Best Insurance BPO for P&C: How to Evaluate
Everyone claims “insurance expertise.” This buyer’s guide makes vendor evaluation objective with a weighted scorecard you can reuse.
The Five Pillars of a Great BPO Partner
- Domain Coverage: personal/commercial lines, specialty, wholesale, MGA, broker.
- Process Rigor: documented playbooks, QC gates, exception handling.
- SLA Discipline: inbox‑to‑touch, quote cycle, endorsement TAT, accuracy.
- Security & Compliance: access controls, audit logs, data residency.
- Automation Stack: email triage, OCR/LLM extraction, RPA/API integrations.
Weighted Vendor Scorecard
| Pillar | Weight | Vendor A | Vendor B | Vendor C |
| Domain coverage by role/LOB | 20% | |||
| Playbooks + QC + exception mgmt | 20% | |||
| SLAs/TAT + surge capacity | 20% | |||
| Security/compliance posture | 20% | |||
| Automation & integrations | 20% |
References & Pilot Design
- Ask for references in your exact LOB/channel.
- Run a 4-6 week pilot with 2-3 high‑volume workflows; measure TAT and accuracy.
FAQs
What KPIs matter most in BPO selection?
Inbox-to-touch time, quote cycle time, endorsement TAT, and field-level accuracy. Also evaluate surge capacity and security posture.
How long should a pilot run?
Typically 4-6 weeks across 2-3 workflows to capture seasonality and stabilize playbooks before scale-up.
