Patra Insurance Insights

Overcoming the Challenges Associated with Selecting an Insurance BPO Provider

Sep 23, 2019 3:00:54 PM / by Patra Corporation

When deciding on tactics to help your insurance business grow, you might consider business process outsourcing. Working with an external partner for insurance BPO services can help your team work more smoothly and efficiently, reduce internal inefficiencies, and open your team’s agenda to focus on value-driven work. However, you might encounter some objections to outsourcing insurance services that make it difficult to choose the right partner for your business. Knowing what those challenges might be helps you know what questions to ask and what to look for when selecting a BPO partner.

Employee Buy-In

Your employees might be alarmed by a decision to work with a BPO partner. The idea of outsourcing can be intimidating, and employees might worry that the level of service they offer to their clients will be compromised or worry about their long-term job security.

It’s important to remind your team that insurance BPO services aren’t the same as traditional outsourcing. By outsourcing workflows and processes, you and your team will be able to extend your capabilities with a dedicated partner. Business process outsourcing impacts your team’s day-to-day by freeing them up to focus on selling, servicing large accounts, and strategically building your business.

Integration into Processes

When you choose to begin outsourcing insurance services, you want to make sure that there’s no interruption to the level of service your customers receive or your existing workflows. Begin by auditing your internal processes, determining where inefficiencies are happening, and identifying areas where a BPO partner can help.

A good BPO partner will work directly with your operations team to ensure a seamless transition whether you’re working to move over processing capabilities or looking to completely transfer a full book of small accounts. A truly great partner for insurance BPO services will have specialized process and workflow experts who work with you and your team to ensure that all policy checking, certificate issuing, account management, and renewals are handled in a way that makes sense for your individual business needs.

Value

Ensuring that your dollars are spent wisely is crucial in any business, and insurance is no exception. Cancellations, policy changes, and claims payouts can be costly. Business process outsourcing not only helps free up your internal team for important revenue generating work, but also can help reduce inefficiency and reduce time spent internally on administrative tasks.

A truly competitive BPO partner will work hard to ensure that you’re not just paying an hourly invoice, but that the dollars you spend are always working for you. When selecting a BPO partner, look out for hourly minimums, full-time equivalent requirements, or other fees that don’t work toward delivering your business value. Look for more scalable, sustainable solutions that develop custom plans tailored to your needs.

Cultural Fit

Knowing how insurance BPO services fit in with your company is not only important from a logistical and process perspective, but also from a cultural one. You’ve cultivated a certain level of service and collaboration across your internal team. Outsourcing insurance services to an external partner can be a tough choice when you consider the potential to disrupt the culture you’ve worked so hard to create.

A good insurance BPO partner will take the time to understand your company culture, branding, and service expectations and use them as guiding principles to inform your outsourcing agreement. A truly great partner will ensure that all communications, whether digital, verbal, or printed mail, are branded to your company standards so your customers don’t experience any confusion or detect any changes to the service to which they’re accustomed.

At Patra, we’re dedicated to creating growth and efficiency for each of our partners to maximize their potential. With a global team working under a unified vision, Patra is an industry leader for insurance BPO services. We offer a full suite of insurance processing services and proudly work with brokers, wholesalers, MGAs, and carriers of all sizes to power insurance business growth.



Patra Corporation

Written by Patra Corporation

Patra powers insurance processes by leveraging people and technology, supporting insurance organizations as they sell, deliver and manage policies and customers. Patra’s team of global experts allow brokers, MGAs, wholesalers and carriers to capture the Patra Advantage – profitable growth and organizational value. This is accomplished through the deployment of Patra’s proprietary Insurance Process Delivery System – an integrated portfolio of outsourced services, insurance specific workflows and technology.

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