Case Studies

Case studies analyze real-life healthcare & insurance process outsourcing engagements, drawing on examples from the healthcare and insurance sectors to assist you in learning from the experience of your peers.

Case studies assist you in learning from the sourcing experience of your peers. They identify:

  • The business challenge faced by the organization in question and why they perceived healthcare or insurance process outsourcing to be an appropriate response
  • The scope and form of healthcare or insurance process outsourcing chosen
  • The procurement process used and identification of procurement innovations and best practice
  • The transition path adopted
  • Quantification of changes in KPIs, including changes in cost and process performance achieved
  • Key lessons learned. that can be applied to future procurement exercises.

Browse Healthcare & Insurance case studies

  • BPO Contract Termination

    May 2007 | case study by Rachael Stormonth

    Provides best practice guidelines for BPO contract terminations.

    The guidelines cover:

    • Reasons for contract termination planning
    • BPO contract termination frameworks
    • Categories of termination
    • Common termination requirements
    • Recommendations.

  • Old Mutual Financial Network

    November 2005 | case study by Rachael Stormonth

    Analyzes the life policy BPO contract between TAG, now owned by Perot Systems, and Old Mutual Financial Network.

  • Abbey Life - Policy Administration Services

    August 2005 | case study by John Willmott

    NelsonHall has published an updated case study covering Abbey Life's outsourcing of its policy administration services to UISL.

    The updated case study provides an update on the change in metrics achieved in recent years together with details of Abbey Life's contract governance structure.

  • Sun Life Financial of Canada

    July 2004 | case study by Paul Connolly

    This case study describes the outsourcing of its life policy services by Sun Life Financial of Canada to Marlborough Stirling.

    The case study identifies:

    • The business challenges faced by SLFoC
    • The options evaluated
    • The impact of BPO on policy services productivity and customer service levels.

  • Swiss RE - Life Policy Services Administration

    March 2004 | case study by Paul Connolly

    This BPO case study analyzes Swiss Re's relationship with CSC regarding the acquisition and management of closed blocks of life policies.

Upcoming Healthcare & Insurance case studies

Healthcare & Insurance BPO case studies

NelsonHall is currently interested in developing detailed and quantified case studies for healthacre and insurance companies that have undertaken industry-specific business process outsourcing. If you have experience of undertaking healthcare or insurance BPO, then please contact Charles.

Charles can assist you with queries related to healthcare and insurance processes and in particular in supporting queries relating to the content shown within this program.

To obtain advice from Charles:

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Healthcare & Insurance Contracts Database

Track the patterns of healthcare & insurance process outsourcing service adoption by monitoring contract awards by your peers. Identify who are the successful healthcare & insurance process outsourcing vendors now. Updated monthly - last update October 4, 2010.

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