Insurance BPO/TPA Services - Life & Annuities and Property & Casualty

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EXL is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance.

Our U.S. headquarters is based in New York City and we operate over 50+ state-of-the-art global delivery centers in 25 locations across India, the Philippines, US, Czech Republic, Romania, Colombia, Bulgaria, Australia and South Africa with sales offices in New York, New Jersey and London. We have more than 50,000 professionals. Our 2023 revenue guidance is $1.620 - $1.628 Bn. For more information, visit

We serve over 530+ insurance clients. Among those are nine out of the leading 10 U.S. insurers. We have 50+ global delivery centers with more than 24,000+ insurance professionals. As a testament to our domain expertise, we have a dedicated in-house Insurance Academy that develops and delivers best-in-class learning and certification programs.

Key Features

Property & Casualty

We help our clients transform their operations through a paradigm shift by moving from a human-led to a human-in-the-loop operating model by embedding AI, Automation and Data and Analytics. Our P&C practice is comprised of 15,000+ employees deployed across a wide spectrum of data, analytics, consulting, and digital operations management services. With our data-first approach, we serve across the value chain offering digital solutions to transform your property and casualty insurance business operations by removing information silos and creating more complete processes and customer views.

Who we serve:

We collaborate with insurers and reinsurers across the P&C insurance industry to empower them with real-time insights, and seamless, superior customer experiences.

Commercial and specialty insurance : We cater to all commercial lines across property and casualty and to specialty lines. We collaborate with clients across the value chain – from product development through subrogation. We apply our deep domain and digital expertise to provide real-time insights and customer-centric operating models to improve global operations, create a superior customer experience, and achieve growth, speed-to-market and efficiency.

Personal insurance : We partner with insurers across the insurance life-cycle to operationalize AI, analytics, automation and cloud technologies leveraging our deep domain and digital expertise to provide real-time insights and customer-centric operating models. This helps our clients create superior customer experience and achieve growth with speed-to-market and efficiency

Brokers, agencies, MGAs, and wholesalers :EXL supports agencies, brokers, MGAs, and wholesalers at every stage of their data-led evolution. Our digital operations management, data and analytics and digital transformation solutions drive workforce enhancement. Our solutions introduce and embed process intelligence through analytics and AI, redesign omnichannel UX to create fluidity and flexibility, and ultimately deliver hyper-personalization for the customer and growth through data monetization.

Life, Annuties, Retirements & Group Insurance

Born out of an insurance company, EXL is a pioneer in the insurance operations outsourcing landscape. We have a deep understanding of the life insurance domain, and experience executing processes as part of our core operations. Serving as a trusted partner, EXL works with insurance companies to digitally transform their operations. We help grow and manage our client's life insurance portfolio with AI-powered, analytics-driven solutions.

We serve multiple insurance clients in a BPO/TPA space globally including 9 of the leading 10 U.S. Life, Retirement and Group Insurers. We have 9000+ L&A professionals to serve 85+ insurance clients. We have 50+ global delivery centers and we service majorly from India, Philippines, South Africa and US. EXL is licensed to perform TPA services for life, health, and annuity plans in all states where such licenses are required. We also provide full service Mailroom capabilities (mail, scan, and indexing).

As a testament to our domain expertise, we have a dedicated in-house Life insurance domain academies that develops and delivers best-in-class learning and certification programs.

Who we serve:

Serving as a strategic partner, we work with Life, Annuities, Group and Retirement Insurance carriers to digitally transform their insurance operation to enable data-driven business decisions. We offer our cloud-first industry solutions and domain expertise combined with AI, machine learning, analytics and platforms. Working together, we can implement a flexible, customer-focused approach to delivering end-to-end outcomes.

Individual Life & Annuities

EXL partners with life insurance carriers throughout the product life cycle to provide domain expertise combined with predictive analytics to improve outcomes and increase customer satisfaction.

Group & Voluntary Benefits

EXL offers group benefits providers a flexible, customer-focused approach to deliver successful business outcomes. Powered by AI and ML, our solutions drive end-to-end operations management capabilities.

Retirement & Pension

EXL helps retirement providers with our depth of experience and thought leadership to modernize business. We redesign and automate business processes and mitigate execution complexity and risk to achieve scalability and sustainable cost efficiencies.

EXL comes with end-to-end capabilities across the Life and Annuities value chain, servicing multiple product types and extensive experience having worked with multiple Life and Annuities clients.

Our service offerings within Life, Annuities, Group & Retirement space include the following: we have deep domain expertise and provide services across the L&A Value Chain:

  • Product Development
  • New Business and Underwriting
  • Sales Marketing & Agency Management
  • Policy Administration
  • Billing
  • Claims Management
  • Contact Center

Select outcomes delivered for leading insurers include:

  • 50% reduction in UW costs
  • 4-5% reduction in claim operational expenses
  • UW analytics: 20% better risk identification

Key Benefits

2023 was a turning Point for AI-Driven Innovation - EXL launched our generative AI platform to enhance productivity, streamline workflows and elevate customer experience. Collaborating with top global businesses, we’ve reimagined entire workflows by integrating data, analytics and AI into enterprise-wide systems. Overall, the results have been extraordinary, with clients transitioning from proof-of-concept to fully operational enterprise solutions in just a year. EXL’s strength lies not only in understanding the technology but also in comprehending the data elements and migration issues, positioning us to help clients extract the most from the generative AI revolution.

In addition, EXL provides digital solutions to insurance carriers worldwide, as well as complete TPA and BPO services. Please find below our illustrative list of key solutions:

EXL Exelia.AI™ Conversational A - EXL EXELIA.AI™ is a pre-trained solution for human like interactions through voice & chat, developed across industry specific use cases.

EXL Nervehub™ - Next-gen digital command center to orchestrate human and digital workforces: Embedding digital intelligence for future-ready operations

EXL Xtrakto.AI™ - EXL XTRAKTO.AI™ is Intelligent Document Processing solution that converts unstructured content into structured data with the power of AI and cloud technologies.

EXL™ Customer 360 Insights Solution - EXL™ Customer 360 Insights is a one stop solution for data integration, cutting edge analytics and real time intelligence.

LDS New Business & Underwriting solution - EXL Life Digital Suite is a best of breed eApp and accelerated underwriting platform. The suite includes eApp, underwriting rules engine, workflow, analytics and e-docs components.

EXL LifePRO™ - A powerful end to end solution supporting the entire policy administration life cycle from quote to claim for an extensive array of life, health, and annuity products.

Digital TPA Ecosystem, powered by LifePRO™ - EXL invested in digitalizing its LifePRO™ platform and built a future ready digital ecosystem for its TPA business. Our offering blends a functional approach to BPO services, automated conversion capabilities and key technology partnerships to ensure seamless integration and a positive customer experience. The key characteristics of a Digital TPA ecosystem that would support forward-looking endeavors for their insurance clients include:

  • More strategic support, helping our clients develop new distribution channels, launch new products, and create new digital business models
  • Focus on providing an enhanced technology ecosystem
  • Focus on outcomes - our operating models are flexible, and our pricing models are ultra-competitive, bundling the majority of services
  • Leverage modern conversion methodologies, investing in reducing conversion risks through the greater use of ETL and other automation to reduce manual tasks
  • Focus on digitization and the modernization of customer journeys
  • Global and adaptive delivery and talent model

Flexible TPA models to achieve our clients’ business goals:

· The first model supports clients that choose to get out of the administration business altogether and cede that responsibility to EXL.

· The second also supports new business, but it could also be on another vendor’s policy administration platform where EXL surrounds it with our comprehensive services.

· Finally, we are supporting an increasing number of new product launches where speed to market is absolutely critical.

EXL Smart Data Signals - EXL Smart Data Signals enables claim professionals by providing pro-active 'alerts' or 'signals' on potential anomalies to prevent leakage and drive improved customer experience and file compliance. The solution complements a client's core system(s) and sends actionable alerts by performing near-real time automated claim event monitoring by combining advanced analytics and generative Al. It actually extracts data points from structured and unstructured data, then combines these data points with natural language processing predictive models to deliver actionable insights.

EXL Engage - EXL Engage is a self-service solution backed by AI, that allows insurers to provide their customers, brokers, agents with a unified and transparent end-to-end experience with its digital approach.

SubroSource - EXL’s Subrosource™ is an industry leading subrogation recovery platform with embedded lifecycle analytics. Subrosource™ creates value in the identification of opportunities, assignment of recovery strategies and automated execution of recovery steps. The platform enables an efficient service ecosystem for recovery processing and automated demand generation. Subrosource™ caters to both subrogation for auto insurance and subrogation for property insurance. Subrosource™ utilizes embedded analytics throughout the lifecycle of a claim. Beginning at FNOL, files are scored for OPID and triaged to recommended recovery paths. Adjusters, whether you handle the subrogation or outsource to us, will utilize proven methodologies to optimize negotiation strategies.

MedConnection - MedConnection™ is a Human-AI collaboration platform, helping to bring sophisticated NLP models & highly trained medico legal skillsets to generate accurate, relevant & succinct clinical insights for supporting Insurance Claims and Underwriting Decisions.

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