The Industry Landscape
Re-inventing AR in Insurance
AR remains one of the most complex and error-prone finance functions in the insurance sector. Fragmented policy administration systems, manual reconciliation and inconsistent broker communication slow down cash flow and increase operational risk. These challenges intensify as insurers expand portfolios and manage diverse broker networks.
Leading firms are re-thinking their approach by centralizing AR operations, integrating legacy systems through low-code platforms and embedding digital broker portals to improve transparency and trust. Furthermore, organizations are coupling automation with analytics to move from reactive collections to proactive credit risk management.
The Client Challenge
Fragmented Systems and Broker Strain
The client’s AR process operated across multiple UK locations, with several policy administration systems and manual workflows supporting ~5,000 brokers and ~15,000 agencies. This fragmented setup delayed invoicing, created inconsistent data and exacerbated operational costs. Brokers were impacted by slow responses, limited visibility and inconsistent communication.
The client recognized opportunities to enhance efficiency, speed and transparency. Key focus areas included:
The Solution
Centralized, Digitized AR Powered by Analytics & Gen AI
As a digital-led domain partner, WNS collaborated with the insurer to deliver holistic digital transformation anchored on centralization, standardization and digitization. The engagement combined deep operational expertise, proactive broker engagement and advanced technologies to create a unified and intelligent AR function.
The solution rested on three pillars, comprising:
Optimized Operating Model
WNS re-engineered the end-to-end AR workflow to eliminate silos and align financial outcomes with service delivery.
Established clear ownership, streamlined handoffs and standardized processes across systems and teams.
Enhanced broker-insurer alignment through clearer commercial terms, structured payment frameworks and consistent engagement protocols.
Technology Modernization
Integrated multiple legacy systems via Appian-powered low-code orchestration for seamless, real-time data exchange and easy scalability.
Deployed an online broker portal with integrated & automated payments and broker interactions.
Digitized and automated AR tasks such as invoicing, reconciliation and broker communications using Robotic Process Automation (RPA) and workflow tools.
Deployed WNS’ Gen AI Response Interface (GARI) chatbot to automate query responses, reducing manual effort and speeding up issue resolution.
Embedded Analytics
Developed a broker-profiling engine for actionable insights on debt aging, broker behavior and underwriting hotspots.
Leveraged insights for proactive collections, improved credit risk management and performance tracking.
This framework resolved immediate inefficiencies while laying the foundation for a scalable, data-driven and broker-centric AR function.
The Outcome
Strong Adoption and Improved Cash Flow
The transformation delivered a unified, intelligent and future-ready AR ecosystem that not only strengthened broker relationships through faster responses and improved transparency but also empowered the finance function with predictive insights and positioned the client for long-term strategic agility across underwriting, claims and compliance.
Key tangible outcomes included:
> percent
broker portal adoption within 6 months of launch, demonstrating strong market acceptance
~ percent
reduction in overdue debt, improving cash flow and financial stability
~ percent
reduction in operational costs, freeing resources for higher-value activity
>
broker queries per month accelerating query resolution through broker portal and chatbot