Our key capabilities embrace the personal lines, commercial insurance and Lloyd’s and the London Market areas, together with capabilities in specialist insurance products working across claims, service sales and back office administration.

The scale of support ranges from complete end-to-end solutions for large insurers and brokers, to bespoke services focused on specific needs.

We are actively involved in working with our clients to improve their online capability, reducing the cost of telephony while delivering service improvements through the use of creative voice solutions, resulting in reduced call waiting times and improved customer service. Additionally, traditional client contact methods are changing and new technology is enabling clients to interact with their customers across a whole range of new media. We are able to assist our clients with these projects and in addition support them with peak hour demand support, call overflow and downtime fulfilment models.

Drivers for outsourcing

• Need to provide claims processing and comprehensive, quality customer service at lower operational cost and embracing new technology.
• Higher frequency of severe weather events in the UK prompting an increase in claims. Need for organisations to review their operating models to offset this with cost savings.
• Insurers reviewing their operating arrangements and processes and exploring ways to reduce indemnity spend.
• The Lloyd’s of London Claims Transformation Programme may prompt adoption of new claims handling models.
• Importance of bringing new products to market faster.
• Blended onshore/offshore/nearshore delivery offers greater flexibility and cost effectiveness.
• Need to improve management of claims costs, particularly by preventing fraud and leakage.