MarketplaceInsurance riskRebuild

Rebuilding the operating model after insurance pulled out

A cancellation exposed weak controls across verification, claims, decisions, and partner management.

Risk ↓

Insurance stabilized, incidents declined, and a scalable operating model was established

ContextLUUP / Founder-led marketplace business

Where I stepped inOperating assessment, risk controls, claims, verification, partners, brand, and go-to-market

Key resultInsurance stabilized, incidents declined, and a scalable operating model was established

The problem

The insurer cancelled coverage, putting the business at immediate risk. The team needed safer, more reliable operations without adding heavy systems or headcount.

What was getting in the way

Inconsistent risk controls
Unclear verification and claims workflows
Too much manual variation
No shared guardrails for decisions

The move

The company needed to be strict where risk was high and give people room to act everywhere else.

What I did

Mapped the high-risk workflows
Defined non-negotiable controls and decision rights
Standardized verification and claims
Worked with the insurer and partners to rebuild confidence

What changed

The insurance relationship stabilized
Incident rates declined
Operating clarity and throughput improved
Day-to-day firefighting decreased
A more scalable operating model was established

Clear guardrails made risky decisions consistent. Clear ownership preserved speed where autonomy was useful.

NEXT CASE

Six months stuck. One month to launch.

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