Insurance Outsourcing Companies: 10 Questions to Ask
Generic BPOs struggle in insurance. These 10 questions quickly reveal who understands P&C operations-and who doesn’t.
The 10 Questions
- Which roles do you specialize in (carrier/MGA/broker/TPA)?
- Which lines do you cover (commercial, specialty, personal)?
- Show me your submission → bind playbook.
- How do you gate appetite and clearance?
- What are your SLAs (touch time, quote cycle, endorsement TAT)?
- What are your QC gates and error taxonomy?
- How do you secure payments/commissions ops?
- What’s your surge coverage plan?
- Which systems have you integrated (PAS, rating, CRM)?
- Can we run a time‑boxed pilot first?
Contracting Cheatsheet
- Authority boundaries; data retention; audit rights; exit plan.
- KPI baselines, go‑live gates, and improvement ladders.
FAQs
Why do generic BPOs fail in insurance?
Insurance requires line-of-business nuance, authority controls, and audited workflows. Generic BPOs often lack playbooks and QC suited to P&C.
Can we outsource only part of the value chain?
Yes-start with submissions or servicing, then expand to billing/commissions and FNOL as SLAs stabilize.
