stream Lead typically steers a team of analysts, developers or testers, focusing either on testing (test management), business analysis (lead business analyst), technical analysis (lead technical analyst) or migration (lead migration).

Project manager

The Project Manager manages all important aspects of a project: scope, planning, delivery, stakeholders, team, risks and issues, financials. They combine knowledge of the FS industry, of IT aspects and PM methodologies.

Program manager

The Program Manager leads a combination of different related projects, managing business impact, cross-border aspects, different Project Managers and stakeholders. Role requires excellent people management skills and experience with C-level communication.

Portfolio manager

The Portfolio Manager analyzes the different current and planned projects to provide an overall view of the portfolio; he helps prioritize projects within available budget; he defines and implements the PPM organization & process.

Change manager

The Change Manager manages the human change required by a project. Typical tasks include: drafting and executing a Communication and Stakeholder Mgt Plan; drafting and maintaining a Training Plan; measuring progress via dedicated KPIs.

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Interesting in working together? Contact Niki

niki.serruys@ensur.be

+32 477 59 70 63

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