Outsourcing is a hot topic in the industry, so Claims recently discussed the issue with Sumpraxis, a firm that helps companies identify business processes that can be outsourced to their benefit.
What are some insurance industry processes — specifically related to the property/casualty sector — that you see as benefiting from being outsourced and why?
Essentially, any repetitive offline activity that can be tied to a rules engine can benefit from outsourcing. Two areas come to mind. The first is claim quality assurance and validation. Once a claim has been brought in, an offshore team can check it against the carrier's database to determine authenticity, customer status, and compliance with the customer's policy. The external team also can create summary documents pointing out discrepancies or analyzing the facts of the case, check the claim against the surveillance report, and so on.
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