Give Feedback
Showing 147 results
  • Thematic Report

    June 30, 2025
    Customer Experience (CX) has emerged as a key differentiator for insurers facing rising customer expectations, intensified competition from InsurTechs, and tighter regulatory scrutiny. To build lasting value and loyalty, leading insurers across both Life and Annuities (L&A) and Property and Casualty (P&C) lines are transforming their operations around personalized, empathetic, and seamlessly orchestrated customer journeys. By delivering consistent, emotionally intelligent, and real-time engagement across key touchpoints, such as onboarding, claims, renewals, and servicing, insurers are not only elevating satisfaction but also unlocking greater agility and long-term growth. This report outlines how insurers are embracing intelligent journey design, embedded AI, and digitally enabled BPS partnerships to elevate CX delivery. It details key transformation imperatives including agentic AI, outcome-linked service models, and front-to-back office integration.
  • Viewpoint

    June 17, 2025
    Insurers today are navigating growing economic pressures, increasing regulatory complexities, and rapidly evolving customer expectations. In response, they are reimagining their approach to outsourcing by shifting the focus from cost savings to agility, innovation, and strategic alignment. Insurance BPS providers are adapting by embedding AI and machine learning, intelligent automation, and advanced analytics across core processes such as product development, underwriting, claims, and policy servicing. They are also integrating more closely with client ecosystems while adopting outcome-based pricing, risk-sharing arrangements, and workforce reskilling to deliver tangible business impact. This report explores the ongoing transformation of insurance BPS from a transactional support function into a strategic growth driver and digital enabler. It highlights emerging outsourcing opportunities across processes such as new product development and distribution, underwriting, and claims processing. Additionally, it offers a framework for insurers to reassess their sourcing strategies, define evaluation criteria, and build more resilient and future-ready operations through deeper, more collaborative partnerships. Scope Industry: insurance Geographies: global Service: insurance BPS Content This report provides insights into: Strategic decision-making criteria for outsourcing processes traditionally managed in house External factors prompting reevaluation of BPS strategies, including regulatory changes, economic headwinds, and workforce shifts Emerging outsourcing areas across Level 2 insurance value chain processes, including new product development and actuarial services, underwriting, claims processing Opportunities for insurers to align operations with digital innovation, compliance, and customer experience imperatives Providers’ evolving role as transformation enablers through technology integration, domain expertise, and ecosystem partnerships Memberships Insurance Business Process Sourcing and Vendor Management
  • State of the Market

    June 11, 2025
    Life and Annuities (L&A) carriers are navigating a complex landscape shaped by changing demographics, evolving customer expectations, and mounting regulatory and cost pressures. This report presents a comprehensive view of how carriers are responding by investing in product and process innovation, digital modernization, and strategic outsourcing. Key focus areas include group benefits, annuities, and retirement insurance segments, where demand is rising due to workforce trends and interest rate shifts. Carriers are adopting AI and generative AI to improve underwriting, personalize services, and reduce cycle times, while also redesigning benefits to support wellness and workforce retention. The report explores how sourcing strategies are evolving, with carriers favoring flexible engagement models such as BPaaS and platform-based deals. Increased outsourcing to manage closed blocks and support transformation initiatives across group L&A products is driving growth. Regional outlooks emphasize market maturity in North America, regulatory innovation in the UK/EU, and expanding demand in APAC. With technology at the core of customer experience and compliance, carriers are seeking providers that can deliver both domain expertise and next-generation capabilities. Scope Geography: global Industry: L&A insurance Business Process Services (BPS) market Service: BPS Contents The report outlines: Broader L&A insurance market trends and growth segment Enterprise priorities, sourcing strategies, and outsourcing models Group life insurance innovation and convergence with wellness benefits Provider performance and buyer expectations L&A insurance BPS market dynamics, deal characteristics, and regional adoption patterns
  • Viewpoint

    May 12, 2025
    Reinsurers today face mounting pressures – from increasingly severe catastrophes and regulatory demands to legacy systems that impede speed and accuracy. Traditional systems of record and engagement are no longer sufficient, as they merely store and display data without enabling action. Insurance core technology and surround systems often plateau at generating dashboards that still depend on someone to act. Reinsurance enterprises today have no shortage of insights but a scarcity of human and AI agents and a system capable of executing on them. SoA fill this gap by ingesting data, applying AI-driven analytics, and autonomously initiating decisions across the value chain. The report outlines how SoA can fundamentally reshape core reinsurance functions such as catastrophe modeling, underwriting, contract administration, technical accounting, and claims management. By embedding SoA, reinsurers can move from manual, reactive processes to intelligent, real-time operations. Benefits include faster decision-making, reduced costs, improved claims accuracy, and enhanced risk responsiveness. In addition to outlining technology and operational changes, the report emphasizes the strategic role of CIOs and COOs in driving SoA adoption. It urges leadership to align stakeholders around business outcomes, invest in data readiness, manage organizational change, and maintain a focus on measurable value. A future-state reinsurer enabled by SoA is envisioned as agile, intelligent, and resilient; capable of adapting instantly to risk events and market shifts. Everest Group concludes that embracing SoA is no longer optional; it is a strategic imperative for reinsurers looking to lead in an increasingly complex and competitive environment. Scope Industry: reinsurance Geography: global Contents In this report, we discuss: What SoA are Functional transformation through SoA within reinsurance Implementation roadmap for SoA within reinsurance Strategic considerations for CIOs and COOs
  • Viewpoint

    May 05, 2025
    The insurance industry is transforming from a traditionally conservative landscape to a tech-savvy, customer-centric ecosystem. This Viewpoint explores how insurers are embracing next-generation technologies, including AI, automation, and generative AI, to modernize their operations. It delves into key aspects such as regulatory compliance, third-party providers’ growing role in driving business outcomes, and the industry's transition from a digital laggard to a forward-thinking, innovation-driven environment. In response to evolving customer demands, insurers are prioritizing digital transformation to deliver superior customer experiences. To unlock long-term value, insurers must improve member engagement, leverage AI technologies, and form strategic partnerships. This Viewpoint offers actionable insights to help insurers navigate this shift, enhance their member experiences, and build more agile, AI-enabled ecosystems. Scope All industries and geographies Contents In this report, we examine: A new era in insurance supported by AI and automation leading to insurers’ digital transformation Stringent regulatory compliance in the insurance industry and strategies insurers employ to stay compliant Role of third-party providers in achieving business outcomes The insurance industry’s transition from a digital laggard to an evolving, tech-first landscape

  • April 09, 2025
    In today’s dynamic talent market, organizations must actively monitor key roles and skills, both in-demand and emerging, to enable strategic workforce planning. Higher demand may indicate more significant competition for talent or a higher risk of attrition, making it vital to analyze talent demand trends to anticipate external competition and identify leading industries for talent acquisition. Everest Group’s half-yearly report offers insights into monthly IT services talent demand trends across India, highlighting top industries, roles, and skills based on H2 2024 demand. Leveraging data from our Talent Genius™ tool, this report comprehensively analyzes the current talent market, empowering organizations to stay competitive, plan for future workforce needs, and make informed talent acquisition decisions. Scope Industry: IT services Geography: India Contents In this report, we analyze talent demand trends in India's IT services sector on a national scale. Additionally, we provide detailed profiles of 15 major Tier-1 and Tier-2 cities, offering insights into talent demand trends, top industries, key roles, and essential skills in each location.
  • Tech Launch Perspective

    March 13, 2025
    Life and Annuity (L&A) insurers heavily rely on legacy core systems due to several modernization challenges, such as complex long-term financial contracts, heavily customized underwriting, risk, and servicing systems, regulatory compliance, and the high cost and risk of migrating decades of data and policies without loss. DXC Technology has long been a dominant player in the insurance technology space, with one of the largest install bases in the industry. However, its legacy systems have struggled to meet evolving market demands. In response, DXC has embarked on a transformative journey, leading to the launch of Assure Life+, announced at the Insurance Connect Executive Forum 2025 in Charleston, South Carolina. As the industry seeks viable modernization solutions, this report covers the launch of DXC’s Assure Life+ SaaS platform and how it offers one such potential pathway. The report explores key barriers to digital transformation and whether DXC’s new product can help L&A insurers close the technology gaps. Scope Industry: life and annuity insurance Geography: global Contents In this report, we examine: Life insurance technology: key enterprise issues and objectives DXC’s current positioning when it comes to enterprise technology adoption drivers and inhibitors DXC’s announcement at the Insurance Connect Executive Forum 2025 for Assure Life+, Assure BPM, and Assure platforms Membership(s) Insurance Information Technology Insurance Business Process Sourcing and Vendor Management
  • Provider Compendium

    Feb. 28, 2025
    The global Life and Annuities (L&A) insurance industry is significantly transforming as insurers navigate evolving customer expectations, regulatory pressures, and macroeconomic uncertainties. Legacy systems continue to hinder agility and innovation, posing challenges to operational efficiency. However, there is a growing recognition of the need for digitalization to streamline operations, enhance customer experience, and remain competitive in a rapidly changing market. Given the situation, providers are at the forefront of addressing these challenges, catering to a broad spectrum of L&A insurance needs, spanning product categories such as life, annuities, retirement, and group benefits. They are moving beyond cost-focused outsourcing to value-driven, transformative solutions driven by the growing adoption of BPaaS and Third-party Administrator (TPA) models. Strategic partnerships with InsurTechs, AI advancements, and talent investments are enabling them to deliver more impactful and innovative solutions to the L&A insurance industry. Life and Annuities (L&A) Insurance BPS and Third-Party Administrator (TPA) Service Provider Compendium 2025 provides accurate, comprehensive, and fact-based snapshots of 24 L&A insurance BPS/TPA providers. Each profile offers a comprehensive picture of the provider’s services suite, scale of operations, recent developments and investments, technology solutions, and delivery locations. The report also provides insights on the global L&A insurance BPS/TPA provider landscape. Scope Industry: Life & Annuities (L&A) insurance Geography: Global Contents In this report, we feature 24 L&A insurance BPS/TPA service provider profiles and include: L&A insurance service suite and scale of operations: key leaders, services suite, FTEs, and recent developments and investments L&A insurance client portfolio: major clients and recently announced contracts, along with L&A insurance revenue split by geography and buyer size and FTE split by process and delivery location Global L&A insurance delivery locations: details of key delivery locations worldwide L&A insurance technology solutions/tools: brief descriptions of key technology solutions Membership(s) Insurance Business Process Sourcing and Vendor Management
  • PEAK Matrix®

    Feb. 04, 2025
    The global Life and Annuities (L&A) insurance industry is significantly transforming as insurers navigate evolving customer expectations, regulatory pressures, and macroeconomic uncertainties. Legacy systems continue to hinder agility and innovation, posing challenges to operational efficiency. However, there is a growing recognition of the need for digitalization to streamline operations, enhance customer experience, and remain competitive in a rapidly changing market. Given the situation, providers are at the forefront of addressing these challenges, catering to a broad spectrum of L&A insurance needs, spanning product categories such as life, annuities, retirement, and group benefits. They are moving beyond cost-focused outsourcing to value-driven, transformative solutions driven by the growing adoption of BPaaS and Third-party Administrator (TPA) models. Strategic partnerships with InsurTechs, AI advancements, and talent investments are enabling them to deliver more impactful and innovative solutions to the L&A insurance industry. In this report, we assess 24 L&A insurance Business Process Services (BPS) TPA providers and position them on Everest Group’s PEAK Matrix® framework as Leaders, Major Contenders, and Aspirants. Each provider profile provides a comprehensive picture of its vision, delivery capabilities, market success, and key strengths and limitations. The report also examines the global L&A insurance BPS and TPA services market and its provider landscape. The study will help key stakeholders, such as insurance enterprises and service and technology providers, understand the current state of the L&A insurance BPS/TPA market. Scope Industry: L&A insurance BPA/TPA Geography: global In this report, we only cover vertical-specific L&A operations and have omitted horizontal business processes, such as finance and accounting, HR, procurement, and contact centers Contents This report features 24 L&A service provider profiles and includes: Providers’ relative positioning on Everest Group’s PEAK Matrix® for L&A insurance BPS and TPA Providers’ market impact Evaluation of providers’ vision and capabilities across key dimensions Membership(s) Insurance Business Process Sourcing and Vendor Management
  • Thematic Report

    Dec. 31, 2024
    London insurance market faces an increasingly complex global environment. Known for managing intricate risks through a network of syndicates and brokers, Lloyd’s has insured everything – from traditional property risks to emerging threats such as cyber risks. However, global risks’ interconnected nature demands a more agile and responsive market, especially as rising customer expectations and geopolitical tensions push Lloyd’s to a pivotal moment where innovation is essential. In this viewpoint, we outline London insurance market’s strategic priorities, key segments such as property, casualty, and specialty insurance, blueprint model’s role in driving digital transformation, and outlook for insurance enterprises. Scope Industry: insurance Geography: UK Service: insurance BPS Contents In this study, we examine: Product overview in the London insurance market The digital transformation journey Key services offered, strategic collaborations, and value delivery opportunities for providers Focus areas for 2025 and regulatory landscape Memberships Insurance Business Process Sourcing and Vendor Management