Outsourcing: How can insurers ensure their brand identity and customer service expectations are maintained by outsourced providers?

While insurance companies can gain significant benefits from working with outsourcing firms, the risk of lower standards and diluted brand values is a major consideration when it comes to service being delivered by a third party.

Research shows that customers remain loyal to brands that treat them well. A great experience makes them more likely to buy or repeat a service, but once trust is lost, it is hard to win back.

This paper looks at how insurers can outsource services, but uphold brand values and service standards.

Topics covered include:

- Training.

- Utilising customer feedback.

- Criteria for selecting an outsourcing partner.

- Examples of insurers who have outsourced services.