Gartner Research

Competitive Landscape: Insurance BPO, 2014

Published: 17 November 2014

ID: G00270392

Analyst(s): Derry Finkeldey , Cathy Tornbohm


Delineation between ITO and BPO fades as IT becomes the business. Industry practice leads must review, as a matter of urgency, their operating model for the industry. Specialist providers of insurance-only BPO must expand, acquire or partner in order to dominate the future market.

Table Of Contents


  • Competitive Situation and Trends
    • Insurance-Specific Processes Lead Growth
    • Customer Management Is an Increasingly Important Capability
    • Demand Grows for Variable Pricing Models
  • Market Players
    • Broad Industry Coverage Prevails Over Specialization
    • Competitors
  • The Future of Competition
    • Insurers Need Their Providers to Help Them Become Innovators
    • The Market Demands Choice
    • Know the End-User Customer and Know Thyself
  • Competitive Profiles
    • Accenture
    • EXL
    • Cognizant
    • Tata Consultancy Services (TCS)
    • Genpact
  • References and Methodology

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