Insurance

Insurance services

BUSINESS PROCESSING

We offer insurance organisations the opportunity to remove complexity across a full range of business processes. By unburdening themselves of back office functions which support their operation but are essentially peripheral to their vision and mission, we give these customers time and efficiency to focus on what they do best. The result is more flexibility and greater efficiency in the face of formidable challenges. Customers in this sector already trust us with claims and policy administration for underwriting and broking as well as processing workers’ compensation in relevant geographies. When required, we can also process payroll, learning and development, recruitment, and HR administration as well as offshoring services which can deliver advantages including speed to market, back office transformation, on-demand business, improved customer service and cost optimisation.

TECHNOLOGY

We offer extensive technology capabilities across a variety of industry sectors. By using technology to make systems and processes work more easily in the business, we can give insurance executives the freedom to work more strategically on the business. On the wider stage, our infrastructure team supports customers’ growth with cost effective, scalable and rapidly-deployed solutions. We also design, build and run the software that supports a range of business processing solutions. We embed our intellectual property (IP) to create a solution faster and more cost-effectively than our customers can themselves. We can also provide customers with Total IT Outsourcing (ITO) solutions – a single point of supply for an end-to-end managed service.

PROCUREMENT

We are experts in supporting procurement professionals with services including sourcing, spend management, procure to pay (P2P), system management and software solutions. We actively engage with the procurement community across industry sectors and look to provide thought leadership and develop strategies for creating added value procurement.


INDUSTRY OVERVIEW

According to Richard Clark1 of Xchanging, the insurance industry was shaped by five major technology trends in 2012 – trends which look set to continue throughout 2013. These trends emerged against an economic backdrop which remains far from benign and within an industry where the balance between risk and reward is always uncertain. Insurers are looking to redefine what constitutes best practice and, understandably, learn the lessons of the turmoil which has engulfed some of the very biggest players in the industry - as evidenced through Aviva’s ongoing disposal programme2.

The industry’s technology trends reflect these wider concerns:

  • Best-of-breed software solutions are pulling ahead of end-to-end packages as insurance organisations work to target and solve specific challenges.
  • Companies are looking to gain advantage through automation and standardisation for front of office underwriting. This minimises data duplication, eases the transition from quote to post-bind and helps to control exposure when dealing with multiple channels to market.
  • There is a renewed focus on the customer. Insurance organisations are using technology solutions like those outlined above to create integrated systems that put customers back where they belong at the centre of the business rather than adopting a fragmented view across a number of lines of business.
  • There is a renewed emphasis on refreshing legacy systems in order to minimise risk and maximise the potential for growth and regulatory compliance.
  • There is widespread awareness of the significance of mobile computing as insurance organisations invest in apps, tablets and mobile devices that can deliver their insurance software suites and boost the productivity of their workers. These devices also represent an increasingly significant channel to market with the number of smartphone users in the UK alone forecast to more than double between 2012 and 2016, from 19.2 million to 41.9 million3.

Of course, technology is only one aspect of how any industry operates and develops.

But for the insurance industry in 2013 it could prove to be a real game-changer as they address issues ranging from regulatory compliance to the economy to the need to stimulate savings rates.

Business Issues

According to Richard Clark of Xchanging, the insurance industry was shaped by five major technology trends in 2012 – trends which look set to continue throughout 2013.

These trends emerged against an economic backdrop which remains far from benign and within an industry where the balance between risk and reward is always uncertain.

The industry has remained robust and proactive in the face of such adversity with an innovative approach to product development and a sustained commitment to dealing with the effects of climate change.

On the product innovation front, an example is Catastrophe Bonds (cat bonds) - a form of insurance securitisation that allows risk to be spread to investors rather than insurers. Cat bonds provide protection for the insurer’s balance sheet if a payout needs to be made and also give policyholders confidence that they are protected. If a catastrophe occurs, bondholders lose their money – because it is paid to policyholders.

Disasters such as Hurricane Irene triggered a flurry in the trading of these securities, reflecting their growing usefulness across international insurance markets1.

Insurance companies have also shown similar proactivity in addressing the risk of global climate change which may exacerbate or cause such natural catastrophes. High profile initiatives have included the formation of ClimateWise in 2007 and the role of senior insurance industry figures in liaising with governments around the world2.

Whilst it may have been buffeted by natural disasters, the insurance industry has at least remained relatively sheltered from the other storm currently sweeping the world: the global financial crisis.

Although part of the financial services sector, insurance has remained relatively demarcated from international financial institutions and markets.

In P&C insurance, whilst falling incomes amongst consumers may represent a threat to revenues, insurers in this sector had already developed a focus on data warehousing and business intelligence. Analysis and profiling is helping them to optimise risk management and automate compliance as well as offering consumers more personalised policy options in order to gain a competitive edge.

Of course, insurance companies invest in equities, bonds and capital markets and the giant American International Group (AIG) suffered its own massive losses that necessitated a Government bailout.

But across the industry as a whole, exposure to the type of asset-backed securities that turned toxic with the failure of the American sub-prime market has been limited compared to that faced, for example, by the banks.

There are nonetheless other shared financial services challenges which insurance companies have not and will not be able to avoid.

Principal among which is the burden of regulation.

The Solvency II Directive for insurance and reinsurance companies is scheduled to come into force on December 31st 2012. Complying with this and a raft of similar legislation will necessitate additional investment in areas such as technology and will certainly tie up management time that could otherwise be put to productive use. Failure to comply also represents a heavy risk in both financial terms and loss of reputation.

In addition, insurance companies may experience severe downward pressures on their future growth and profitability caused by the increased capital holdings which new legislation obliges them to put in place.

INNOVATION IN P&C: ONLINE OPPORTUNITIES
The volume of quotes for P&C insurance generated online continues to grow exponentially. Intense competition may be driving incomes down – but it is also making insurers more creative in the way they tailor policies and use the Internet as a channel to market3.

 

Case studies

Lockton - Delivering agility in a dynamic market
Insurance Software
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Lockton - Delivering agility in a dynamic market

Insurance Software

CHALLENGE

Help a leading provider of ancillary medical services focus on strategic business growth without having to endure the pain of managing non-core back-end processes.

 

SOLUTION

01 Xchanging worked with client to identify opportunity areas for process transformation to drive efficiencies and business value creation

02 Leveraging a combination of process re-engineering and a balanced global delivery model, Xchanging was able to deliver significant cost savings to the client

 

RESULTS

1 From a non-standardised operation to a process with defined timelines

2 Cost-per-invoice reduction from UK£2.5 to UK£1.2

3 Productivity gains of 116%

Delivered productivity gains of
116%

Howden - Transforming manual tasks to gain agility and advantage
Insurance Software
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Howden - Transforming manual tasks to gain agility and advantage

Insurance Software

CHALLENGE

Howden was manually producing, printing and posting a vast number of client statements, which was a time consuming task. Howden’s management team also required more accurate and up-to-date reporting.

SOLUTION

  • eStatements enables Howden to automate the preparation and distribution of client statements.
  • SID Reporting Tool provides the ability for Howden to extract critical information from a central SQL database, and produce tailored reporting for its management team.

RESULTS

  • People without an IT technical background can accurately access and provide up to date information as and when required.
  • eStatements has enabled Howden to save money on postage and stationery, whilst also reducing technician workload.
  • Push button, real-time data giving management teams a clear and accurate status update upon which to make decisions.

“We can see that Xuber is committed to keeping its product up to date and relevant, which is important to us.” 

Jackie Hobbs, Business Process & Systems Implementation Manage, Howden.

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