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Insurance Subrogation



Insurance Subrogation


Insurance industry leader sought to enhance the financial performance of its Subrogation Collection Centers by improving processing effectiveness and reporting capabilities.


  • Improve Subrogation Services’ consolidated recoveries to surpass the stated annualized target.


  • Created monthly, zone-specific performance metrics and a consolidated scorecard.
  • Developed, tested, and documented an implementation plan to realign operations.
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Case Study

Optimize Processes & Improve Financial Performance


A North American leader in the insurance industry sought to enhance the financial performance of its Subrogation Collection Centers (which had been consolidated from multiple regional processing centers two years earlier) by improving processing effectiveness and reporting capabilities.

Highland Approach

The Highland Group analyzed existing processes associated with Subrogation Services, including linkages to regional field subrogation activities, identified issues, quantified benefits, and developed an action plan to implement improvements. In addition, the team defined performance metrics and implemented a System For Managing against and reporting on those measurements.

Actions Taken

Implemented monthly reporting capabilities to identify performance against key recovery levers, including:

  • Collection readiness of claims sent for recovery.
  • Referral rates representing the number of claims sent from regional zones to be recovered.
  • Recovery rates of claims received for collection.
  • Implemented additional training modules for regional zone resources, better enabling subrogation identification, investigation and referral accuracy.
  • Identified Subrogation Services organizational models for automobile and homeowner products to more accurately reflect and support zone relationships enabling timely feedback regarding subrogation referral activity.
  • Aligned back-end collection processes for litigation and payment processing functions to reflect the organizational model and reporting requirements.

Improved skills of Subrogation zone resources to support field activities supplemented with training programs targeted to better identify and investigate subrogation potential

Related Information


Client Partner

Financial Services, Marketing & Consumer Products

Petrina is a creative, hands-on executive with over 25 years of international business experience with a proven track record of working collaboratively across traditional boundaries and solving complex operational issues. She previously served at the senior executive level of one of North America’s leading financial institutions and several global consulting organizations. There, she led engagements serving industry-leading clients in United States, Canada, England, Germany, Austria, Switzerland, Norway and the Netherlands.

Project Leader

Financial Services

North America

Brandon is a senior project leader and consultant with more than 12 years of experience in helping financial services firms maximize revenue and control costs through continuous improvement. He specializes in implementing efficiency, service and quality process enhancements in Fortune 500 companies by utilizing Lean and Six Sigma principles.