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How We Work

The Commercial Shape Of An Engagement.

This is the shape of a relationship, not a description of a system. It is published because it is the question every prospective counterparty asks first, and because the answer is not confidential.

Sequence

From First Contact To Operation

  1. Mutual Non-Disclosure

    Nothing substantive is discussed before an NDA is in place in both directions. This protects the insurer's operational data as much as it protects our design. It is the first document, not a later formality.

  2. Discovery

    A structured review of how claims actually move through the organisation today: where files wait, where information is re-collected, which costs accrue by the day, and which of those the organisation already measures. Much of this is work the insurer benefits from whether or not anything follows. Conducted with claims operations, not only with procurement.

  3. Scope And Commercial Terms

    A written statement of work defining the boundary of a first deployment, the success measures, the data involved, the obligations on each side and the commercial basis. Success measures are agreed with the insurer and assessed against the insurer's own baseline, because a vendor's own numbers are not evidence.

  4. Risk Assessment And Contracting

    Third-party risk review, privacy impact assessment where required, security questionnaires, data processing terms and residency commitments. Under OSFI Guideline B-10 this is a substantive stage rather than a formality, and we plan for it rather than being surprised by it.

  5. Scoped Pilot

    A deliberately bounded deployment against a defined segment of claims, run long enough to produce a defensible result and small enough that stopping is inexpensive. The exit conditions are written down at the start.

  6. Phased Deployment

    Expansion by defined increments, each with its own measurement and its own go or no-go decision. We do not propose organisation-wide cutovers, because a claims operation cannot stop running while it is being changed.

  7. Operate, Review And Extend

    Ongoing operation with agreed service levels, periodic joint review against the original measures, and a documented route to extend, reduce or exit. Exit terms, including return or destruction of data, are agreed before go-live rather than negotiated under pressure later.

Your Side

What This Asks Of The Insurer's Team

Stated honestly, because underestimating it is how pilots fail.

  • A named operational owner inside claims with the authority to change a process, not only to observe one. This is the single strongest predictor of whether a deployment succeeds.
  • Access to the current baseline. Without the insurer's own numbers for the segment in scope, there is nothing to measure against and any result is arguable.
  • Time from privacy, security and procurement, early rather than at the end. The risk assessment is on the critical path; treating it as a final rubber stamp is what turns a twelve-week engagement into a nine-month one.
  • Technical liaison for integration with existing systems, in proportion to the scope of the pilot.
  • A willingness to stop. A pilot that cannot fail is not a pilot. We would rather conclude a bounded engagement cleanly than extend one that is not working.

Data

Data Terms, Plainly

  • The insurer's data belongs to the insurer. We do not acquire rights in it by processing it.
  • Permitted use is defined in the agreement and limited to delivering the engagement.
  • Retention periods are defined, not indefinite. Return or destruction on exit is a contractual obligation with a deadline.
  • Residency commitments, including holding Canadian personal information in Canada, are made in writing in the contract rather than offered as a preference.
  • Sub-processors, where any are used, are disclosed to the insurer as part of third-party risk review.

The regulatory frameworks behind these terms are set out on the Regulators page.

What We Will Not Do

  • We will not describe another counterparty's operation, results or data to you, which is also the reason we will not describe yours to anyone else.
  • We will not offer a reference in breach of a confidentiality obligation.
  • We will not quote a performance figure we cannot evidence and attribute.
  • We will not propose a deployment whose effect on the insurer's regulatory accountability we cannot explain.

Contact

A First Conversation

A mutual NDA, then a discussion of how claims currently move through your organisation and where the delay and cost actually sit. We are more useful in that conversation than in a product demonstration.

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