In 2009, the Black Book Insurance BPO Client Industry user survey investigated over 800 contracts held by 2,600 of the top spending insurance corporations and organizations globally.Sectors are divided by client type:' Life and Annuity Insurance' Property and Casualty Insurance' Health Insurance18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.Insurance BPO products typically fall into one or some combination of the following six categories:' Product Development: Includes marketing, pricing, risk analytics, and product testing (model office) in software services ' Sales and Marketing: Includes agent management, external reporting and business intelligence/data warehousing in software services' Underwriting and Risk Management: Includes pricing support, quote and policy issuance and mid-term changes' Policy Administration: Includes billing, premium and claims booking, payment processing, testing and administration systems simplification in software services.' Claims Management: Includes end-to-end claims management from adjudication to settlement and claims recovery services (subrogation and fraud detection).' Brokerage Services: includes Premium Accounting services, document management, Policy Maintenance, Operation Support services and client services' Corporate Functions: Includes reporting, reconciliation, treasury, financial planning and analysis, ERP implementation in software services, client, network, server and security services. Insurance ITO functions typically fall into one of the following:' Infrastructure: Help Desk, Applications Monitoring, Security, LAN WAN Management, Data Center management' Applications Management: Development, Maintenance and ERP Solutions' Data-warehouse and Business Intelligence Solutions' Bundled ITO/BPO/KPO ServicesKey FindingsKey Finding: Most Important Customer Satisfaction KPIsBest of Breed Technology and Customer Care are the most important attributes influencing Life Insurance Client Companies' satisfaction with their outsourcing providers.Trust and Integrations/Interfaces are the most important attributes influencing Property & Casualty Client Companies' satisfaction with their outsourcing providers.Reliability, Deployment and Customization are the most important attributes influencing Health insurance Client Companies' satisfaction with their outsourcing providers.Key Finding: Business Process Outsourcing Vendor Dissatisfaction is rare in the Insurance Industry Services IndustryStrong dissatisfaction is uncommon in this niche BPO sector, occurring in only 7.22% of Life Insurance client types, 13.8 % in Property & Casualty clients, and 10.8% of Health Insurance clients globally. US clients are among the most satisfied with Insurance BPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 9% of all surveyed clients with 2009 projects.Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End Insurance BPO and ITO Vendor produces the Highest Satisfaction RatesSingle-vendors offer both comprehensive services to Insurance outsourced services clients. Synopsis Results from 2009 Black Book Outsourcing survey. In the Insurance sector, satisfaction with their outsourcing providers varied across the 3 client groups, but strong customer dissatisfaction is uncommon in this niche BPO sector. Companies mentioned CSC, Capgemini, CGI, HCL, IBM, Accenture, Fiserv, Cognizant, TCS, Patni, Infosys, WNS, NIIT Technologies, ACS, EXCL Service, iGate, HP - EDS, Perot System, Aditva Birla Minacs, Hinduia TMT

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2009 Top Insurance BPO and ITO Vendors
Published on September 2009
Report Summary
In 2009, the Black Book Insurance BPO Client Industry user survey investigated over 800 contracts held by 2,600 of the top spending
insurance corporations and organizations globally.
Sectors are divided by client type:
' Life and Annuity Insurance
' Property and Casualty Insurance
' Health Insurance
18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10
scale per KPI.
Insurance BPO products typically fall into one or some combination of the following six categories:
' Product Development: Includes marketing, pricing, risk analytics, and product testing (model office) in software services
' Sales and Marketing: Includes agent management, external reporting and business intelligence/data warehousing in software
services
' Underwriting and Risk Management: Includes pricing support, quote and policy issuance and mid-term changes
' Policy Administration: Includes billing, premium and claims booking, payment processing, testing and administration systems
simplification in software services.
' Claims Management: Includes end-to-end claims management from adjudication to settlement and claims recovery services
(subrogation and fraud detection).
' Brokerage Services: includes Premium Accounting services, document management, Policy Maintenance, Operation Support
services and client services
' Corporate Functions: Includes reporting, reconciliation, treasury, financial planning and analysis, ERP implementation in software
services, client, network, server and security services.
Insurance ITO functions typically fall into one of the following:
' Infrastructure: Help Desk, Applications Monitoring, Security, LAN WAN Management, Data Center management
' Applications Management: Development, Maintenance and ERP Solutions
' Data-warehouse and Business Intelligence Solutions
' Bundled ITO/BPO/KPO Services
Key Findings
Key Finding: Most Important Customer Satisfaction KPIs
Best of Breed Technology and Customer Care are the most important attributes influencing Life Insurance Client Companies'
satisfaction with their outsourcing providers.
Trust and Integrations/Interfaces are the most important attributes influencing Property & Casualty Client Companies' satisfaction with
their outsourcing providers.
Reliability, Deployment and Customization are the most important attributes influencing Health insurance Client Companies'
satisfaction with their outsourcing providers.
Key Finding: Business Process Outsourcing Vendor Dissatisfaction is rare in the Insurance Industry Services Industry
Strong dissatisfaction is uncommon in this niche BPO sector, occurring in only 7.22% of Life Insurance client types, 13.8 % in
Property & Casualty clients, and 10.8% of Health Insurance clients globally. US clients are among the most satisfied with Insurance
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BPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 9% of all surveyed clients with 2009
projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End Insurance BPO and ITO Vendor
produces the Highest Satisfaction Rates
Single-vendors offer both comprehensive services to Insurance outsourced services clients.
Synopsis
Results from 2009 Black Book Outsourcing survey. In the Insurance sector, satisfaction with their outsourcing providers varied across
the 3 client groups, but strong customer dissatisfaction is uncommon in this niche BPO sector.
Companies mentioned
CSC, Capgemini, CGI, HCL, IBM, Accenture, Fiserv, Cognizant, TCS, Patni, Infosys, WNS, NIIT Technologies, ACS, EXCL Service,
iGate, HP - EDS, Perot System, Aditva Birla Minacs, Hinduia TMT
Table of Content
Introduction 7
Summary
11
Methodology 15
Top 20 BPO Support Vendors 12
Top 20 ITO Support Vendors 14
Stop Light Scoring Key 19
Overview of KPI Leaders 24
Individual Key Performance Indicator Detail 33
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