The main objective of the work consists in theoretical and empirical verification of the critical success factors of business processes that directly and indirectly affect the organizational performance of insurance companies. Proven is the starting premise that changes in business processes, observed the critical success factors of business process management, impact on organizational performance, which is observed through the satisfaction of the end customer/ user and the financial performance of the company. It was found resistant to direct relation between these variables. Since financial institutions are specific business organization with specific organizational structures, they are considered suitable for the implementation of an empirical study the impact of business processes and business process management to organizational performance. As an example of good practice is taken to business organization of Triglav Insurance Company