Abstract
In 2009, the Black Book Insurance BPO Client Industry user survey investigated
over 800 contracts held by 2,600 of the top spending insurance corporations
and organizations globally.
Sectors are divided by client type:
- Life and Annuity Insurance
- Property and Casualty Insurance
- Health Insurance
18 Key Performance Indicators (KPIs) or criteria are employed, scored on each
respective vendor by client type and ranked on a 0-10 scale per KPI.
Insurance BPO products typically fall into one or some combination of the following six categories:
- Product Development: Includes marketing, pricing, risk analytics, and
product testing (model office) in software services
- Sales and Marketing: Includes agent management, external reporting and
business intelligence/data warehousing in software services
- Underwriting and Risk Management: Includes pricing support, quote and
policy issuance and mid-term changes
- Policy Administration: Includes billing, premium and claims booking,
payment processing, testing and administration systems simplification in
software services.
- Claims Management: Includes end-to-end claims management from adjudication
to settlement and claims recovery services (subrogation and fraud detection).
- Brokerage Services: includes Premium Accounting services, document
management, Policy Maintenance, Operation Support services and client services
- Corporate Functions: Includes reporting, reconciliation, treasury,
financial planning and analysis, ERP implementation in software services,
client, network, server and security services.
Insurance ITO functions typically fall into one of the following:
- Infrastructure: Help Desk, Applications Monitoring, Security, LAN WAN
Management, Data Center management
- Applications Management: Development, Maintenance and ERP Solutions
- Data-warehouse and Business Intelligence Solutions
- Bundled ITO/BPO/KPO Services
Key Findings
- Key Finding: Most Important Customer Satisfaction KPIs
- Best of Breed Technology and Customer Care are the most important
attributes influencing Life Insurance Client Companies' satisfaction with
their outsourcing providers.
- Trust and Integrations/Interfaces are the most important attributes
influencing Property & Casualty Client Companies' satisfaction with their
outsourcing providers.
- Reliability, Deployment and Customization are the most important
attributes influencing Health insurance Client Companies' satisfaction with
their outsourcing providers.
- Key Finding: Business Process Outsourcing Vendor Dissatisfaction is rare
in the Insurance Industry Services Industry
- Strong dissatisfaction is uncommon in this niche BPO sector, occurring
in only 7.22% of Life Insurance client types, 13.8 % in Property & Casualty
clients, and 10.8% of Health Insurance clients globally. US clients are
among the most satisfied with Insurance BPO services delivery. Strong
dissatisfaction with offshore outsourcing vendors was less than 9% of all
surveyed clients with 2009 projects.
- Key Finding: Comprehensive Services Vendor Arrangements from a
Comprehensive/End-To-End Insurance BPO and ITO Vendor produces the Highest
Satisfaction Rates
- Single-vendors offer both comprehensive services to Insurance outsourced
services clients.
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