HBOS – Insurance system
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In 2009, HBOS plc developed a new insurance claims processing system for their General Insurance team. The new system would change the existing processes in place in relation to how calls were processed. The General Insurance team is split across two sites at Copley (Halifax) and Nottingham, involving approximately 400 colleagues.
HBOS commissioned Dynamic to develop an e-learning programme, to be accessible via their corporate intranet, with the aim of preparing colleagues for the implementation of the new business system.
Our solution incorporated a system simulation covering the new functionality of the claims process followed by scenario based learning to check for understanding and give the employee an opportunity to practice using the new screens in a sand pit environment.
Due to the success of the initial programme, a second refresher module was developed using more in-depth and complex scenarios to check for correct procedures being used by more senior claims handlers on the new system.