The Review and Transformation of Organization-Wide Processes of Sanlam Life Insurance
Streamlining for success: Sanlam revamps processes, accelerates claims, and elevates customer satisfaction in Nigerian insurance.
Background
Sanlam Life Insurance, a leading insurance company in Nigeria, is dedicated to enriching lives
through a comprehensive range of insurance plans that address various life needs.
Recently, the company recognized an opportunity to enhance its commitment to excellence by
improving service delivery and ensuring prompt claim settlements.
The Challenge
Sanlam faced a surge in customer complaints regarding suboptimal service delivery and delayed
claim settlements. Upon investigation, the Strategy; Corporate Planning Team identified
potential inefficiencies in the company’s business processes. These processes were found to be
non-standardized and outdated, failing to meet current industry standards and customer
expectations.
Solution
To tackle these challenges, Sanlam Nigeria partnered with Caladium Consulting. Caladium was
tasked with conducting a thorough review of all operating processes, identifying gaps and areas
for improvement. Caladium Consulting worked to update and optimize these processes, ensuring
they align with contemporary industry standards and best practices.
The Results
The standardization and optimization of Sanlam’s processes, particularly within Technical
Operations, have significantly enhanced service delivery. This transformation has led to more
efficient operations and faster claim settlements, thereby improving customer satisfaction and
reinforcing Sanlam’s reputation for excellence
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