Property and Casualty Insurance BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2016

30 Jun 2016


The global P&C insurance BPO market registered more than 11% growth by revenue in 2015, and FTEs serving P&C insurance processes grew by 5%. This was due to

  • Expansion in the scope of contracts beyond transactional work and inclusion of more complex judgment-intensive tasks such as analytics, risk management, actuarial, and regulatory reporting
  • More impactful play of technology and automation as compared to earlier years

The market remains concentrated, with North America and United Kingdom, together accounting for more than 85% of the revenue. Other geographies, such as Asia Pacific and Eastern Europe, have witnessed an increase in contractual activity.

Outlook of buyers and their expectations from service providers have broadened from a cost-reducing entity to an enabler of transformation through technology and innovation. Offerings around handling core processes are table-stakes now, and buyers expect service providers to assist them in expanding their business and getting higher customer mindshare.

Leading service providers are adapting to the evolving demand by increasing investments in domain expertise, technology, and Robotic Process Automation (RPA). Service providers need to take a more consultative approach and try to position themselves as business partners rather than just labor-arbitrage enablers.


Scope and Methodology

In this research, we analyze the global P&C insurance BPO service provider landscape. We focus on:

  • Relative positioning of 18 service providers on Everest Group’s PEAK Matrix for P&C insurance BPO
  • Service provider market success
  • Service provider capability assessment across key dimensions
  • Comments about service providers


This report examines the global P&C insurance BPO market and its service provider landscape. It provides detailed analysis of the capabilities and market performance of service providers and their relative position on the Everest Group PEAK Matrix and will assist key stakeholders (insurance companies, service providers, and technology vendors) understand the current state of the P&C insurance BPO service provider landscape.

  • P&C insurance BPO PEAK Matrix for 2016
    • Leaders: Cognizant, CSC, EXL, Genpact, and WNS
    • Major Contenders: Accenture, Capita, HCL, Infosys, Mphasis, Sutherland Global Services, Syntel, Tata Consultancy Services, and Xerox
    • Aspirants: Capgemini, HCCA HC, Intelenet, and NIIT Technologies
    • Cognizant, CSC, EXL, and Genpact are the “Star Performers” on the Everest Group PEAK Matrix for P&C insurance BPO for 2016
  • Market shares of 18 service providers by
    • Revenue
    • Number of clients
    • Geography (signing region)
    • Processes managed in P&C insurance
  • Revenue growth for service providers
  • Strengths and areas of improvement for the service providers

Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.


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