Unravelling Growth: Amplifying insurance offerings with BPO services

In the dynamic world of insurance, innovation is forging a coherent bond between insurance companies and insurance BPO companies. From process optimisation to expansion of service range, leveraging insurance BPO services is proving to be a game changer for the insurance industry.

Comprehending insurance BPO companies

BPO services encompass a range of activities that support the insurance sector, from customer service and claims processing to policy administration and data management. By outsourcing these functions, insurance companies can achieve greater efficiency, reduce operational costs, and enhance service quality. Insurance BPO companies exert competency in specific ancillary processes, thereby allowing the insurance companies to focus on specialised and core areas of business practices. This is a strategic move by the insurers, ensuring top-tier service to their policyholders while benefitting from maximised internal efficiency.

Common insurance BPO services include:

  1. Claims management and processing
  2. Customer service and support
  3. Policy administration and management
  4. Risk assessment and underwriting
  5. Regulatory compliance and reporting
  6. Billing and payment processing

Why are insurance companies using a BPO?

A recent report from a leading research and consulting company claims that the insurance BPO market is scaling upward with projections of $10.2 billion by 2028 and a CAGR of 4.2% from 2021 to 2028.

From enhanced policyholder experience to substantial cost savings, the reasons are compelling. Let's look at a few.

  1. Augmented customer experience
  2. With high expectations and personalised services demanded by customers, the BPO industry is stepping up to meet the challenge. The most important offering that BPO services bring to the table is managing customer interactions empathetically against the backdrop of efficiency. Using artificial intelligence and machine learning, they are empowering insurance companies to augment their customer management.    

  3. Improved cost efficiency
  4. Reducing overheads is a key factor in any business operation. The insurance landscape is fraught with overheads that are passively contributing to revenue generation. These include staying updated with technology, employing personnel for non-core tasks, and maintaining infrastructure. Outsourcing these tasks allows insurance companies to redistribute and reinvest their financial resources.

  5. Access to a global talent pool
  6. Outsourcing allows for access to talent beyond the company's present geography. When specific skills and proficiencies are missing within the existing structure, insurance BPO companies bridge the gap without significant investment on the part of the insurer.

  7. Scalability with flexibility
  8. In the event of an immediate surge in claims filings, an insurance company can quickly access required team members from the BPO sector to efficiently and timely verify and process claims. Once the demand is met, the company can also scale down the team size. This remarkable flexibility is a strategic asset and supports the company in scalability as per fluctuating market conditions.

  9. Digital transformation
  10. Among other key technological offerings is state-of-the-art data processing using advanced analytics. Services such as AI-driven real-time customer interactions are decreasing workloads on existing staff while improving service quality. Additionally, they are fostering a culture of harmonious human-technology interaction.

  11. Market expansion
  12. Insurance BPO companies have an edge in terms of understanding local cultures and their people. They have in-person experience of market news, local laws, and consumer behaviour. This is a vital skill which pushes market expansion within the ambit of regulatory compliance.

  13. Risk mitigation
  14. Insurance BPO companies use the latest technologies and industry-specific expertise to predict, assess, and manage risks, promoting better risk control and mitigation.      

How can Infosys BPM help expand insurance offerings?

By leveraging specialised expertise and advanced technologies, BPO services help insurers remain competitive, boost productivity, and enhance customer experiences for sustained growth. Explore insurance BPO services from Infosys BPM, offering a collaborative approach that goes beyond cost reduction, driving transformative changes that help insurers exceed market demands, customer expectations, and the evolving needs of intermediaries.

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