This paper describes the findings from an exploratory case study into the business processes at a
leading Australian insurance provider. The business processes are frequently subjected to changes
and deviations due to contextual events such as weather, financial conditions and others. In this study,
we examine how context impacts business processes and how resulting business process changes are
enacted. From our analysis, we suggest a methodological framework to guide organisations in the
complex challenge of linking changing contextual factors with internal process design.