Reduce late issuance of policy

From 13 Days to Just 2: How Lean Partner Transformed Policy Issuance Speed and Customer Experience

For years, customers had been voicing the same complaint: “Why is my policy arriving so late?” What should have been a simple, timely policy issuance process had instead turned into a long and unpredictable wait. On average, it took 13 days from application to policy contract delivery — a delay that not only frustrated customers but also strained the company’s reputation. Internally, staff felt the pressure too. Overtime became normal. Quality checks dragged on. And every day that passed without a solution added to the organization’s operational fatigue.

When Lean Partner was invited to uncover the root of the problem, we discovered that the issue wasn’t caused by a single weak point — but an entire chain of inefficiencies. The imaging QC process alone consumed a median of 7 days, representing more than 54% of the total turnaround time. Data showed a clear pattern: the longer QC took, the longer the policy issuance time became. Multiple streams of incoming proposals complicated the workflow further, causing duplication, repeated checks, and delays. A multi-vari chart (page 6) confirmed that single-source submissions significantly reduced QC time, especially when using e-submissions.

Digging deeper, we found even more hidden barriers. Branches in the Northern and Southern regions were producing poor-quality images due to outdated scanners, forcing staff to spend excessive time on Kofax adjustments. Distance also played a role — documents from East Malaysia branches took much longer to courier, delaying the overall process. All of these issues created a perfect storm of slow processing, heavy workload, and declining customer satisfaction.

Instead of applying band-aid fixes, Lean Partner redesigned the experience. We established controls to limit submissions to a single, clean source. We encouraged eSub adoption and reduced manual submission dependency. We introduced a digital-first approach — the ePolicy system — eliminating the need for physical printing, courier services, or manual hand-offs. And we brought clarity back into the workflow by removing unnecessary steps and ensuring staff no longer carried the burden of repetitive QC work.

The shift was dramatic. In the new target-state workflow (page 10), human involvement in downstream processes was almost entirely removed. Within one day of policy issuance in RLS, agents and customers now receive a welcome email with direct access to their ePolicy via the Customer Portal. Instead of waiting nearly two weeks, customers can now download their policy within just 2 days of risk acceptance — a complete transformation in service delivery.

Within just four months of the pilot run, the organization saw a remarkable transformation. Refund turnaround time improved dramatically, error rates among new staff dropped, and overall customer satisfaction increased. The business not only achieved its target — it exceeded it.

The results of this transformation were significant and measurable:

  • Customers can download their ePolicy within 2 days
  • RM 57,600 annual FTE savings
  • RM 243,000 annual paper cost savings
  • Reduced workload for imaging QC staff
  • Improved customer satisfaction and brand trust

This success story demonstrates how technology, streamlined processes, and thoughtful problem-solving can completely redefine customer experience. By eliminating delays and unlocking a digital-first approach, Lean Partner helped the organization not only fix a long-standing operational challenge but also elevate its service standard to a modern, customer-friendly level.