Unlocking the Power of Configuration: Insights from ICE’s Head of Business Analysis

In today’s fast-paced insurance landscape, agility and self-sufficiency are key to staying ahead. We believe in “No Code, No Limits”, empowering clients to take full control of their products with ease.

But what does this truly mean in practice? In this spotlight, we sit down with ICE’s Head of Business Analysis, Fliss Richmond, to explore how our policy and claims platforms put the power of configuration in the hands of the insurer. 

About Fliss Richmond, Head of Business Analysis at ICE

Fliss Richmond is Head of Business Analysis at ICE, specialising in end-to-end client implementations across both ICE Policy and ICE Claims. With over 20 years of insurance industry experience, she brings deep expertise across a wide range of business lines, including motor, household, travel and creditor. Fliss plays a key role in helping clients translate their business needs into effective, scalable solutions on the ICE platform.

Q1: What does configuration mean to ICE?

At ICE, configuration is at the core of our platform’s design. Our framework allows clients to tailor configuration to their business model with no reliance on ICE.

We prioritise flexibility, customisation, and speed to market through no-code configuration, ensuring clients have full control over their product suite. This empowers them to independently manage and rapidly launch new products and BAU Change quickly, with ICE providing guidance and support where needed.

Q2: How does ICE train clients to confidently configure the platform?

Our training sessions offer structured configuration approaches for both policy and claims. Through online or remote workshops over several weeks, we guide clients through key configuration areas tailored to their business needs.

We recommend that our client’s team begin configuration training early in the implementation process to ensure they have the best opportunity for a hands-on experience and are up and running quickly. Some clients prefer we begin the configuration ourselves to provide them with a solid, repeatable foundation followed by the training and ownership transfer after go-live. This can allow more time to focus on implementing the BAU processes around this and ensuring the correct team is in place.

The approach can be tailored to key client factors such as resource, appetite, and known scope e.g. for long established business models as well as new Insurtech start-ups. There is additional targeted training available for rating, document and management information configuration. Our platform is designed to fit into any ecosystem, if a client chooses to use our rating engine and preferred document partner, we train them to manage those changes. Or we can easily integrate with one of their strategic partners, it’s their choice.

Q3: What skills are required from the client’s team before starting configuration training?

For day-to-day users configuring the ICE platform, we recommend individuals with a solid understanding of the business and a logical mindset, some IT awareness is helpful, but a technical background isn’t required. In fact, many of our new starters are confidently configuring the platform within just a few weeks.

Our configuration tools are designed with the business user in mind, empowering them to take ownership of their business process management. From workflows and products to schemes, documents, and more, users can tailor the platform to fit their needs.

One of our most experienced configuration specialists joined ICE with a strong background in insurance claims and some IT project knowledge but limited technical experience. These are often the individuals who excel with ICE’s configuration tools and who go on to become our most capable consultants, highlighting just how accessible and intuitive the platform is.  For more advanced areas of configuration, such as management information (MI) or pricing, a higher level of IT expertise may be needed to manage complex customisations effectively.

Q4: Are there tailored or advanced training for specialised configuration requirements?

In addition to our core configuration training, clients can work with us to upskill their teams in more advanced configuration capabilities. These advanced skills can be developed over time as part of our ongoing relationship, particularly when client team members express interest or want to take greater ownership of complex product changes. Our sessions are tailored to each client’s needs, with hands-on support from our team to help them become truly self-sufficient and reduce reliance on ICE for specialist configuration.

We also maintain regular touchpoints with clients to stay aligned with their evolving business roadmaps and configuration priorities.

Q5: Do you have any client success stories that showcase the ease of ICE’s configuration?

All our clients can configure independently, but there are a few success stories that particularly stand out:

1. Ticker, a motor start-up, initially launched with ICE Policy for their telematics product. Since then, they have significantly grown as a business and have independently built and launched several additional products. This includes their pay-per-mile product (using our usage-based insurance framework) and an older driver product.
2. Acorn, a specialist motor insurer, tested the flexibility and scalability of ICE Policy by launching their Motorcade product. Since then, they have independently rolled out 13 additional products across multiple brands using the ICE platform, with no hands-on involvement from our team.
3. A specialist motor insurer went live with ICE Policy and ICE Claims in a wider legacy transformation programme. As part of this, we helped build their first two private car and fleet products and schemes. After that, they independently configured their remaining products and have since launched several others, incorporating new features made available through upgrades.

Talking with Fliss Richmond highlights just how much configuration at ICE is about more than setting up a system, it’s about building the right mindset and equipping teams to take ownership. The most successful insurers are the ones who start early, get hands on, and see configuration as part of how they operate every day.

What stood out most in our conversation is how important it is to invest in people. With the right training and support, client teams can quickly become confident and self-sufficient, able to adapt and evolve without relying on external help.

Fliss’s insights show that configuration is less about ticking boxes and more about empowering insurers to work in a way that’s agile, sustainable, and truly their own by using the power of the configuration to drive their business processes and automation. And when that shift happens, it’s clear: the benefits go far beyond the technology.

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