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Sutherland is a global Experience & Digital Transformation company serving the world’s largest brands with Digital Operations for industry and enterprise processes and functions; Digital Engineering; and end-to-end “As a Service” business models. Sutherland’s Digital is enabled by its proprietary assets combining human-centered design with the scale and accuracy of real time analytics, AI cognitive technology and automation. It services clients spanning over 140 countries with 55,000+ employees. For Insurers, it drives both the growth and the cost agenda - driving GWP growth, Speed to market, New Business launches, Experience transformation, and Expense ratio reduction.

Key Features

Suite of services:

  • Policy Acquisition / Sales Operations – Operating Scaling and Launching Direct to Consumer operations and brands. LoBs - Personal Lines and Small Commercial
  • End to End Policy administration – New Business, Underwriting Assistance, Full policy servicing and Renewals. LoBs - Personal, Small Commercial, Middle Market, Large and Specialty Lines
  • Agency and Broker Operations: Profiling, Placements, Invoicing, Claims, Fiduciary
  • Customer Service / Contact Center: Licensed and Unlicensed agents providing end to end agent and customer support across billing, coverage advice, policy servicing and claims
  • Contact Center as a Service (CCaaS) – End to End Contact Center as a service for Personal and Commercial carriers, enabled by proprietary digital platforms and assets.
  • Billing Payments, Collections – Cash Apps, Reconciliations, Broker Support, Suspense Management. LoB: Commercial Lines
  • Premium Audit – Commercial Lines
  • Claims Management – End to End Claims services – FNOL through Settlement. Back office and Voice support including CAT support. LoBs – Personal and Small Commercial.
  • Re-Insurance Operations – New Business, Underwriting Support and Full Policy Servicing
  • Operations Digitization: Full value chain automation through Proprietary Automation and AI assets
  • Connected Underwriting – Full submissions Automation – Ingestion, Extraction, Enrichment, Triage, Submission scoring. Small Commercial. Mid Market, Specialty

Key Benefits

D2C Policy Acquisition Market Leadership: Sutherland is an undisputed industry leader in D2C policy acquisition space, with 700+ licensed agents and our Insurance Direct solution to provide end to end Human + Digital ecosystem to impact growth and CX. With rising adoption of D2C by major insurers, we are increasingly engaging with them to kick start their D2C journey. Our end-to-end process and technology solution set, coupled with outcome-based pricing, makes Insurance Direct a cornerstone of our market differentiation as we partner with our clients on the GWP growth agenda

E2E Operations Digitization, enabled by our Digital ecosystem: Sutherland brings integrated hyper-automation and digital solutions, across the key processes of Insurance value chain, e.g. Underwriting and Claims. Our Connected Underwriting Platform drives 75+% straight-through processing, 40+% UW productivity and 20+% revenue uplift for Commercial Lines insurers. The platform brings together Sutherland’s Digital IP and 2 leading InsurTech AI solutions for data enrichment and decision analytics. For Claims, our end to end digitization and data led solutions allow us to drive 70+% STP in FNOL and 40+% no-touch claims for complex commercial lines claims.

Human Centric CX and Analytics: Our CX Core and Data Core solution set, coupled with our capability to develop human centric design solutions leveraging Sutherland Labs [with 800+ design experts], allow us to deliver touch-point transformation for our clients. As described above, we have an ecosystem of CX, AI and Analytics platform solutions, created through Sutherland’s IP and an industry leading Insurtech partnership with a Customer Experience Automation Platform provider, to design and deploy cutting-edge, least intrusive digital solutions in the customer experience space

Digital Operating Model, delivering on outcome-based commercials: Our Digital IPs/Solutions are a core part of our operating model for our clients. We have 50+% of our revenue classified as ‘Digital Revenue’, i.e. our digital solutions are integral to us delivering a differentiated service to our clients. We also proactively identify the business outcomes for each engagement that we can influence through our digital solutions and domain capabilities, and we link these outcomes to the commercial construct of our engagements. Currently, nearly three fourth of our client engagements have a business outcomes based commercial model. This allows us to build transparency and trust with our clients for long term engagements. More than 90% of our client engagements are long-term annuity-based contracts, and many of these client relationships have been for over 10 years, covering multiple engagements.

Domain Bedrock: Our extensive industry and product expertise across all P&C segments allows us to lead and enable operations expansion and digital transformation for our clients. As highlighted above, we write $500+Mn GWP of business for our clients and manage a book of business more $2Bn in premiums. We handle 30+Mn transactions annually (across voice and data), across 40+ product types, globally. This extensive depth and breadth of our domain expertise allows us to engage with our clients not just as a service provider, but as a strategic partner in their growth journey

Product/Service details