Insights from our latest DA advisory board meeting
At our recent Delegated Authority advisory board meeting, one theme dominated the discussion: claims bordereaux.
Despite years of investment in data and technology, the process remains stubbornly inefficient. As one participant put it, “we’re dealing with bordereaux of all shapes and sizes… and most of them are still handled manually.”
The challenges are familiar, but their impact is becoming harder to ignore. Below is a summary of the discussion points raised a possible solutions to the challenges identify.
The scale and complexity problem
Across the market, organisations are grappling with:
- High data volumes arriving in inconsistent formats
- Multiple stakeholders producing and processing bordereaux differently
- Ongoing reliance on email-driven workflows and manual intervention
This creates a cycle of rework and delay. “The unpicking and rework takes a lot more time than the initial work,” was a recurring observation.
Even where automation has been introduced, it often shifts rather than removes effort. “You still get a query loop… and managing those queries is a very time-consuming task.”
A key tension emerged during the discussion.
On one hand, there is broad agreement on what needs to change: standardisation, better integration, clearer ownership of data. On the other, real-world constraints continue to get in the way.
- Legacy systems limit what can be implemented
- Coverholders and TPAs cannot easily adapt to new data requirements
- Market initiatives introduce new complexity without resolving existing issues
Perhaps most importantly, there is a cultural challenge.
“Bordereaux issues have become normalised… it’s seen as BAU rather than a major inefficiency.”
Without clear measurement of the cost, it is difficult to drive change. As one attendee noted, “if you could show a 20% error rate, that would make feedback much easier.”
Where the opportunity lies
The conversation was not just about problems. There was clear alignment on where progress can be made.
- Automation with oversight: using AI and APIs to cleanse and standardise data, while retaining control through checks and validation
- Smarter data standards: focusing on core, essential fields rather than trying to solve everything at once
- Improved feedback loops: moving beyond operational fixes to structured, measurable performance insight
- Better communication across the chain: ensuring those creating the data understand its downstream impact
There was also a shift in mindset.
Rather than asking whether bordereaux can be improved, some questioned whether the model itself needs to evolve. “Should bordereaux even exist, or should we be moving towards direct system integration?”
Achieving growth without increasing costs
Ultimately, this is not just an operational issue.
Delegated Authority is a growth area, but current processes do not scale efficiently. “If you double the book, you can’t double the team,” was a clear warning.
Fixing claims bordereaux is therefore critical to unlocking profitable growth, not just incremental efficiency.
Join the conversation
These are exactly the types of challenges we will be exploring in more depth at the Delegated Authority Strategy Day on 23rd April.
If you want to benchmark your approach, share experiences with peers and explore practical solutions, this is your opportunity to take part in the discussion.
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