A Streamlined Claim Management System for AssetProtectionManagement
Client
Asset Protection Management (APM)
Department
Operations
Asset Protection Management (APM) specialises in helping consumers manage Payment Protection Insurance (PPI) claims efficiently and compliantly. Operating in a highly regulated financial services environment, APM handles sensitive customer data and large volumes of claims daily. To maintain its reputation for reliability and ensure continued compliance, the organisation needed a robust, secure, and scalable digital solution that could simplify operations and improve client service delivery.
Opencentric took the time to understand the complexities of our operations and delivered a system that makes managing claims significantly more efficient. Their structured approach, attention to detail, and focus on compliance gave us complete confidence throughout the project.
Simon Mellinger
Operations Manager
Project brief
Asset Protection Management (APM) was founded by Simon with a clear vision — to establish a high-performing PPI claims management company capable of rapid growth and exit within two years. To achieve this, APM required a powerful digital system built entirely from scratch, designed to handle large-scale claims efficiently while maintaining full compliance with financial regulations.
The company needed a centralised platform to automate claim creation and tracking, provide real-time reporting, keep customers informed throughout the process, and maximise the return on its substantial marketing investment, particularly from national TV campaigns. The goal was simple yet ambitious: build a digital foundation capable of supporting rapid expansion while ensuring every customer interaction was timely, transparent, and trustworthy.
Key objectives
Automate the intake of customer leads from TV and online advertising.
Streamline the claims process with auto-generated forms and letters.
Implement a structured Dunning process to improve collections.
Provide real-time reporting dashboards for performance and ROI tracking.
Enable filtering, sorting, and exporting of reports to CSV or Excel.
Build a scalable, secure platform to support rapid growth and compliance.
Automatically generate invoices based on claim value.
Approach
We worked in close collaboration with APM’s operations team using an agile sprint-based approach. This ensured flexibility, transparency, and continuous delivery of value throughout the project.
A dedicated discovery and prototyping phase played a key role in defining the system’s functionality. Early user testing sessions provided valuable feedback that helped refine workflows, improve usability, and prioritise the most impactful features for launch.
Phase 1 of the project was delivered within just three months, providing APM with a fully operational platform that immediately streamlined claim handling and reporting. From there, the system evolved through continuous monthly improvements, ensuring that new functionality, integrations, and refinements were introduced seamlessly without disruption to live operations.
One of the main technical challenges involved generating high-definition, print-quality PDFs for fulfilment. The solution required dynamically customising up to sixteen different document templates — each adaptable to variable content lengths — without compromising on layout or branding consistency.
Technologies
The platform was built entirely in Drupal, leveraging its flexibility, scalability, and robust security framework to deliver a highly tailored solution for APM’s operational needs. Hosting was provided through Opencentric’s custom Drupal environment, powered by the open-source Barracuda, Octopus, and Aegir stack — ensuring optimal performance, reliability, and maintainability.
The platform was designed primarily as an internal-facing system focused on operational efficiency and accuracy. Its intuitive interface allowed agents and managers to process large volumes of claims quickly, with clear visibility of each case’s status from intake through to resolution.
Automated document generation
One of the most impactful features was the fully automated PDF generation engine. Based on information entered into the system, the platform automatically selected the correct template from a library of sixteen different letters and forms. These documents were dynamically pre-populated, formatted, and produced as high-definition, print-ready PDFs ready for fulfilment. This automation significantly reduced manual processing time, eliminated human error, and ensured consistent communication across every stage of the claims process.
Role-based permissions & data security
Security and compliance were central to the system’s design. Role-based permissions ensured agents, managers, and the business owner had access only to the data required for their specific responsibilities. All data was encrypted in transit and at rest, with SSL certification providing additional assurance for both operational and regulatory compliance.
Performance & scalability
Despite a small operational team — just one manager and four agents — the platform enabled APM to handle a high volume of claims efficiently and consistently. Its modular Drupal architecture allowed for new features to be developed and deployed rapidly as business needs evolved, ensuring the platform remained agile and scalable throughout APM’s growth.
Results
The new platform transformed APM’s operations, allowing a small, focused team to handle an exceptionally high volume of claims with precision and consistency. Within just months of launch, APM was processing over 15,000 claims per month, with automated workflows dramatically reducing manual effort and turnaround time.
The platform played a central role in enabling APM to achieve its ambitious growth and exit plan within two years — providing the scalability, reliability, and operational visibility required to support sustained expansion. The automation of documentation, invoicing, and reporting not only enhanced internal efficiency but also strengthened compliance and audit readiness.
15000
Claims per month
4
Agents
1
Manager
Key achievements
Enhanced user experience
Successfully processed over 15,000 claims per month with a team of just five users
Automation
Delivered full end-to-end automation of letters, forms, and invoices
Time saving
Reduced manual processing time by more than 70%
100% compliance
Achieved 100% compliance through role-based permissions and secure encryption
Real-time reporting
Provided real-time performance and revenue reporting across campaigns, agents, and lenders
Fundamental to growth
Supported APM’s successful 2-year growth and exit strategy
The Asset Protection Management project stands as a clear example of how intelligent automation and user-centred design can drive exceptional business results. By combining discovery-led planning with agile development and robust technical execution, Opencentric delivered a system that not only met APM’s operational goals but also enabled the company to scale confidently and achieve its two-year growth target.
Today, the APM platform remains a benchmark for how technology, when thoughtfully designed and expertly implemented, can turn ambitious business goals into tangible success.
