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Sutherland - Transforming Property & Casualty BPS with Touchless Processing

Vendor Analysis

by Sven Lohse

published on Jan 13, 2020

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Report Overview:

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

Who is this Report for:

NelsonHall’s comprehensive assessment of Sutherland Global Services’ (Sutherland) 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:

Sutherland serves P&C BPS clients in PL, CL, and in the Lloyd's of London markets.  Sutherland's deepest P&C BPS competency continues to be support for front-office functions; the company's licensed agents serve multiple carriers. In the U.S., many of Sutherland's licensed agents operate out of a CoE in Chesapeake, MD. Other licensed agents are located in India. These agents enable carrier clients to use Sutherland as a direct channel to brokers and/or customers. In addition, Sutherland has recently begun offering P&C actuarial services (with personnel based in India).

Sutherland's foremost strategy is to serve clients as a sales channel that enables client carriers to expand quickly into new markets by leveraging:

  • Licensed P&C agents based in Sutherland's CoEs
  • Digital front-office IT capabilities that Sutherland has been developing for the last five years. These digital capabilities include RPA, Analytics AI, UX/CX Design Labs in the U.S. and U.K., and in Sutherland's CloudLABS in San Francisco (CA).

NelsonHall estimates that Sutherland's CY 2019 P&C BPS revenues were $35m.

Sutherland serves P&C BPS clients in PL, CL, and in the Lloyd's of London markets.  Sutherland reports that it provides support for:

  • 3 million P&C customers, producers and other intermediaries (including management of 4.4 million calls annually)
  • Lloyd's Syndicate clients, with 18,000 bordereaux processed annually
  • Approximately $400M in GWP on behalf of P&C carriers.

Sutherland began its work in P&C BPS supporting front-office functions and this remains its deepest competency. Multiple carriers use Sutherland's licensed agents as a direct channel to brokers and/or customers.

NelsonHall estimates that Sutherland’s P&C BPS business is supported by 750 FTEs.

Sutherland currently serves several of the top 25 P&C carriers and numerous mid-tier carriers, primarily in the U.S. and in the Lloyd's of London market. Sutherland is looking to expand opportunistically in the APAC region.

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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