Insurers continue to face the challenge of becoming more operationally efficient, in current economic mandates, while consistently managing support functions that are instrumental to the company’s performance.
By outsourcing non-core operations, insurers can focus on what they might consider most strategic, that is, their target market and customers. Allsec’s industry experts and robust project execution is complimented by our domain consulting group of thought leaders with extensive industry experience.
Allsec’s proven expertise in the insurance sector ensures that its clients optimize processes and achieve enhanced customer satisfaction. Using our in-depth domain expertise and performance-driven processes, we deliver best-in-industry BPO services to the insurance industry.
In 2010, Allsec joined hands in servicing one of the world’s largest multinational insurance groups, with a heritage of 300 years partnering with India’s largest non banking financial company. The client is UK’s largest commercial insurer providing General Insurance to more than 20 million customers in 130 countries worldwide. In an attempt to build customer trust and loyalty, the insurer sought to transform service potential through multiple channels in India, to improve customer experience and satisfaction while increasing operational efficiencies.
Allsec labored with the carrier to design a framework for process excellence that included governance, operating model organization and an execution roadmap. The deliverables included an overall scaffold for future state contact center, back-office and self-service processing, with detailed process flows across life and annuity for a number of common customer/agent interactions. We planned an overall framework for future state contact center, back-office and self-service processing, with comprehensive process flows across life and annuity for: policy role change processing, financial policy change processing, reinstatements and non-financial policy changes.