A Digital Transformation Project
Overview
Company
Industry
Financial Services
Project Name
CI Renewal Automation
My Role
Project Owner
The Challenge
The existing Critical Illness (CI) Renewal process involves highly repetitive steps, causing underwriters to lose time on tasks like specifications lookup, manual data entry, and repetitive calculations. This inefficiency resulted in extended turnaround times, strained internal resources, increased human errors, and a negative impact on the customer experience.
The Solution
Implemented an RPA-powered renewal pricing tool to automate key stages of the CI renewal cycle for underwriting teams.
KEY RESULTS
100x
Faster processing time
200+
Annual hours saved
98%
User satisfaction scores
Context
Sun Life is a leading global financial services organization delivering a broad range of insurance and wealth management solutions to both corporate and individual clients. With over 150 years of history, Sun Life may not be the first name associated with innovation and automation. However, through strategic digital transformation initiatives, we have proven that even long-established workflows can be reimagined to deliver exceptional efficiency, agility, and user experiences.
Within Sun Life, our team specializes in underwriting group insurance policies for small business clients across Canada. Due to this unique nature, we routinely manage a high volume of tasks throughout the policy lifecycle, examples include requests for quote, applications, and renewals. As digital transformation continues to drive change across the financial services sector, we saw a clear opportunity to reshape our existing processes with more efficient and user-centric solutions.
My Role
To meet this need, I led a cross-functional project team in adopting the lean digital transformation approach, where we focused on identifying process inefficiencies and optimizing processes through targeted digital solutions. As the Project Owner, my responsibilities were:
Identify pain points through stakeholder interviews and process mapping
Lead collaboration between cross-functional partners
Defined the project requirements and success metrics
Ideate and prioritize features for the CI Renewal Pricing Tool
Champion tool adoption and user satisfaction across organization
Understanding the Pain Points
Through in-depth shadowing sessions and end-to-end journey mapping, we discovered that underwriters spent significant time on highly repetitive tasks such as specifications extraction, manual data entry, and calculations. These inefficiencies led to the following key issues:
Problem
Root Cause (The Why)
Opportunity
Repetitive workflow tasks
Manual data extraction from multiple sources
Centralize data extraction workflows
Increased human error risk
Manual data input is prone to errors
Automate data aggregation, validation and input
Strained underwriting resource
High volume of repetitive, low-value tasks
Free up underwriting capacity for more value-driven tasks
Negative client experience
Delays and errors in renewal processing
Accelerate renewal processing and improve accuracy
Crafting User-Cetered Solutions
Building on a deep understanding of the pain points and opportunities identified, our next step was to design user-centered solutions that directly addressed underwriter challenges while driving measurable efficiency gains. Our approach centered on strategically automating key CI renewal tasks through two core improvements:
CI Renewal Pricing Tool
We developed a dedicated pricing tool that automatically pulls and consolidates policy specifications from multiple systems into a single, unified pricing tool. It empowers underwriters to calculate renewal pricing for all renewing CI policies simultaneously, significantly reducing manual effort and task processing time.
Streamlined Workflow
We redesigned the CI renewal process to simplify task ownership and reduce unnecessary handoffs. By enabling a single underwriter to manage the entire renewal process end-to-end, we improved speed, accountability, and ultimately, the quality of service delivered to our policyholders.
Implementation
The implementation of the CI Renewal Pricing Tool led to a remarkable 100x improvement in average processing speed, freeing up over 200 underwriting hours annually. This increased efficiency allowed the team to significantly reduce CI renewal turnaround times, improve customer satisfaction, and reallocate underwriter capacity to more complex cases and strategic initiatives.
Category
Before
After
Data
Manual extraction and input from multiple sources
Integrated, automated data consolidation
Errors
Frequent human errors due to manual entry
Significantly reduced human errors
Workflow
Work split between multiple underwriters
One underwriter manages end-to-end
Time
~17 hours per month
~10 minutes per month
Results
Building on a deep understanding of the pain points and opportunities identified, our next step was to design user-centered solutions that directly addressed underwriter challenges while driving measurable efficiency gains. Our approach centered on strategically automating key CI renewal tasks through two core improvements:
100x Faster Processing Time
Automated data aggregation and pricing workflows drastically reduced average processing time, and accelerated the end-to-end CI renewal process.
200+ Hours Reclaimed Annually
Time savings enabled underwriters to focus more on high-value analysis, client interactions, and risk assessments.
98% User Satisfaction Score
The intuitive, user-centered Renewal Pricing Tool led to widespread adoption and positive feedback across underwriting teams across Canada.
Streamlined Workflow
By redesigning the CI renewal workflow, we established a new operation model where one single assigned underwriter manages all CI renewals each month. This clear ownership has enhanced accountability, simplified workflow management, ultimately leading to faster, more accurate and consistent service delivery.
Improved Customer Experience
Faster renewals and fewer errors strengthened client trust and enhanced the overall service experience.
Reflection
This project reinforced the importance of deeply understanding the why behind user pain points before jumping into solutions. By carefully analyzing underwriting workflows through work shadowing and journey mapping, we were able to design a tool that improved both internal efficiency and overall client experience.
What Went Well
Prioritizing a deep understanding of user pain points was crucial. This approach ensured that the solutions developed were highly aligned with the user's real needs, leading to strong adoption and high user satisfaction rate.
What Could Be Improved
If I were to extend the project, I would implement a structured system for ongoing monitoring of the tool’s performance and regular user feedback collection. Continuous measurement would allow for iterative improvements and ensure that the solution remains effective over time.