Life Insurance BPO Services Vendors: Global Insurance Edition

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30 April 2024

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Since 2011, Celent has been analyzing and evaluating BPO vendors. The 16 global vendors iprofiled in this report business process outsourcing (BPO) services or third-party administration (TPA) services for the global life insurance industry. Although not an exhaustive list, the report captures a wide cross-section of the available vendors and BPO and TPA services functions available to life insurers.

Life insurers are grappling with the impact of inflation, geopolitical uncertainties, and climate change at the same time that customers are increasingly seeking personalised and flexible coverage options and interactions that align with their unique needs and lifestyles. These factors can affect investment returns and the overall financial stability of life insurance companies.

Life insurance companies are employing different approaches to tackle these challenges and adapt to changing customer demands. One important aspect is utilizing technology and data analytics to optimize operational efficiency and simplify procedures. This involves implementing digital platforms for managing policies, processing claims, and interacting with customers. By embracing automation and digitization, life insurers can lower administrative expenses, enhance customer experiences, and expedite policy issuance. Life insurance companies may consider outsourcing many of these tasks.

Business Process Outsourcing (BPO) allows insurers to reduce costs, address operational issues, unlock new growth opportunities, and access talent pools. Third-Party Administration (TPA) services play a crucial role in the life insurance sector. Life insurance companies seek comprehensive TPA services covering a wide range of functions, including policy administration, claims processing, underwriting, and customer service. This shift towards integrated TPA solutions allows insurers to streamline operations, reduce costs, and enhance the overall customer experience.

The advancement of technology and the wide range of capabilities offered by outsourcing providers enable insurers to reimagine their operating models and achieve their desired business outcomes. Increasingly, Outsourcing deals are shifting towards outcome-based models, where the pricing is tied to the results achieved. Insurers have a variety of models to choose from, allowing them to align their outsourcing strategies with their specific needs and goals

In addition to this report, we recommend you visit VendorMatch to learn more about each vendor profiled in this report and the others that will join VendorMatch once this report is published.