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Its phased migration to Cardinal C360 combined modern insurance technology with the broker’s long-standing commitment to traditional broking values, creating a smoother, more controlled integration and stronger internal adoption."}],"markDefs":[],"style":"normal"},{"_key":"fa7c3bd87569","_type":"block","children":[{"_key":"1eabdb7324b30","_type":"span","marks":[],"text":""}],"markDefs":[],"style":"normal"},{"_key":"19341a87b08c","_type":"block","children":[{"_key":"4c91698e19130","_type":"span","marks":["strong"],"text":"The Phased Rollout: Progress Without the Big Bang"}],"markDefs":[],"style":"normal"},{"_key":"beb40b3337cb","_type":"block","children":[{"_key":"44ac4c54f79f0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"eee3acc4a0f8","_type":"block","children":[{"_key":"6aae0e38fc1c0","_type":"span","marks":[],"text":"HTI is no stranger to change. In recent years, the brokerage has driven significant digital transformation to stay competitive in a fast-moving industry, with a continued focus on personal and commercial risk, value-added insurance technology and client service."}],"markDefs":[],"style":"normal"},{"_key":"bf74662161e8","_type":"block","children":[{"_key":"de802da5d7170","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"7d2f94e512b9","_type":"block","children":[{"_key":"5009687b22430","_type":"span","marks":[],"text":"So when it came to the move to Cardinal C360, and effectively rewiring how the brokerage operates, the HTI team was ready."}],"markDefs":[],"style":"normal"},{"_key":"2ff7dbd24811","_type":"block","children":[{"_key":"6f756bc7874c0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"b0ce9527f134","_type":"block","children":[{"_key":"58a3c53fa8730","_type":"span","marks":[],"text":"The decision, however, was not to rush. Instead, HTI chose a phased rollout that allowed the business to align its people, products and processes at a pace that worked for the organisation."}],"markDefs":[],"style":"normal"},{"_key":"d016d1a02a8d","_type":"block","children":[{"_key":"57da9b3f6dec0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"f07b1b865c99","_type":"block","children":[{"_key":"b9d5bb4c3baa0","_type":"span","marks":[],"text":"HTI IT Manager and Cardinal superuser Kurisha Dharamsee says,"},{"_key":"a4926320b697","_type":"span","marks":["em"],"text":" “We were very decisive and very particular about what we wanted from Cardinal from the start. As a broker, we’re extremely thorough in our work, and that translated into our partnership with the Cardinal team. We started in 2024, and we didn’t just migrate to a new system; we migrated to new products as well. Instead of a relentless monthly sprint, we focused on measured progression, ensuring every stakeholder was aligned and supported throughout the shift. Essentially, we did it at a pace that worked for us.”"}],"markDefs":[],"style":"normal"},{"_key":"1a6948a7d363","_type":"block","children":[{"_key":"707965d036eb0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"9b7ab507be9d","_type":"block","children":[{"_key":"18b08c2d73520","_type":"span","marks":[],"text":"A slower, phased methodology can, in practice, deliver faster time-to-value. By introducing change in manageable stages, HTI could identify early efficiencies within individual departments, isolate issues quickly and give early adopters the confidence to support the wider team. The claims department, in particular, “really hit the road running”, and that momentum helped create a positive ripple effect across the organisation."}],"markDefs":[],"style":"normal"},{"_key":"c2d2e2d533ea","_type":"block","children":[{"_key":"184171ca3bbc0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"55f9ec30340f","_type":"block","children":[{"_key":"7fd72228092d0","_type":"span","marks":["strong"],"text":"People-First Transformation"}],"markDefs":[],"style":"normal"},{"_key":"8d8445608769","_type":"block","children":[{"_key":"f0c46f98c18b0","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"f313cd65a49f","_type":"block","children":[{"_key":"09ce80f2ea0d0","_type":"span","marks":[],"text":"HTI’s migration was ultimately powered by its people. The move to Cardinal C360 was more than a system upgrade; it also marked an evolution in HTI’s product offering. For staff members with deep knowledge of the legacy system, including many who had worked on it for 25 years or more, the change required trust, openness and commitment."}],"markDefs":[],"style":"normal"},{"_key":"3d6657648394","_type":"block","children":[{"_key":"f0f6f4ad0fda0","_type":"span","marks":["em"],"text":"“Our staff was dealing with a lot of change at once, and change is not easy, but we still had their complete buy-in. And now, even for those who found it a struggle in the beginning, especially when it came to certain restrictions, they’re absolutely flying on Cardinal. They’re extremely happy with the restrictions that are now in place because it checks the markers; it checks that you’re underwriting the way you're supposed to be underwriting.,”"},{"_key":"20205e58a870","_type":"span","marks":[],"text":" noted Dharamsee."}],"markDefs":[],"style":"normal"},{"_key":"586c0ca473de","_type":"block","children":[{"_key":"1b209e0e45a90","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"48c11aae9a1a","_type":"block","children":[{"_key":"d75ebec167f30","_type":"span","marks":[],"text":"HTI Accounts Manager Vanessa Mudaly, who has been working very closely with Dharamsee during the migration, agrees. "},{"_key":"41cf04c1bcf3","_type":"span","marks":["em"],"text":"“Our migration would have been a lot harder without the support of our staff and our directors; they’re a big part of why the migration has been so successful.”"}],"markDefs":[],"style":"normal"},{"_key":"008cc1ce1c5e","_type":"block","children":[{"_key":"0801bb7b5ca00","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"e993beebdb29","_type":"block","children":[{"_key":"b18725f054160","_type":"span","marks":[],"text":"Dharamsee also credits the trust and backing of HTI directors Hamish Thorpe and John Bennett as a key success factor. Their support allowed the project team to manage the migration in a way that suited the business and its people, "},{"_key":"67d8aa6e4d2c","_type":"span","marks":["em"],"text":"“they allowed us to run with it the way that we wanted to run with it, and at the pace that we wanted to run with it. They've really given us the backing that we needed on this migration.”"}],"markDefs":[],"style":"normal"},{"_key":"0532b5037459","_type":"block","children":[{"_key":"e70abdf321870","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"0912a3e7e063","_type":"block","children":[{"_key":"efc74da4ada50","_type":"span","marks":[],"text":"That same partnership extended to Cardinal’s client experience and support teams. HTI highlights the hands-on support from Amelia David, Lauren Wheeler and Mala at the support desk as central to the smooth setup and continued problem-solving process."}],"markDefs":[],"style":"normal"},{"_key":"19b3fc99b13f","_type":"block","children":[{"_key":"1852136078720","_type":"span","marks":[],"text":"“"},{"_key":"339338dce916","_type":"span","marks":["em"],"text":"The Cardinal team has been incredible. The setup has been seamless, especially thanks to Amelia and Lauren, and then Mala at the support desk. 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Although Dharamsee is the Cardinal superuser, underwriters regularly conduct their own deep dives to identify solutions, refine workflows and share practical insights with colleagues."}],"markDefs":[],"style":"normal"},{"_key":"ac82e0a701fc","_type":"block","children":[{"_key":"ef75362ed1540","_type":"span","marks":["em"],"text":"“Kurisha and Vanessa too are my champions with an absolute solution-oriented mindset. And more than that, they’re highly organised in differentiating between system issues or user and product issues, which means we can iron things out quite quickly.” "},{"_key":"9f60c5ef770b","_type":"span","marks":[],"text":"Cardinal Client Experience Executive, Amelia David"}],"markDefs":[],"style":"normal"},{"_key":"5704497e3730","_type":"block","children":[{"_key":"2c37f07a92410","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"c170b5eb0507","_type":"block","children":[{"_key":"6142d7f5f0f20","_type":"span","marks":["strong"],"text":"Looking Ahead"}],"markDefs":[],"style":"normal"},{"_key":"2afa3353dc35","_type":"block","children":[{"_key":"0c27853283e40","_type":"span","marks":[],"text":"\n"}],"markDefs":[],"style":"normal"},{"_key":"15f23ad1497b","_type":"block","children":[{"_key":"1daeee9bc4900","_type":"span","marks":[],"text":"With the migration currently around 90% complete, the HTI team is confident about the road ahead. While the process has included expected teething issues, the business has continued to build confidence and consistency month by month. Mudaly says"},{"_key":"6cc6a169cd6c","_type":"span","marks":["em"],"text":", “We’ve got this. I even look forward to the challenges. Of course, there have been teething problems; that’s to be expected with such a deeply complex process, but I’ve managed to make it work for me, and at the end of each month I am finalised, I am balanced, and I get exactly what I need.”"},{"_key":"dc2cf7fcbc5b","_type":"span","marks":[],"text":"\n\nDharamsee says the system has also given HTI’s directors greater peace of mind. Product accuracy, policy wordings, endorsements and schedules are now managed with far greater confidence, reducing the burden on individuals and supporting a more reliable operating environment. 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