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How Outsourcing Can Support Insurers through Unprecedented Change

How Outsourcing Can Support Insurers through Unprecedented Change

Amid the Russia-Ukraine war, harsh climatic conditions, soaring inflation rates, and a dynamic market landscape, the insurance industry faces an escalating wave of fierce competition. These aspects are driving the need for innovative solutions to tackle operational challenges, reduce turnover ratios, and foster the development of flexible pricing models for customers.

This is where Insurance BPO services come into play. Outsourcing offers practical ways to ease your back-office workloads, such as underwriting, policy administration, claims management, legal support, insurance accounting, and data analytics. 

By partnering with outsourcing service providers, insurers can stay one step ahead of their competitors while saving cost and time.

The Changing Landscape of the Insurance Industry

It is becoming challenging for the insurance sector to survive in the changing insurance landscape. Insurers are already struggling to adapt to the market conditions and transform, but the pandemic has worsened things more for them. Let’s dive into the challenges of the industry: 

#1: The demand gap between multi-generational customer bases is on the rise

The insurance industry has undergone significant changes due to rapid digitization, presenting challenges for carriers dealing with multi-generational customer bases.

Some customers, particularly the older generation, still prefer paper documentation over digital transactions due to their limited understanding and use of technology. Baby boomers, a committed workforce generation, share similar preferences.

In contrast, GenX, in the middle of their careers, is more open to trying new digital methods. As a result, insurers now have a task of catering to diverse demands from these different customer segments.

#2: Unleashing the potential of the gig economy

Most structured insurance companies globally offer group insurance. But what about the population that is working but not employed by any company?

Several online portals and reputed workplaces like Amazon Mechanical Turk, Fiverr, and others have paved the path for the “freelancer” population working without formal company allegiance. No doubt, it is a win-win situation for both the parties; however, insurance carriers are still encountering losses.


This “freelancer” category primarily includes millennials and GenZ, who are not serious about insurance and do not prioritize at a young age.  

#3: The rapidly evolving landscape of digital space, systems, and technologies

Insuretech presents an extensive array of opportunities, but it also poses a challenge for current insurers to embrace agility and modernize legacy systems swiftly and comprehensively. The digital space is a dynamic realm where new innovations and technologies emerge daily.

Adapting to these changes and seamlessly integrating people and processes with new technologies necessitates increased investments. Therefore, achieving an improved return on investment (ROI) is crucial to ensure a successful transformation.

#4: Increasing competition threat

Although collaborations with other businesses inject new vitality into an organization and foster innovation, justifying or achieving a return on investment can be challenging.

Furthermore, fierce competitors in the market may gradually erode the insurance company’s market share by capitalizing on economies of scale.

At the same time, digitally-driven newcomers might possess a superior infrastructure for capturing the digital audience compared to the recently “modernized” insurer company.

What’s the Solution?

In an ever-evolving landscape, insurance companies are facing the above challenges that demand adaptability and flexibility. With technological advancements reshaping customer expectations, insurers must embrace digital transformation to meet the changing needs of policyholders.

Moreover, regulatory frameworks are becoming more complex, requiring insurers to stay abreast of new compliance requirements. Additionally, disruptive market forces, such as emerging insurtech startups, demand an agile approach to maintain competitiveness.

By being adaptive and flexible, insurers can proactively address these challenges, swiftly implement innovative solutions, streamline operations, and enhance customer experiences.

Embracing a culture of agility and continuous learning will enable insurers to navigate uncertainties, seize opportunities, and emerge as industry leaders in this dynamic era of insurance.

Harness the Power of Outsourcing to Focus on What Matters Most

The most recent research study shows that the global market size and share of Insurance Business Process Outsourcing witnessed a valuation of around USD 5,924.10 million in 2021. Forecasts indicate that the market will experience a robust compound annual growth rate (CAGR) of 8.80%, potentially surpassing USD 9,826.42 million by 2028.

This clearly proves that outsourcing can benefit insurance carriers in the long run by leveraging the following benefits:

1. Improves operational efficiency

Outsourcing empowers insurers to unlock significant cost savings. For example, training expenses can be substantial, with insurers typically spending an average of $1,195 on training a single employee, as reported by the Association for Talent Development. This is where outsourcing companies shine, as they boast highly skilled teams that alleviate the burden of managing in-house training and up-skilling resources.

Additionally, opting for insurance outsourcing services eliminates the need to provide employee benefits like health insurance and disability coverage. As a result, insurers can enjoy reduced operating expenses and enhanced productivity, as each team member can focus on their core competencies.

By embracing outsourcing, insurers can capitalize on cost advantages while optimizing resource allocation and maximizing efficiency. It’s a win-win situation that allows insurers to thrive in an increasingly competitive market.

2. Improved scalability

By entrusting non-core business tasks and processes to Insurance BPO service providers, insurance companies gain the invaluable advantage of flexibility, enabling them to adapt to competition and navigate the ever-evolving market conditions readily. Instead of burdening internal resources with non-essential tasks, outsourcing allows insurers to focus on their core competencies and strategic initiatives.

One key benefit of outsourcing is the scalability it offers. Unlike full-time employees, outsourcing providers offer the flexibility to scale the managed services agreement up or down based on the company’s specific needs. 

So whether it’s a sudden surge in workload or the need for specialized expertise for a specific project, outsourcing companies allow insurance carriers to adjust the level of support required quickly. This scalability provides cost-efficiency and ensures optimal resource allocation, preventing underutilization or overburdening of internal teams.

3. Technological advancements and innovation

Outsourcing insurance services providers is pivotal in helping insurers embrace technological advancements and drive innovation. These providers are at the forefront of cutting-edge technology and possess deep expertise in implementing innovative solutions within the insurance industry.

By partnering with outsourcing providers, insurers can leverage their technological prowess and gain access to state-of-the-art tools, software, and infrastructure. This enables insurers to streamline their processes, enhance operational efficiency, and improve customer experiences through digitization and automation.

Final Verdict 

In conclusion, outsourcing emerges as a powerful strategy to support insurers through unprecedented change. As the insurance industry navigates through rapid transformation and disruption, outsourcing offers a range of benefits that enable insurers to respond, adapt, and thrive effectively.

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