BPO Cools to a Simmer: Insurers and Expectations for Adoption

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10 November 2015


Celent researches the usage of business process outsourcing (BPO) and plans for the future.

In the report BPO Cools to a Simmer: Insurers and Expectations for Adoption, Celent refreshes research conducted in 2004 and 2010. In this report, Celent provides side-by-side comparisons to the data from the report Approaching the Boiling Point: BPO, SaaS in Insurance, published in 2010.

The analysis covers a broad view of the topic, and comparisons are made on three primary topics:

  • Actual usage of BPO in insurers.
  • Attitudes towards the use of BPO in insurers.
  • Plans for the future use of BPO in insurers.

"In our discussions with insurers, the use of BPO is always a popular topic. Insurers want to know what others are doing," says Tom Scales, a research director with Celent’s Insurance practice and author of the report. “By surveying the market, we have real data behind the industry’s views rather than just anecdotal discussions. It’s clear that the insurers are pulling back from previous levels of excitement.”

“The use of BPO is common, but the growth curve of usage has slowed,” says Craig Weber, Celent’s CEO and author of the 2010 report. “While not surprising, we see continued opportunity in the market.”

This 30-page report contains 17 figures.