With you, every step of every Customer Journey

First, the level of experience of the provider is critical to a collaborative and successful engagement, which comes with domain expertise and a deep understanding of the trends and the marketplace. Second, the type of process controls the outsourcing partner has in place where the service provider must possess certifications such as ISO/IEC 27001 , ISO 22301, ISO 9001, etc. that ensure it is following the most stringent checks with regards to information security, business continuity, and quality management.

As the global pandemic showed us, business transformation is as relevant to insurance operations as it is to nearly every kind of business today. For example, a transformation action involving the transition of services to a new global outsourcing team - including contractual clauses that mandate the change - makes the journey faster and more effective. As compared to legacy teams that are used to the traditional system of work, the newly assigned team would have a higher acceptance of changes, and it would be invested in the continued success of their client for the future of the engagement.

The pandemic has shown the way to the whole world on how hybrid operations are possible. In the insurance world, stronger controls - both technology-based as well as contractual - have resulted in massive outsourcing deals by insurance services around the globe that were more effective and inclusive of human needs, irrespective of whether this was for an in-house team or an outsourced one. Choosing the right partner organization that has a robust delivery method and follows stringent security, BCP, and quality and control standards become critical to design to implement seamless, cost-effective hybrid operations.