Insurance Business Process Outsourcing: A Global View

by Catherine Stagg-Macey,  Michael Fitzgerald, March 19, 2009
Operations/ Benchmarking
Global, Asia-Pacific, EMEA, Latin America, North America


London, United Kingdom 19 March 2009

Insurance Business Process Outsourcing: A Global View

While North America and Europe will continue to make up a large part of the global BPO revenue stream, there are signs of growing interest in other regions.

In a new report, Insurance Business Process Outsourcing: A Global View, Celent reviews the activity in recent years in this market and examines trends through a detailed analysis of deals and provider interviews.

Celent estimates the global insurance BPO market for core insurance processes at US$5.2 billion in 2008. The market is expected to grow over the next five years to reach $8.7 billion in 2013. Driven by a variety of factors, growth will vary in each region, but the overall compound annual growth rate is estimated at 10.6%.

"The impact of the current economic crisis is still playing out, but we heard positive noise from providers interviewed about the potential in emerging regions, " says Catherine Stagg-Macey, senior analyst with Celent’s insurance practice and coauthor of the report. "Buyers in these regions clearly have different motivations than price arbitrage."

"Countries such as India and China are considering BPO as a way to scale quickly and access skilled resources," adds Michael Fitzgerald, senior analyst and coauthor of the report, This report is a companion to detailed research on Europe and North America published at the end of 2008.

The 28-page report contains 13 figures. A table of contents is available online.

Members of Celent's Life/Health Insurance and Property/Casualty Insurance research services can download the report electronically by clicking on the icon to the left.  Non-members should contact for more information.  

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
Tel: +1 212 345 1366

Europe (London)
Chris Williams
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
Tel.: +81 3 3500 3023

Table of Contents

London, United Kingdom 19 March 2009

Insurance Business Process Outsourcing: A Global View


Executive Summary 3
Introduction 4
Methodology 5
The Global View 7
Detailed Analysis of Global Insurance BPO 10
Regional BPO Analysis of Developing Markets 14
Asia-Pacific 17
Latin America 19
South Africa 21
Final Thoughts 22
Appendix 25


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