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Conduent- Transforming Property & Casualty BPS with Touchless Processing

Vendor Analysis

by Sven Lohse

published on Feb 18, 2020

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Report Overview:

This NelsonHall vendor assessment analyzes Conduent's offerings and capabilities in transforming Property & Casualty BPS with touchless processing

Who is this Report for:

NelsonHall’s comprehensive assessment of Conduent’s property and casualty (P&C) business process service (BPS) offerings and capabilities is designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of capital market process outsourcing and identifying vendor suitability for Digital Banking Services RFPs
  • Vendor marketing, sales and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report comprehensively analyzes the company’s P&C BPS practice:

  • Strategy, emphases and new developments
  • Strengths, weaknesses and outlook
  • Target market
  • Offerings and associated technology capabilities
  • Delivery organization, including locations and partnerships
  • Breakouts of P&C BPS specific revenue and delivery resources.

Key Findings & Highlights:

P&C BPS is managed in Conduent's Commercial Industries (CI) operating group, which is home to horizontal (omni-channel communications and HR services) as well as vertical (industry services) capabilities. Industry services such as P&C BPS are organized around both technology solutions (and platforms) and outsourcing services in finance and accounting, transaction processing, learning, and legal and payment integrity services (among others).

Conduent currently serves four of the top five P&C third-party administrators (TPAs) and 7 of the top 15 P&C carriers. Its P&C BPS-related offerings are strongest in:

  • Workers' compensation (WC) claims processing
  • Personal lines omni-channel customer communications.

NelsonHall estimates that personnel serving P&C clients has dropped in the last two years by 15% to 1,500 (with half handling WC claims). Conduent's 2017-2018 transformation plan implemented what the company termed a Center of Excellence operating model. P&C delivery personnel have been shifted in terms of their locations and in terms of the business units they support, with delivery personnel being centralized, or reassigned to work-from-home arrangements, as appropriate.

Conduent maintains a significant P&C client footprint in the U.S., where it currently serves 4 of the top 5 P&C TPAs and 7 of the top 15 P&C carriers. Almost half of its P&C BPS business is generated in support of TPAs. Large carriers generate much of the remainder of its business.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Outlook

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