Business process simulation for claims transformation

Westfield Insurance is undertaking a replacement of its legacy claims system. They had several business process and staffing changes they were considering; however, they had no way to test their options prior to implementation. After successfully simulating the First Notification of Loss (FNOL) to adjuster assignment process, Westfield decided to append the rest of the claims process. This resulted in an end-to-end claims process simulation, including adjudication, settlement, litigation, salvage, subrogation claims and fraud. The process, results, and lessons learned are discussed.