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for Healthcare & Insurance BPS

Track the pattern of service adoption by monitoring Healthcare & Insurance BPS contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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Healthcare & Insurance BPS

Insightful Analysis to Drive Your Healthcare and Insurance Process Strategy. NelsonHall's Healthcare & Insurance Sourcing Program is a dedicated service for organizations evaluating, or actively engaged in, the outsourcing of healthcare or insurance industry-specific processes such as policy management, and claims and new business processing. Non-industry specific services such as HR outsourcing are supported within separate dedicated programs.

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Covered vendor profiles within the Healthcare & Insurance BPS program

featured market analyses
in Healthcare & Insurance BPS:

  • Targeting Life, Annuities & Pensions BPS

    Oct 03, 2018 | Market Analysis by Suri Nair

    NelsonHall's market analysis of the Life, Annuities & Pensions BPS industry and trends consists of 57 pages.  [...]

    Table of contents:

    • 1. Introduction
    • Life, Annuities & Pensions BPS – definition and report description
    • 2. Changing Shape of the Life, Annuities & Pensions Market
    • LA&P BPS is currently dominated by closed block with a high level of offshoring……
    • ….with onshoring expected to grow as RPA reduces offshore activity and demand increases to support new products
    • 3. Customer Requirements
    • The EU insurance industry is impacted by Solvency II mandates for improved solvency metrics and consumer protection…..
    • Regulatory issues affecting life, annuity and pension issuers in the EU
    • …..but Solvency II may not apply in the future to U.K., with Brexit
    • Regulatory issues affecting life, annuity and pension issuers in the U.K
    • U.S. insurance regulations for LA&P are pushing carriers towards convergence in risk-metric presentation and consumer-friendly policy presentation...…
    • Regulatory issues affecting life, annuity and pension issuers in the U.S…
    • ...with U.S. regulatory issues including a proposed alteration in capital reserves calculation, and regulatory convergence & compliance
    • Regulatory issues affecting life, annuity and pension issuers in the U.S…
    • Changing demographics in the U.S. and EU are affecting LA&P issuers’ offerings, which are increasingly focusing on specialized products and annuities…
    • Social and economic issues affecting life, annuity and pension issuers…
    • …and a need for greater customer engagement, as challenges from start-ups are disrupting industry practices
    • …continued
    • Current major issues facing insurers include high costs from use of legacy platforms, time to market for launching new products, and increasing regulatory requirements
    • Operational life, annuities and pensions BPS issues
    • Closed block LA&P BPS drivers
    • …while speed to market, support for specialist product market entry, and access to differentiated engagement models are the main drivers for open block business
    • Open block LA&P BPS drivers
    • Life companies still enhancing digital customer experience but looking to take an end-to-end approach to digitalization
    • Customer experience transformation requires improved customer experience platform, improved customer segmentation, and incorporation of customer analytics
    • Key areas for process transformation & automation initiatives are policy administration, customer service, and new business
    • Half of life companies favor replacing legacy platforms with new single insurance platform
    • Characteristics sought from operations transformation partners include both automation & provision of agents
    • Life insurance is still primarily focused on RPA roll-out rather than wider adoption of
    • Best practice process models and onshore employee change management are key ingredients of future BPO contracts
    • Main benefits sought by LA&P insurers include closed block business cost reduction, speed to market capabilities, and CSAT improvement through new technologies and engagement models
    • Benefits
    • LA&P insurers are seeking vendors which can minimize policy administration costs and optimize business processes with automation, workflow and dashboard tools…
    • Closed block policy administration cost reduction segment
    • Open block LA&P BPS need new engagement models, greater flexibility and reduced cost of entry to new markets
    • ‘Speed to market’ open block segment
    • WNS assisted a leading U.S. insurer in enhancing actuarial modelling processes
    • WNS: Actuarial Modeling
    • TCS introduced RPA and chatbots into insurance processes for a large Australian insurance provider
    • TCS: Redesign operating framework with RPA
    • Genpact migrated an insurer’s policy data using Rapid Automation
    • Genpact: Data migration using Rapid Automation
    • DXC enabled a leading life insurer to streamline internal processes and improve customer service to become more competitive
    • DXC: Streamline internal processes and improve customer service
    • EXL identified a premium customer segment for a life company based on the customer expected lifetime value
    • EXL: For a leading life insurance company
    • Kane LPI completed a platform migration for an insurer in support of new product introduction
    • Kane LPI: Migration from its legacy platform to Kane LPI's proprietary IMS system
    • DXC implemented a new product for an insurer in six months with subsequent product launches in 30 days with 20% savings
    • DXC: New product launch with speed to market
    • SE2 transitioned an acquired life & annuities block to its platform achieving resulting administrative savings of 60%
    • SE2: Convert and transition a block of business
    • TCS identified strategies to improve collection and retention/ renewal rates for a large Indian life insurer
    • TCS: Retention/renewal strategies
    • 4. Market size and Growth
    • Life, Annuities & Pensions BPS market forecast to reach $3.5bn by 2022
    • Growth will be strongest in open block in both U.S. and U.K.
    • 5. Vendor Market Shares
    • The Global Life, Annuities & Pensions BPS market is led by Capita, TCS, Se2, Accenture, EXL Service, and DXC
    • The North America Life, Annuities & Pensions BPS market is led by SE2, EXL Service, DXC, TCS, Cognizant, Capgemini, and Genpact
    • The EMEA Life, Annuities & Pensions BPS market is led by Capita, TCS, Accenture, HCL, Atos, and IFDS
    • The U.K. Life, Annuities & Pensions BPS market is led by Capita and TCS, followed by HCL, Atos, WNS, and IFDS
    • 6. Vendor Offerings and Targeting
    • While policy servicing, claims management, new business services, and agency management services continue with steady growth, actuarial and analytics services are also growing….
    • …with DXC, SE2, TCS and WNS offering end to end LA&P BPS services
    • Policies types experiencing increased demand for LA&P BPS services include annuities and variable life
    • An estimated 40% of LA&P providers have acquired or partnered in the last three years, with EXL playing an active role
    • 7. Vendor Delivery in Life, Annuities and Pensions, BPS
    • DXC, Infosys, NIIT and TCS primarily focus on closed block policy administration, while Kane and EXL have strong presence in new business administration
    • Offshore delivery accounts for unweighted average of 64% of LA&P BPS FTEs
    • Agency services, surrender and terminations, fund support and actuarial services are primarily delivered from offshore locations
    • Per policy pricing is most commonly adopted followed by transaction based pricing
    • 8. Critical Success Factors
    • Critical success factors in Life, Annuities & Pensions BPS include:
    • Appendix I: Vendors Researched
    • The following vendors were researched in this report
    view this reportdownload abstract

  • Business Process Services in the Commercial Property & Casualty Insurance Sector: 2017

    Dec 21, 2017 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Commercial P&C Insurance Sector: 2017” 70-page report is based on global interviewing of senior executives across the commercial property & casualty insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes th [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Executive Summary
    • End-to-End Process Digitalization Is A Key Priority
    • A Widespread Approach to Process Transformation
    • Sector Transformation Creates Additional Opportunities for BPS
    • Market Developments & Forecast
    • Market Forecast
    • BPS Market Shares
    • Key Business Issues & Initiatives
    • Market Change
    • Key Organizational Initiatives
    • Improving the Economics of the business
    • Creating the Digital enterprise
    • Operational Transformation Initiatives
    • Operations Transformation Intentions
    • Operational transformational Initiatives
    • Approach to Operational Transformation
    • Use of BPS to Drive Operational Transformation
    • Impact of PESTLE Factors on Sourcing and Shoring
    • Impact of Automation on Sourcing and Shoring
    • Approach to Automation
    • Implications for Staffing & BPO
    • Overall Trends
    • Reduction in overall resource levels
    • Shifting skills profile
    • Changing expectations from BPS Suppliers
    • Impact of PESTLE Factors
    • Impact on BPS Shoring Profile
    • Impact on Internal Staffing
    • Impact on White-Collar Staffing
    • BPS Spend and Productivity
    view this reportdownload abstract

  • Targeting Property and Casualty BPS

    Apr 24, 2017 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of Property and Casualty BPS consists of 43 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Property and Casualty BPS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Delivery in Property and Casualty BPS
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting U.S. Healthcare Provider BPS

    Dec 02, 2016 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of U.S. Healthcare Provider BPS consists of 43 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Healthcare Provider BPS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Delivery in Healthcare Provider BPS
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting Life, Annuities and Pensions BPS

    Jun 06, 2016 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of the life annuities and pensions BPS market consists of 49 pages. The report focuses on life annuities and pensions services, looking overall and at each service offering individually.  [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Life, Annuities & Pensions BPS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Delivery in Life, Annuities & Pensions BPS
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Business Process Services in the Life Insurance Sector: 2016

    Feb 26, 2016 | Market Analysis by John Willmott

    NelsonHall’s “Business Process Services in the Life Insurance Sector: 2016” 64 page report is based on global interviewing of senior executives across the life insurance sector in four geographies: U.S., U.K., Continental Europe, and Asia Pacific. In particular, the report analyzes the principal business issues faced by life in [...]

    Table of contents:

    • Introduction
    • Objectives
    • Methodology
    • Structure of the Report
    • Reducing Cost of Policy Administration through Digitizing & Automating Back-Office Operations is Key Priority for Life Insurance Companies
    • Life Insurance Sector Forecasts 3.2% Increase in BPS Spend in 2016
    • Life Insurance Companies Would Like BPS Vendors to Reduce Process Costs by Using Analytics to Incorporate Process Learning
    • Standalone BPaaS Using Standard Vendor Process Models Strongly Favored by Life Insurance Sector over Next Three Years
    • Life Insurance Market Forecast & Vendor Market Shares
    • Life Insurance BPS Market Forecast
    • BPS Vendor Shares: Life Insurance
    • Key Business Issues & Initiatives
    • Key Business Issues
    • Operational Initiatives Planned
    • Operations Enhancements Planned
    • Operations Satisfaction & Pain Points
    • Process Suitability to Support Future Business
    • Current Satisfaction with BPS Service Delivery and Acceptance of New Delivery Models
    • Satisfaction with Delivery of BPS Services
    • Attitudes to Vendor Approaches
    • BPS Service Improvement Requirements
    • BPS Adoption by Model Type
    • BPS Purchasing & Spend Intentions
    • Forecast Shifts in Sourcing
    • Planned BPS Adoption by Process
    • BPS Spend Growth & Productivity Improvements Sought
    • Changing Contractual Approaches
    • BPS Pricing Mechanism Trends
    • BPS Contract Length Trends
    view this reportdownload abstract

  • Targeting Healthcare Payer BPS in the U.S.

    Dec 22, 2015 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of the healthcare payer BPS market in the U.S. consists of 45 pages. The report focuses on healthcare payer services, looking overall and at each service offering individually.  [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Healthcare Payer BPS Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings and Targeting
    • Vendor Delivery in Healthcare Payer BPS
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting Workers' Compensation BPS

    Aug 07, 2015 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of the workers' compensation BPS industry consists of 41 pages. The global workers' compensation BPS market was ~$2.2bn in 2014, and is set to grow at a CAAGR of ~8% through 2019. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Workers' Compensation Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings And Targeting
    • Vendor Delivery
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting P&C BPO in the Automotive Sector

    Oct 22, 2014 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of property and casualty outsourcing in the automotive sector consists of 67 pages. [...]

    Table of contents:

    • Introduction
    • Changing Shape of the Auto P&C BPO Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings And Targeting
    • Vendor Delivery
    • Critical Success Factors
    • Appendix I – Vendors Researched
    view this reportdownload abstract

  • Targeting Property and Casualty BPO

    Jan 22, 2014 | Market Analysis by NelsonHall Analyst

    NelsonHall's market analysis of the Property and Casualty Outsourcing industry and P&C BPO trends consists of 75 pages. [...]

    Table of contents:

    • Changing Shape of the P&C BPO Market
    • Customer Requirements
    • Market Size and Growth
    • Vendor Market Shares
    • Vendor Offerings
    • Vendor Delivery
    • Vendor Targeting
    • Critical Success Factors
    • Appendix – Vendors Researched for Analysis
    view this reportdownload abstract
browse all market analyses

NEAT Reports are available for this program!

NelsonHall, the leading global BPS analyst firm, now offers a new suite of "speed-to-source" tools to assist Strategic Sourcing Managers in saving time and money, while enhancing the quality of their sourcing decisions in business process services and Healthcare & Insurance BPS.

view all NEAT reports learn more about NEAT

Latest Healthcare & Insurance BPS Market Forecast

  • Global Insurance Market Forecast: 2018 - 2022

    Jun 25, 2018 | Market Forecast by Mike Smart

    NelsonHall's "Insurance Market Forecast: 2018-2022" consists of 44 pages. It is a forecast of Insurance services and is complemented by NelsonHall's self-service forecasting facility which enables users to download forecasts and vendor shares tailored to their needs across any combination of  81 BPS service lines, 39 geo [...]
    view this reportdownload abstract

NelsonHall's Self-Service Forecast Tool

This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and cost-effectively, in support of more-informed decision-making.

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