U.S. Insurance Carriers Engage BPO Providers to Recover From Pandemic
ISG Provider Lens™ report indicates U.S. insurance carriers are increasingly leveraging business process outsourcing (BPO) to enhance customer experience amid rising expectations following the COVID-19 pandemic. The report highlights that insurance firms seek BPO expertise to supplement their workforce after significant turnover. Key benefits include automation of processes, cost reduction, and improved online sales channels. The report profiles 34 providers and identifies leaders in various categories, including Accenture and Cognizant. For further insights, the full report is available for purchase.
- U.S. insurance carriers are adopting BPO solutions to enhance customer experience.
- BPO providers are helping carriers automate processes, reducing manual handling and employee headcount.
- Engaging BPO providers allows for the development of new customer-facing technologies and improved online sales channels.
- Leaders identified in the report include Accenture, Cognizant, and DXC Technology.
- Many carriers are still grappling with legacy technology systems that hinder progress.
- Increased competition from Insurtechs poses a challenge to traditional carriers.
- Carriers face cybersecurity and data handling challenges.
ISG Provider Lens™ report sees
The 2021 ISG Provider Lens™ Insurance BPO Services Report for the
Insurance BPO providers offer technologies that help insurance carriers automate processes and reduce manual handling of insurance processes, allowing carriers to reduce employee headcount in some areas, the report says. Carriers also are looking to BPO providers to help them build and grow their online sales channels, cut costs and optimize processes.
“During the pandemic, insurance carriers needed to be able to sell remotely with mobile applications that deliver a first-class customer experience,” said
The report sees many insurance carriers in the
To meet their growth and innovation goals, many carriers are looking to BPO service providers to help them bring new customer-facing technologies to market, the report adds.
Carriers in the
In addition,
Finally, many carriers see engaging with BPO providers and TPAs as a key to improving customer experience, the report says. BPO providers and TPAs can help carriers create personalized services, facilitate processes from applications through claims, and create omnichannel communications with policyholders.
The 2021 ISG Provider Lens™ Insurance BPO Services Report for the
The report names Accenture, Cognizant, DXC Technology, EXL, Infosys and WNS as Leaders in all three quadrants. Genpact and TCS are named Leaders in two quadrants, and NTT DATA, ReSourcePro and SE2 are named Leaders in one quadrant.
In addition, Genpact, Illumifin and Teleperformance 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 the
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.
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