Legacy migration
KLP cut legacy, got 30% more efficient — then their customer base doubled overnight. Same headcount.
30%
automation across all insurances
STP
Straight through processing
2 days
onboarding, down from 2 weeks
Intro
KLP replaced fragmented, outdated systems with a unified claims platform. The result: higher productivity, faster onboarding, and the ability to handle significant growth, without increasing headcount. Just in time, as they doubled their customer base overnight upon onboarding the Norwegian Nurses Organization (NNO).
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Moved from 2 systems to 1 unified platform
30% efficiency potential through automation
30% time saved in pilot
Onboarding cut from 2 weeks to 2 days
Enabled 13 integrations, including SkadeHub
Improved customer and caseworker experience
Doubling of the customer base, with the same number of claims handlers
Challenge
Working in syrup; time wasted in scattered systems and multiple logins
According to Psychology Today and the American Psychological Association, just switching tasks, or in KLP's case, jumping between windows, may decrease productivity by 40%.
KLP's case handlers juggled two outdated systems that barely talked to each other and could not connect to anything else. This led to constant window and task switching, slow response times and a lot of punching in special codes just to do basic tasks.
«Previously, we had two systems: one settlement system for payments and agreements, and one for document management. Both were outdated and not intuitive, and they had several challenges. Integration between the two was limited, so we had to switch back and forth between systems. Our file system was also outdated and expensive to maintain. Overall, the setup was ready for replacement. »
- Anine Lona-D’Amore, claims handler, test lead and solution owner, KLP.
The setup was not scalable. With increasing case volumes, even small inefficiencies had a significant impact on productivity.
"When we started with Flyt, we were still receiving some claims on paper; now everything is digitized."
- Anine Lona-D’Amore, claims handler, test lead and solution owner, KLP.
Solution
One platform. One workflow. Built for claims handling.
Gather everything
KLP moved to one dedicated system, with everything in one place. Fully connected to their existing platform, TIA, without replacing it. Integrated with any external tool they need. The new system enabled 13 integrations, including a connection to SkadeHub for cross-company collaboration, and unlocked automation capabilities that were previously unavailable.
«We’ve gone from two systems to one, with everything in one place. Flyt is a dedicated claims system built for how we actually work, unlike our previous system, which was designed for sales and finance, where claims were just a small part. It’s allowed us to standardise much more, reduce the need for long case notes, and integrate with systems we couldn’t before, making collaboration much easier. But the biggest gain is the automation capability. »
- Anine Lona-D’Amore, claims handler, test lead and solution owner, KLP.
Automation
Automation is a game-changer. When information is missing, a case is automatically stopped, and an automated communication flow is triggered. Meaning case handlers are notified once all required information is in place, saving them a lot of time. Not to mention STP (straight through processing) and partial automation. Meaning the same number of claims handlers can process more cases.
"The biggest thing we've gotten is the opportunity for automation, which we've only just barely scratched the surface of, and it makes everyday life something completely different. We notice it especially for travel claims; if we did not have it, we would have drowned."
- Anine Lona-D’Amore, claims handler, test lead and solution owner, KLP.
The biggest surprise – a flexible system
For the team, the greatest wins haven't come from adding more; they've come from unlocking what was already there. Super users have direct control over configuration and optimization, reducing dependency on external development queues. By exploring the system's existing capabilities, they've automated processes they never thought possible, without new orders or outside help. It's a hands-on approach that has brought real joy to the people doing the work.
"I think that's been the biggest surprise; there's so much we can now do with what we already have, without necessarily having to order something new. You have to be a little creative, but a lot of what we've automated has really just come from sitting and tinkering with what we can do ourselves."
- Anine Lona-D’Amore, claims handler, test lead and solution owner, KLP.
Scalable, lucky when the customer base doubled overnight
KLP significantly increased its customer base at the start of 2026, and the pressure on its travel and home claims departments became severe. Staff had to completely reorganize phone duty schedules and lunch routines to cope with the increased volume. Without Genus, they would have faced the prospect of doubling headcount to avoid drowning.
"And given that we've grown our customer base to such an enormous degree as we did at the turn of the year, we're having a great deal of difficulty setting any good targets for this year. And that makes us even more dependent on having systems that can help us in a day-to-day that was pretty much turned upside down. For the travel and contents department, the ones who feel it the most, we've had to completely change everything from phone duty schedules to how we take lunch breaks. It's become a completely different everyday life. So having a system that works for us is absolutely essential for us to be able to handle it without having to double the number of staff in the departments."
- Anine Lona-D’Amore, claims handler, test lead and solution owner, KLP.
Result
30% automation, more time to solve complex cases
The biggest win is control and speed, without increasing headcount. The impact is significant. In the first pilot, KLP sees an 30% increase in productivity, due to automation. It is not realistic across all products and domains, but they set a hairy target of 30% automation, factoring in that some claims can be fully automated while others cannot. Now, everything is gathered in one application that automates settlements and payouts from KLP, with 13 integrations. The result is shorter queues and fully automated handling of simple claims, making customers and case workers happier.
“The opportunity for automation, which we have only just barely started working on, completely changes our day-to-day work. We especially notice it in travel claims—without it, we would be drowning by now, given the significant increase in our customer base at the turn of the year”.
- Anine Lona-D’Amore, claims handler, test lead and solution owner at KLP.
Easy to use, onboarding dropped from 2 weeks to 2 days
A major shift came from how quickly new employees could get up to speed. What used to require extensive training and ramp-up time is now a much simpler, faster process, reducing time to productivity from day one. With new staff finding the system intuitive enough to learn on the job.
«How easy it is to use has surprised many. We used to have an average onboarding time of two weeks for new hires—now it’s down to two days.»
- Anine Lona-D’Amore, claims handler, test lead and solution owner at KLP.
Surprising effect
And perhaps the most surprising effect was on caseworkers’ safety. Not all customers are satisfied with their settlements, and sadly, case workers are threatened from time to time. Now all communication goes directly through KLP and their new system. Customers only see a case handler's first name, without any personal email or phone number. This creates a safe and more professional interaction.
Speed of delivery
The solution was delivered on time and approximately on budget, with a domain-knowledgeable vendor that understood what needed to be built, even when the specification wasn't fully detailed. The verdict: a clear return on investment, and a foundation for continued automation and growth.
«I wouldn't rule out that we could have ended up with something just as good elsewhere — but it would have taken twice as long and cost twice as much. The speed is perhaps the most important factor. »
- Atle Melve, Partner at Analytika, Consultant for KLP.
About KLP
KLP (Kommunal Landspensjonskasse) is Norway's largest life insurance company, providing pensions, financial services, and insurance to municipalities, county authorities, health enterprises, and businesses across both the public and private sectors.
Founded in 1949, KLP is a mutually owned organisation, fully owned by its clients — meaning customers and owners share the same goal: good pensions at a low cost. Today, 660,000 public-sector employees have pension schemes with KLP. The KLP Group manages total assets of NOK 745 billion and has over 1,000 employees.
