Miller Insurance Consolidates Fragmented Systems Onto Three Core Platforms
Miller Insurance is overhauling its technology estate under the leadership of Group COO Clare Lebecq, consolidating dozens of legacy systems onto three strategic platforms while experimenting with AI tools across the organization. The broker has reached 85% adoption of Salesforce as a broker workbench and is using workflow data to identify operational bottlenecks that were previously hidden.
Lebecq joined Miller in 2024 after leading the London Market Group and serving as Group COO at Specialist Risk Group. She arrived to find the broker mid-transformation but operating across fragmented systems that made it difficult to measure service levels or identify where processes were breaking down.
Three Platforms, One Financial Backbone
Miller's strategy centers on three distinct broking engines. Salesforce serves as the wholesale operation's core workbench, configured far beyond customer relationship management. Catalyst, an in-house system built on the Mendix low-code platform, handles higher-volume facilitated business. A third platform is in development for the firm's growing MGA operations.
Beneath these sits OpenTwins as a standardized invoicing layer, giving Miller a common financial backbone across all three trading environments.
The broker has retained significant development capability internally while partnering strategically with Salesforce and PwC on the wholesale platform. Lebecq said Miller is "quite proud to say that we're one of the only brokers, if not the only broker, in the London market that has implemented Salesforce from back to front."
Data Replacing Guesswork
The move to standard platforms has exposed operational friction that was previously invisible. Workflow data now shows where processes are stalling. One near-term goal is automating renewal pack creation - something Lebecq said would have been impossible before standardizing data capture across the organization.
Adoption of the Salesforce broker platform has reached most business units, with a 99% adoption rate on new and renewal business. The data is already reshaping how Miller prioritizes process improvement.
Miller Labs: From 30 Tools to Industrialization
Miller created Miller Labs a couple of years ago to channel AI experimentation across the organization. The initiative currently deploys about 30 tools focused on efficiency - primarily document summarization and ingestion.
This year, Miller is significantly expanding. The broker is running proof-of-concept work with PwC and Salesforce to stress-test its data maturity for more advanced AI applications.
Lebecq expects specialty insurance to generate different use cases than personal lines. She sees AI and automation handling tasks like extracting data from emails to populate systems and drafting slips based on proposal form information.
Yet she acknowledges the pace of change makes prediction difficult. "Because of the rate of change of technology, something will come along in 18 months' time that you and I don't even know about yet," she said.
Change Management Proved Harder Than Technology
The toughest challenge was human, not technical. When Lebecq and Group CIO Steve Jolley arrived, the transformation program needed a reset on change management. Staff were fatigued by earlier implementation efforts, and asking people to commit to the same destination via a different route required rebuilding trust.
Miller invested heavily in its central change team and equipped broader leadership with tools to understand their own reactions to change. Lebecq said no implementation is ever perfect, and the firm learned from what went wrong in the early phases.
New Roles Emerging, Not Disappearing
Lebecq does not see AI as a destroyer of roles. Instead, it changes what those roles entail. As AI agents handle routine tasks, new positions will emerge to oversee agents and validate output quality.
"I absolutely see AI and technology as building capacity rather than removing roles," she said. "It takes away the mundane, repetitive tasks, and frees people up to do more meaningful work."
Miller relies on an in-house training team using face-to-face sessions, video, and user manuals to upskill staff. The firm sees new career paths opening, especially for younger professionals entering an organization where AI for insurance operations is moving from pilots to standard practice.
Why GIC's Patient Capital Matters
Miller's transformation has been underpinned by backing from Singapore's GIC, which operates without the shorter investment windows typical of private equity in broking. Lebecq said the investor "understand that we'll reap the benefits once those foundations are in and they've been hugely supportive on that journey with us."
That long-term backing allowed the firm to invest in foundational work - standardizing data, consolidating systems, training staff - without pressure to show quick returns.
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