5 days
Claims Processing TAT
0.8%
Processing Error Rate
-41%
Cost per Claim Processed
100%
Surge Event SLA Attainment
The challenge
- Claims backlog averaging 14 days per case, driving customer complaints and regulatory attention
- Processing error rate at 3.4% requiring reopens and additional customer contact cycles
- Cost per claim processed at $87 onshore, above the $52 industry benchmark
- Difficulty scaling for seasonal weather-event claim surges without long lead times
- Compliance overhead increasing state-by-state as the carrier expanded footprint
The Corpshore approach
- Recruited university-educated Baguio workforce with structured insurance domain training
- Deployed a Six Sigma green-belt QA layer with statistical process control on error patterns
- Built a dedicated surge capacity team for weather event scaling with 72-hour activation SLA
- Integrated with the client's Guidewire ClaimCenter and legacy policy administration systems
- Established state-specific compliance playbooks and quarterly regulatory refresh training
Results and impact
| Metric | Before | After | Change |
|---|---|---|---|
| Claims Processing TAT | 14 days | 5 days | -64% |
| Processing Error Rate | 3.4% | 0.8% | -76% |
| Cost per Claim Processed | Baseline | -41% | 41% reduction |
| Surge Event SLA Attainment | N/A | 100% | 3 events absorbed |
| Customer Complaint Rate | Baseline | -58% | 58% reduction |
| First-Notice-of-Loss Response | 12 hrs | 3 hrs | -75% |
Baguio operates like a well-run onshore back office at Philippines cost economics. The Six Sigma discipline is what makes it work.