CASE STUDY • Credit Union Insurer

How a Credit Union Insurer Streamlined Underwriting with Automation

Industry

Travel

Our Contributions

Strategy & Design, Intelligent Operations

The Challenge

Serving over 380 credit unions and 5 million members across Canada, the client offered business, liability, and property insurance but was held back by aging underwriting systems. Manual processes consumed over half of underwriters’ time, causing long turnaround times, high costs, errors, siloed data, and difficulty adapting to changing risk profiles. To stay competitive, they needed underwriting built for speed, accuracy, and scale, and that’s where we came in.

How We Did It

Together, we built a platform and created a smarter way to underwrite.

Designed for Speed and Clarity

We assessed the legacy environment, created an automation roadmap, and built scalable low-code workflows for underwriting, standardizing processes while retaining flexibility for business rules.

Embedded Intelligence Where It Matters

We automated data capture and validation, applied real-time analytics for more precise risk assessment, and delivered actionable insights through clean, intuitive dashboards.

Ensured Smooth Deployment and Adoption

We connected the new solution to existing systems, used Appian’s built-in tools for safe, reliable updates, and provided ongoing support to keep it stable and easy to improve over time.

The Result: A Faster, Smarter Underwriting Engine

Together, we replaced the client’s legacy system with a tailored, low-code platform built on Appian. The results were immediate and measurable:

71%

reduction in case review time

33%

faster underwriting turnaround

28%

boost in SLA adherence

62% to 90%

of tasks completed on time

Lower cost per decision, higher-quality risk assessments
Greater transparency for customers, including real-time coverage updates
Seamless regulatory compliance through standardized decision logic
Ongoing flexibility to evolve processes as the business scales

The automation led to an operational reboot, and it’s now the backbone of a more agile, cost-effective business model.

The Bottom Line

This transformation turned a legacy-bound underwriting operation into a lean, insight-driven system. It enabled the client to deliver faster, more accurate insurance decisions while cutting costs and improving customer experience. With a modern platform and scalable workflows, they’re now equipped to adapt faster and compete stronger in a dynamic market.