HfS recently released its Insurance BPO Blueprint where we evaluated the execution and innovation capabilities of key service providers that work with property and casualty (P&C), life and annuities (L&A) and reinsurance companies, brokers and other intermediaries globally. Our research included exhaustive interviews and briefings with both service providers and buyers of IT and business services. We observed a distinct gap in buyers’ perceptions when it came to the innovation capabilities of their service providers; most buyers are unimpressed! This document examines the state of ‘innovation’ at play today in insurance BPO with an aim to highlight key success factors and opportunities for buyers and service providers.
