CORE INSURANCE

The Growing Importance of Insurance BPO Services in 2021

| August 25, 2021

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Emerging from a prevailing pandemic, the industry has to face few upfront hallenges. Some of these include risk management, claims management in the backdrop of the Covid 19 pandemic, digital innovation etc. These challenges will prompt the relevance of insurance BPO in 2021. In this infographic, we look at the role of BPOs inghe insurance sector this year.

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American Fidelity

American Fidelity is more than an insurance company. We offer benefits strategies to help empower employers to make benefits decisions that help both their organizations and their employees. We serve employers in the education, public sector, automotive and healthcare markets so we can provide specialized benefits recommendations. Many of our competitors offer one-size-fits-all benefits packages and services, but we believe you and your employees deserve a different opinion.

OTHER ARTICLES

6 mistakes small business owners make when filing insurance claims

Article | March 4, 2020

Failing to contact your business insurance provider immediately after an accident, not documenting property damage, and admitting fault for an incident can affect your claim amount or whether you’ll be covered at all. Risk comes in many forms for small businesses. Natural disasters, client injuries, and equipment failure can all impact your bottom line. Commercial insurance is essential to managing a small business’s risks. Your general liability insurance premiums will be well worth it if a visitor sues your business over an injury that occurred at your office.

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How is automation changing the way insurance companies work?

Article | March 4, 2020

Job automation has shaped cultures and economies since before the agricultural revolution, throughout industrial revolutions and into the current digital age. The insurance industry is not immune, with automation and innovation continuing to drive the scope for significant change. Traditional automation has been transformative in automating simple, repeatable tasks in back-end processes. Robotic process automation (RPA) combined with artificial intelligence and machine learning capabilities can be, and are being, used to automate high volume and high frequency tasks that have traditionally required human intervention.

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INSURANCE TECHNOLOGY

Will your insurance IT investments pay off?

Article | March 4, 2020

Automated claims processing, price comparison platforms, mobile bill paying—these are just some of the digital services that insurance customers expect and insurers want to provide. As the demand for digital skyrockets, so does the need for insurers to invest in IT. In the past seven years, the share of IT in total operating costs of property-and-casualty (P&C) insurers increased 22 percent. The rise of digital means technology is no longer a cost center. Rather, it is an asset that, if managed well, can increase growth and profitability. But do these IT investments pay off? As the COVID-19 pandemic exacerbates already increasing cost pressures, insurers’ IT budgets are under scrutiny; they want to see the business impact of their IT investments. Insurers with targeted IT investments achieve better growth and performance Data from McKinsey’s Insurance 360° benchmarking survey provide strong evidence of the positive business impact of targeted IT investments. In fact, insurers that invest more in technology outpace competitors that don’t pursue targeted investments in business measures such as gross written premium (GWP) growth, return to shareholders, and expense and loss ratio (exhibit). As an example, in life insurance, companies that invested more in IT saw a greater reduction in expense ratios (by 2.0 percentage points) and higher returns on technical reserves2 (1.7 percentage points) when compared with insurers with lower IT investments. Insurers achieved these outcomes within three to five years of making their investments. For P&C insurers, those with high IT investments achieved approximately twice the top-line GWP growth of low IT investors. High IT investments also produced a greater reduction in combined ratios when compared with those with low IT investment. Four areas for targeted IT investment So what kinds of technology investments can help insurers achieve growth and improve productivity and performance? Investments in four areas are critical: Marketing and sales: Marketing technology solutions can increase sales and processing efficiency, improve the quality of core customer-facing processes such as policy inquiries and policy applications, and improve customers’ overall experiences. McKinsey’s Insurance 360° benchmarking data show that tech investments in this category can facilitate top-line growth for P&C insurers by up to 20–40 percent; for life insurers, that growth could be 10–25 percent over a three- to five-year period. Underwriting and pricing: Automated underwriting fraud detection can improve the likelihood that insurers correctly identify fraud and set accurate prices. A pricing tool kit that analyzes pricing across competitors and enables a flexible, more segmented market versus technical pricing further improves profit margins. Insurers that deploy these and other product, pricing, and underwriting technologies have seen improvements in their profit margins by 10–15 percent in P&C insurance and 3–5 percent in life insurance. Policy servicing: Workflow automation, artificial intelligence–based decision support, and user experience technologies in policy servicing and within IT can improve the customer self-service experience and automate back-office processes, thus reducing IT and operations expenses. And state-of-the-art self-servicing options will reduce processing times and even improve customer experience. An analysis of programs for large-scale insurance IT modernization finds that insurers that deploy these and other product, pricing, and underwriting technologies have seen improvements in their profit margins by 5–10 percent in P&C insurance and 10–15 percent in life insurance. Claims: P&C insurers can use automated case processing—machine-learning technology trained to process basic claims cases—to segment more complex cases and significantly improve claims accuracy. Combined with better partner integration and steering technologies embedded in a transformation of the claims operating model, such technologies can help P&C insurers improve profit margins by 25–40 percent, according to McKinsey analysis of large-scale IT modernization programs. To realize the full value of IT investments, insurers must strategically allocate their resources and view tech as an asset, not a tool.

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What’s Driving Innovation and Transformation in Insurance?

Article | March 4, 2020

According to Gartner analyst Kimberly Harris-Ferrante, in the report Innovation Insight for Artificial Intelligence in Life and P&C Insurance*, “Adoption and maturity of AI are increasing among insurance early adopters as they test new use cases and technologies. Insurance CIOs can benefit from greater awareness of AI fundamental use cases and the impact of AI to help guide innovation.” At Shift, we couldn’t agree more.

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Spotlight

American Fidelity

American Fidelity is more than an insurance company. We offer benefits strategies to help empower employers to make benefits decisions that help both their organizations and their employees. We serve employers in the education, public sector, automotive and healthcare markets so we can provide specialized benefits recommendations. Many of our competitors offer one-size-fits-all benefits packages and services, but we believe you and your employees deserve a different opinion.

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