Between February and April 2012, HfS Research conducted extensive research into the insurance business services space (life, annuities and pension, property and casualty, and reinsurance). We put out RFIs to key BPO service providers and held exhaustive interviews with them. We also held discussions with client organizations in order to identify major opportunities and provider capabilities. To our surprise, our research turned up a wish list of client behavior that service providers wished would change.
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