Value Stream — Motor Insurance Claims
Motor claim from first notification of loss to settlement: 2.4 hours of handling inside a 9.5-day lead time, with damage assessment identified as the constraint and a 50% rolled throughput yield.
Make it your own.
title "Motor claim — FNOL to settlement"
supplier "Policyholder FNOL calls"
customer "Settled claims" demand: 620/week
available 40h/week
control "Claims workbench"
process "First notification of loss" { ct: 14m; uptime: 95%; operators: 12; fpy: 81% }
wait 6h
process "Coverage validation" { ct: 22m; uptime: 93%; operators: 7; fpy: 88% }
inventory 410 claims
process "Damage assessment" { ct: 65m; uptime: 86%; operators: 9; fpy: 79% }
wait 3d # engineer site visit scheduling
process "Repair authorisation" { ct: 18m; uptime: 91%; operators: 5; fpy: 93% }
wait 5d # bodyshop capacity
process "Settlement + payment" { ct: 26m; uptime: 97%; operators: 4; fpy: 96% }
info "FNOL intake" from supplier to control electronic
info "Engineer instruction" from control to "Damage assessment" electronic
info "Settlement letter" from "Settlement + payment" to customer manual