Case Studies

Case studies analyze real-life insurance process outsourcing engagements, drawing on examples from the insurance sector 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 banking process outsourcing to be an appropriate response
  • The scope and form of banking 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 Insurance case studies

  • Abbey Life - Life & Pensions BPO

    November 2002 | case study by Paul Connolly

    NelsonHall has published a BPO case study for Abbey Life illustrating the issues, and benefits that can be achieved, from outsourcing life and pensions administration services.

    This case study identifies:

    • The business challenges faced by Abbey Life
    • The sourcing options considered by Abbey Life
    • Abbey Life's use of cost modelling to identify likely costs and then negotiate a combination of cost reduction and service improvement
    • The changes in service levels actually achieved through adoption of BPO.

    This case study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

  • 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.

  • BPO Expectation vs. Reality

    December 2002 | case study by John Willmott

    This is a presentation given by NelsonHall at a BPO Conference in December 2002 to illustrate what can be achieved "in reality" through use of Business Process Outsourcing".

    This presentation is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service.

    To order, please download the following:

  • Key Lessons in BPO Procurement

    December 2002 | case study by Paul Connolly

    "Key Lessons in BPO Procurement" is an analysis of successful user BPO procurement behaviour. The study is based on case studies of BPO procurement, including the BBC's procurement of licence collection services and Abbey Life's procurement of life & pensions policy administration services.

    The study provides objective advice and examples of real-life case studies, covering: - Selecting a Sourcing Approach - Selecting a BPO Vendor - Negotiating a BPO Contract - Making the Transition to BPO. The study is available both within NelsonHall's BPO & Outsourcing service or as a stand-alone report. This study is published within Package 1 of NelsonHall's BPO & Outsourcing subscription service. To order, please download the following:

  • Lincoln Financial Group - Life & Pensions BPO

    January 2004 | case study by Paul Connolly

    This case study describes Lincoln Financial Group's life & pensions administration services contract with Capita.

    It provides metrics showing the level of improvement achieved in service metrics, including the change in number of policies processed per head and call center related metrics.

Upcoming Insurance case studies

Life insurance BPO case studies

NelsonHall is currently interested in developing detailed and quantified case studies for life, annuities, and pensions companies that have undertaken policy management services, new business process outsourcing, or other forms of industry-specific business process outsourcing. If you have experience of undertaking life insurance BPO, then please contact Charles.

Charles can assist you with queries related to 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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Insurance Contracts Database

Track the pattern of insurance process outsourcing service adoption by monitoring contract awards by your peers. Identify who are the successful insurance process outsourcing vendors now. Updated monthly - last update August 5, 2008.

In order to download the Contract Database you need to be a client for this program. Please login or contact NelsonHall about this program.