Modernising Policy and Claims Administration for a Global Insurer
A global insurance organisation operated two separate lines of business, each with its own processes, teams and supporting systems. This created duplication across the operating model, inconsistent experiences for brokers and clients, and increased cost and complexity in day-to-day operations.
The supporting technology landscape had evolved into a complex estate of interconnected applications and services spanning policy administration, claims management, document generation services, broker engagement and digital channels.
The organisation set out to unify the two Lines of Business into a single, simplified operating model, supported by a modern Policy and Claims administration ecosystem.
The objective was to reduce duplication, improve operational efficiency and deliver a consistent experience for brokers, clients and internal teams, underpinned by a coherent, future-ready technology foundation.
Mosaic Island provided architecture services across the full programme lifecycle, from early discovery and ideation through to delivery support.
The team led the end-to-end architecture for the transformation, covering business, solution, integration and infrastructure architecture. Key deliverables included the overall solution blueprint, integration architecture, infrastructure specifications, Identity and Access Management (IAM) approach, and alignment with Finance ARAP.
Working closely with the systems integrators and product vendors — who were responsible for detailed platform design and delivery — Mosaic Island ensured architectural coherence across the programme. This included aligning system‑level designs to the target architecture, managing cross‑platform dependencies, and supporting key design decisions through structured options analysis and architectural recommendations.
The team provided ongoing architecture governance and assurance, reviewing designs, managing architectural risks and dependencies, and ensuring delivery remained aligned to agreed enterprise, solution, and infrastructure principles.
Mosaic Island delivered the architecture capability as a managed service, overseeing service coordination, deliverable management, resource planning, and client engagement. This flexible model allowed the architecture team to scale in line with programme needs, ensuring the client had the right expertise at the right time throughout the transformation.
The programme consolidated two separate Lines of Business into a single product and service offering, reducing the complexity of supporting parallel business processes and technology landscapes.
The new Policy and Claims administration ecosystem replaced a fragmented legacy landscape with a modern, scalable platform capable of supporting future growth and continued product innovation.
Policy and Claims Administration
Broker CRM
Quote and Policy document generation
Finance ARAP
