UK general insurer Royal & SunAlliance has been through a period of significant change and restructuring. Last year it rolled out an integrated UK policy administration system, which replaced a large number of legacy systems. It also reduced the number of claims by more than half, reducing costs.

There are three categories of IT projects at the company: initiatives that meet legal and regulatory requirements; necessary work to ensure the business runs efficiently; and thirdly, business change and innovation. It is through this third category that it hopes to deliver better service to its customers. “We are also harnessing technology to improve transparency and deliver better service to our customers. In Scandinavia our web system allows customers to track progress of their claim and receive automatic updates,” says Andy Haste, group chief executive.

During 2005, the company improved the functionality of its More Th>n website, backing this with a targeted marketing campaign directing more customers to the internet. The company now has about 15,000 visitors to its websites each day.

The company has been working with its services partner Accenture on a major project to improve operational efficiency. The project is scheduled for completion in 2007 and will house more than 10Tb of claims and policy administration information for both business and consumer customers.

Royal & SunAlliance’s focus is to provide better customer service through process improvements and staff training.