A Fortune 500 insurer
Rebuilt onboarding around the real first week on the job.
- IndustryInsurance
- SolutionBespoke training
- Learners1,400 new hires a year
- Built in12 weeks
The challenge
New claims handlers spent their first week reading 400 pages of policy. By Friday, they had not touched a single claim.
Team leads re-trained every new hire by hand, and one in four left before the end of month three. Onboarding taught the rulebook, not the job.
The cost: 11 weeks to full productivity, and 350 early exits a year, each one a hiring process started again.
The approach
Four stages, from the real problem to a tested course. Stage names follow the Y.U.T.O. method once it is named.
- Y
Stage one
We shadowed eight experienced claims handlers and mapped what they actually do in a normal week. Five tasks covered 80% of the work.
- U
Stage two
Onboarding became that week: one real task a day, in a safe copy of the claims system, with the policy shown only when a decision needs it.
- T
Stage three
Short videos of experienced handlers explain the judgement calls. A practice inbox lets new hires make those calls before they meet a real customer.
- O
Stage four
Managers get a five-point check-in for every Friday. We tuned the tasks with the first two groups of new hires before the full rollout.
The result
- −40%time to full productivity
- −45%exits in the first 90 days
- 4.7/5rating from team leads
New people now handle real claims on day two. My team leads got their afternoons back.
See it
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