Insurers in Australia Turn to BPO Providers to Improve Customer Experience
ISG Provider Lens™ report highlights how business process outsourcing (BPO) providers are assisting insurance carriers in Australia to cut costs and modernize IT systems amidst rising customer expectations and competition.
The report emphasizes the urgency for carriers to enhance customer experience and operational efficiency, driven by challenges from Insurtechs and the impacts of COVID-19. BPO providers enable faster product launches and improve data management, ultimately helping insurers deliver innovative digital experiences. The report evaluates 14 providers, naming EXL as a leader in both evaluated quadrants.
- BPO providers help insurance carriers cut costs and modernize legacy IT systems.
- Enhanced customer experience and operational efficiency are prioritized by insurers.
- BPO providers enable faster product launches using AI and data management expertise.
- Strong competitive positioning for insurers through improved service delivery.
- Carriers face intense competition and pressure from Insurtech startups.
- Many insurance companies are still reliant on outdated legacy technology systems.
ISG Provider Lens™ report sees BPO providers helping insurance carriers cut costs, replace legacy IT systems and meet rising customer expectations
The 2021 ISG Provider Lens™ Insurance BPO Services Report for
“Australian insurance carriers are being challenged to grow their businesses, respond to higher customer expectations, fend off intense competition from Insurtechs and other startups, and adapt to challenges created by the pandemic,” said
BPO service providers are helping carriers offer modern digital experiences to customers and agents at all touchpoints, including applications, onboarding and claims, the report says. In many cases, insurance carriers are strapped to legacy technology systems, including mainframes, large database servers and expensive data centers that limit their ability to offer innovative new tools to customers and agents.
In contrast, BPO providers free carriers’ internal resources so they can focus on more strategic initiatives instead of trying to extract new functionality from aging, unwieldy and costly systems, the report says. BPO providers offer deep expertise in essential modern technologies like the cloud, artificial intelligence, robotic process automation, the IoT and chatbots.
The report suggests optimizing customer experience is essential for insurance carriers to grow their business. Today’s tech-savvy customers expect all interactions with carriers to be frictionless, efficient and mobile, and BPO providers offer a variety of technologies that can help insurers streamline customer-facing processes.
In addition, BPO providers are enabling insurers to grow by helping them launch products faster, the report says. Providers with analytics and data management expertise can use technologies like AI and machine learning to help insurers derive new insights from the vast data assets. Advanced analytics capabilities can give insurers a competitive edge.
Finally, BPO providers can help insurers improve their operational efficiency through services such as policy administration outsourcing, the report says. Many BPO providers also offer enhanced cybersecurity tools that can help insurance carriers protect their customers’ sensitive personal data.
The 2021 ISG Provider Lens™ Insurance BPO Services Report for
The report names EXL as a Leader in both quadrants. Accenture, DXC Technology, Genpact and WNS are named Leaders in one quadrant.
In addition, Genpact, Wipro and Xceedence were named Rising Stars—companies with “promising portfolios” and “high future potential” by ISG’s definition—in one quadrant.
A customized version of the report is available from WNS.
The 2021 ISG Provider Lens™ Insurance BPO Services Report for
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.
About ISG
ISG (
View source version on businesswire.com: https://www.businesswire.com/news/home/20220321005891/en/
+1 203 517 3119
will.thoretz@isg-one.com
+1 617 755 2985
isg@matternow.com
Source:
FAQ
How are BPO providers impacting Australian insurance carriers?
What are the key findings of the ISG Provider Lens report on insurance BPO services?
Who are the leaders in the ISG Provider Lens report for insurance BPO services?
What challenges do Australian insurance carriers face according to the report?