While technology and automation have allowed insurance companies to improve operational efficiencies and compete better, there are still tremendous pressures on insurance firms to innovate and create competitive advantages. Looking across the insurance value chain elements, there are tremendous opportunities for insurance companies to adopt business process outsourcing (BPO) to drive improvements in their business operations. Some of these areas include:

• Increasing the speed of new products to market
• Streamlining the new business workflow processes
• Integrating multiple customer contact channels
• Shortening cycles for claims processing
• Converting marketing inquiries into closed sales
• Improving customer service resolution rates
• Reducing overall administrative costs

Sales and Distribution

Sutherland will build a dedicated licensed Inside Sales team to sell your products directly to customers, handling the initial customer contact, quoting, closing and processing the transaction. We utilize a web-based License Administration system to manage our telesales agents’ licensing appointments, coursework and testing requirements and schedules. If you are looking for lead generation or direct response management, we can run a non-licensed telemarketing operation that integrates with your various direct marketing programs.

Underwriting

Sutherland’s Underwriting services allow insurance writers to offload the time-consuming and labor-intensive tasks associated with the Underwriting process. Sutherland will build and manage a customized operation to support your Underwriting department, incorporating outbound and inbound call management, data entry and verification, and document management.

Customer Service

Leveraging a rock-solid telecommunications network and technology infrastructure that we have invested in during our 19 years as a contact center outsourcing company, Sutherland builds and runs Customer Service operations for companies in the insurance industry. Sutherland provides multi-lingual support to consumers over telephone, as well as via email and web chat.

Claims Management/FNOL

Sutherland’s Claims/First Notice of Loss service helps insurance companies improve their overall claims-handling process and service levels by providing an alternative to in-house FNOL management. Our expertise and proficiency in managing customer-facing operations allows our clients to maintain control over the back-end claims processing tasks, while we handle the front-end customer interaction processes. Sutherland can handle your entire FNOL needs, after-hours coverage or FNOL for low dollar-value claims.