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May 28, 2007

Quality and Service Will Suffer With Outsourcing

Analysis of: Insurance Outsourcing Focuses on India | www.insurancejournal.com
This analysis is solely the work of the author. It has not been edited or endorsed by GLG.
Analysis By:
Michael Berman
Assistant Vice President, AON Consulting & Insurance Services
Implications: Outsourcing won't work well until the Indian outsourcing firms develop the core competencies of key insurance operations.  

Analysis:  I agree that some insurance operations appear that they could be outsourced; however, I don't think that any outsourcing firms are going to perform most functions without "missing a beat".

For example, medical claims processing could potentially be outsourced but inevitably there will be quality problems that could cause service issues with customers, providers, etc.

Word can travel quickly in the broker/consultant community. If an insurer trys to outsource and has customer service issues because the outsourcing firm does not have enough experience. it would hurt the reputation of the insurance company.

Other Analyses of the Same Source Article:
To Outsource or Not To Outsource...Insurance Providers Are No Exception
May 30, 2007, Author: Todd Antonelli, Founder and President, Antonelli & Company
outsourcing - is it cost effective???
May 29, 2007, Author: Bilyana Savic, President, Insurance Insights

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