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Insurance Industry Overview

Insurance companies that partner with Business Process Outsourcing (BPO) providers are able to alleviate industry demands. BPO allows our clients to balance online insurance channel stresses and soft market investment pressures. New insurance products must "speed to market" to be competitive. Policyholder, broker and agent satisfaction levels are the key drivers of the insurance business, requiring exceptional measureable performance. Responsiveness to policyholder and agency/agent needs differentiates your insurance products.

Sutherland Global Services is a vested, qualified BPO partner to the insurance industry. Our integrated BPO solution, which merges front and back office functions, has a long history of exceeding carrier, agent, and policyholder expectations.

Our insurance clients enjoy a timely application-to-issuance policy delivery, as well as our customer-friendly claims processing, which couple to achieve policyholder acquisition and retention business objectives. We serve the needs of our client's customers with an integrated, end-to-end solution, from underwriting to policy and claims processing, to policyholder services. Our customer satisfaction (CSAT) performance has not only met, but surpassed such carrier-direct policyholder services, cost-effectively. Our insurance business services successfully support new market openings as well as new product launches with accelerated ramp-ups, implementing in days instead of months, and with no upfront capital expenditures.

Sutherland's BPO services for the insurance industry include:

Insurance Sales and Underwriting

Increase revenue with multiple distribution channels

  • Quoting processes (voice/email)
  • Inbound Sales
  • Outbound Sales
  • Insurance Underwriting
  • Lead Generation/ Appointment Setting

Customer Service

Improve customer service and increase profit

  • Coverage Inquiries
  • Policy Endorsements
  • Billing Support
  • Claims Inquiries
  • Dispute Resolution
  • Cancellation/ Customer Retention
  • Loyalty Programs
  • Cross-Sales/Up-Sales

Claims Management

Guaranteed reduction in allocated and unallocated expenses

  • Workflow realigned at the task level and matched to skills and salary points
  • Matches the right resources to the right tasks
  • Real-time visibility of work in process
  • Pattern analysis technology

Back Office

Reduce Costs, increase control, and improve transparency

  • Policy Administration & Issuance
  • Applications/ Account Set-ups
  • Enrollment Processing
  • Billing Reconciliation
  • Email/ Fax/ Write-In Correspondence Processing
  • Imaging/ Scanning/ Data Entry

The Sutherland Advantage

  • Revenue increases through multiple distribution channels
  • Turnaround time improvement for field force and members/consumers
  • Ability to deliver a consistent customer experience and reduce churn