In a recent survey of 87 U.S.-based insurers with more than $100 million in annual premiums in life and P&C, Gartner Inc., a Stamford, Conn.-based research company, found that 84% of life and 72% of P&C carriers were already using business process outsourcing (BPO) services.Of those that use BPO, only 8% of P&C companies were using BPO end-to-end claims processing. Of the life carriers, none were using this feature. However, 22% of life carriers and 40% of P&C companies are using BPO for other specific functions in claims.
For call center and customer service initiatives, life and P&C were closer in results: 18% of life and 13% of P&C are currently using BPO for these services.
Life insurance companies are taking advantage of BPO for policy servicing and administration, with 36% of respondents reporting initiatives underway; only 8% of P&C carriers are using this feature.
Among P&C carriers, 17% use BPO for human resource and accounting efforts, while 11% of life carriers currently have engaged BPO HR or accounting services.
