Monday, January 21, 2013

Global Insurance BPO Market 2012


The global insurance BPO market has been valued at US$2 billion by the end of 2012. and segment grew by 17% annually. Third-party Business Process Services (BPS) in the insurance industry currently a US$6-8 billion market growing at ~17% annually.
Post 2008 Financial crisis there had been a stable growth in the number of contracts signed in both the Life & Pensions (L&P) and Property & Casualty (P&C) lines. In fact the contracts almost doubled in number when compared to 2008-2009 when the financial crisis had a severe impact on the insurance companies. BPS in insurance rebounded with 53 new, publicly-announced contracts signed in 2010-2011.
United States and United Kingdom are the primary markets for Indian Insurance BPO vendors, but the market is also going global and activity is picking up in other regions of the world too. Asia Pacific showed significantly increased activity over the last one to two years .
Insurers expect BPO as a key tool to cut costs, improve operations, and manage regulations. Service providers are differentiating their offerings through better technology, strong delivery capabilities, and the ability to serve niche segments.

The 2012 insurance BPO PEAK Matrix has three:
1. Leaders (EXL Service, TCS, and WNS)
2. Major Contenders (Genpact, HCL, Infosys, and Wipro)
3. Emerging Players (Capgemini, Cognizant, and Serco) 
4. Leaders control 60% of the overall insurance BPO market in revenue terms with healthy growth rate.
5. EXL Service is dominant player in the U.S. BPO insurance market.
6. TCS dominant in the UK BPO insurance market

Industry-specific BPO accounts for over 60% of BPO contracts in insurance, spanning product development and business acquisition, new business, policy servicing and reporting, and claims processing.
Leaders have a wide scale of operations and have a significant advantage over Major Contenders and Emerging Players. Capabilities of the major players differ not only in terms of the variance of the service offerings but also in terms of the Geographies they are servicing successfully.
Leaders and Major Contenders have built delivery capabilities from various different locations and this global delivery presence is a big competitive advantage when compared to Emerging Players.
The five themes identified Everest group are Platform-based BPO offerings, increasing focus on the U.S. closed books BPO market, inclusion of complex processes in insurance BPO contracts, higher degree of on shoring, and regulatory and risk management BPO. 

Source: Everest Group.








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