Insurance BPO Market Size - By Service, By Insurance, By Organization Size, By Technology, By Delivery Model, Growth Forecast, 2025 – 2034

Insurance BPO Market Size

The global insurance BPO market was valued at USD 7.2 billion in 2024 and is estimated to register a CAGR of 5.4% between 2025 and 2034.
 

Digital transformation is reshaping the insurance sector, driving insurers to embrace new technologies such as cloud computing, AI-driven analytics, blockchain, and robotic process automation (RPA). The claims management system is improved by AI-based fraud detection, while policy administration is handled by the cloud to boost storage space and security. Additionally, insurers are beginning to embrace blockchain technology to increase accuracy and safety when verifying claims. To stay competitive, many BPO service providers concentrating on the digital transformation are contacted by insurers.
 

For instance, in February 2025, Selectsys acquired AI-driven insurance platform Expert Insured to integrate BPO, custom technology, and policy management under one brand. This acquisition enhances services for MGAs, wholesalers, and carriers by automating underwriting, policy management, and accounting tasks.
 

Due to the potential risks involved, stricter compliance regulations are becoming more common, which increases the need for external support. Governments have enacted laws such as GDPR in Europe, NAIC Model Law in the U.S. and in China with PIPL which pose strong restrictions on data security for most companies. BPO service providers of insurance companies have automated the processes of risk assessment, real-time monitoring, and AI fraud detection to assist insurers with regulatory compliance.
 

For instance, China’s Personal Information Protection Law (PIPL) was introduced in 2020 to strengthen data privacy and prevent leaks. It applies to organizations handling Chinese citizens' data, even outside China. The law imposes stricter data transfer rules, mandatory security controls, and higher penalties for violations.
 

As insurers focus more on customer engagement and crafting new products or services to stay ahead of the competition rather than dealing with administrative processes, the need to outsource is higher. Dealing with customer service, claim processes, and policy administration are no longer an operational necessity for insurance providers which increases productivity. BPOs step in with their advanced technology and analytics to help insurers save money and use resources more effectively.
 

Insurance BPO Market Trends

• The utilization of artificial intelligence (AI) and machine learning (ML) software changes how claims processing, fraud detection, and underwriting are managed in the insurance BPO industry. Automation of document evaluation and risk measurement is achievable with AI assistance, continuously elevating precision whilst decreasing the necessity for human resources. Customer engagement is also elevated AI enabled virtual assistants and chatbots who provide real-time claim information and respond to policy inquiries.
   
• For instance, in July 2024, WNS announced the deployment of its proprietary AI-driven automated claims processing solution for Animal Friends Insurance (AFI), a leading UK pet insurance provider. This solution, developed using WNS's SKENSE platform, leverages advanced AI models to enhance claims management efficiency.
   
• Regarding insurance BPO services, heavy data extraction is changing the landscape for the better. Predictive analytics allows insurers to improve accuracy in risk assessment and fraud detection, as well as refine customer segmentation to maximize value. Besides, these advanced analytics help the BPO provider to understand customer actions and anticipate service requirements increasing customer loyalty and retaining policyholders.
   
• In the insurance outsourcing market, Blockchain technology is changing the narrative around data security, fraud risk mitigation, and policy administration. The blockchain enables trustless auditing as all transactions are time-consumed and stored in an immutable ledger. Smart contract self-executing agreements that are programmed into the blockchain enable automatic payment and contract enforcement and therefore improve policy transaction management.
   
• For instance, in April 2024, Healspan, an Insurtech startup, announced it is using AI and blockchain to automate insurance claims, improve accuracy, and prevent fraud. The platform simplifies cashless claims management, reducing stress for both patients and hospital staff. The company integrates with India’s health stack systems and leverages AI/ML for fast-track claim processing while using blockchain to prevent data manipulation. Healspan aims to streamline hospital discharge processes and enhance efficiency for insurance desk staff, ensuring a seamless patient experience.
  
   

Insurance BPO Market Analysis

Based on service, the insurance BPO market is segmented into Claims Processing, Underwriting, Customer Service, Data Entry, Document Management, and Others. Claim processing led the market in 2024, accounting for over 30% of total revenue.
 

• Claims processing dominated the insurance BPO market as insurers sought faster settlements, lower fraud risks, and improved accuracy. The integration of AI, automation, and predictive analytics has significantly reduced turnaround times.
   
• Automation and AI-powered tools are enhancing claims assessment, fraud detection, and settlement speed, improving customer satisfaction.
   
• For instance, in July 2024, HDFC ERGO processed its first health claim via the National Health Claims Exchange (NHCX) platform, improving efficiency and transparency. Developed by the National Health Authority (NHA), NHCX streamlines claim processing. HDFC ERGO now settles 70%+ claims digitally with an average cashless settlement time under 40 minutes.
   
• The shift towards touchless claims where AI assesses, processes, and settles claims without human interventions accelerating outsourcing trends, particularly in high-volume insurance segments like auto and health insurance.
   

Based on insurance, the market is categorized into Property & Casualty, Life & Annuities, Health, and Others. Property & Casualty held the largest market share of 40.9% in 2024, driven by rising demand for digital claims management.
 

• The Property & Casualty insurance segment dominates the insurance BPO market, as insurers seek to streamline operations amid rising claims volumes and regulatory complexities. With auto, home, and commercial insurance generating millions of claims annually, outsourcing services such as claims processing, underwriting support, and customer interactions have become essential for insurers to maintain efficiency and cost control.
   
• For instance, in September2024, ReSource Pro acquired Lowry & Associates, enhancing premium audit and underwriting survey services. This move strengthens its commercial P&C insurance offerings.
   
• AI-driven automation and predictive analytics are transforming P&C BPO, enabling faster claims settlements, fraud detection, and risk assessment.
   

Based on organization size, the Insurance BPO market is divided into SMEs and Large Enterprises. Large enterprises dominated in 2024, holding over 65% market share, benefiting from AI-driven automation and cloud-based outsourcing solutions.
 

• Large insurers are investing in cloud-based BPO solutions to enhance scalability, security, and cost efficiency.
   
• SMEs are adopting AI-powered BPO services to reduce operational costs while improving claims processing and customer support.
   
• The increasing availability of BPO-as-a-Service is making high-quality outsourcing solutions accessible to smaller insurance firms.
   

Based on technology, the insurance BPO market is segmented into Robotic Process Automation (RPA), Artificial Intelligence (AI), Machine Learning (ML), and Cloud Computing. Robotic Process Automation (RPA) held the highest share in 2024, driving efficiency across various insurance BPO functions.
 

• RPA is transforming data entry, policy administration, and claims handling by reducing manual work and improving accuracy.
   
• Insurers are increasingly using ML-based fraud detection models to mitigate risks and enhance underwriting decisions.
   
• Cloud computing is facilitating seamless integration of BPO services with insurers' digital ecosystems, enabling remote operations and real-time data processing.
   

• For instance, in November 2024, HDFC Life partnered with Automation Edge to streamline backend processes using robotic process automation (RPA) and intelligent document processing (IDP), enhancing efficiency and accuracy.
   
• This automation reduced turnaround times for sales, claims, and policy management, minimizing errors and improving decision-making speed. By simplifying group insurance onboarding, policy handling, and accounting, HDFC Life significantly improved customer experience and operational agility.
   

North America dominates the global insurance BPO market, with the U.S. leading the region. The market is expected to reach USD 3.5 billion by 2034, driven by strong digital transformation initiatives and advanced automation technologies.
 

• The presence of major outsourcing firms, investments in AI-driven claims processing, and rising demand for fraud detection solutions fuel market expansion. The increasing adoption of cloud-based platforms also enhances efficiency in policy administration and customer service.
   
• For instance, in December 2023, Acquire BPO opened its U.S. headquarters in, Texas, reinforcing its commitment to the American insurance BPO market. The move aims to enhance client collaboration and drive innovation in AI and automation through Acquire.AI. This expansion supports Acquire’s broader growth strategy, positioning the company as a major player in the U.S. business process outsourcing (BPO) industry.
   
• Additionally, government regulations such as the NAIC’s data security model law have encouraged insurers to outsource compliance management to BPO firms, boosting demand for specialized regulatory services.
   

The Insurance BPO market in Germany is expected to experience significant and promising growth from 2025 to 2034.
 

• Germany's leadership is supported by the strong presence of Insurtech startups, investments in AI-based customer engagement tools, and increasing demand for automation in policy administration contribute to market expansion.
   
• For instance, Oct 2023, Accenture acquired Germany-based ON Service GROUP to enhance its insurance operations services. The acquisition expanded Accenture’s capabilities in sales, policy administration, and customer support for insurers in Germany. ON Service GROUP, has expertise in property, casualty, life, and health insurance processes. Accenture aimed to help insurers streamline operations, improve agility, and drive growth through digital transformation.
   
• Additionally, the European Union’s focus on digital transformation in financial services, particularly through initiatives like the EU Digital Finance Strategy, is pushing insurers toward outsourcing data analytics and cybersecurity services.
   

The Insurance BPO market in China is expected to experience significant and promising growth from 2025 to 2034.
 

• Cost-effective outsourcing solutions, a skilled workforce, and increasing adoption of AI in claims processing and fraud detection are key factors. Insurers in developed markets are shifting back-office operations to Asia to reduce costs and enhance efficiency.
   
• China's insurance BPO sector is growing rapidly, driven by AI, big data, and automation to enhance claims processing, underwriting, and customer service. Companies focus on digitizing legacy systems, reducing fraud, and improving policyholder engagement to meet the rising demand for efficient, tech-driven insurance solutions.
   
• In Asia Pacific, government incentives such as in India, such as tax benefits for IT and BPO firms, further encourage global insurers to expand operations in the region.
   

The Insurance BPO market in Mexico is expected to experience significant and promising growth from 2025 to 2034.
 

• It is due to increasing demand for bilingual customer service, competitive labor costs, and regional insurers outsourcing claims processing to optimize operations drive market expansion.
   
• For instance, in Nov 2022, Seguros Confie, the BPO arm of U.S.-based insurance broker Confie, expanded its operations in Mexico with a new contact center. Confie aimed to hire 200 more bilingual agents with the new facility.
   
• The company first established a center in the city in 2010 to support its U.S. insurance clients, later expanding into customer service for other financial services firms.
   
• Additionally, Latin America’s growing digital transformation efforts, including regulatory reforms in the insurance sector, are creating opportunities for BPO providers to offer specialized risk assessment and compliance solutions.
   

Insurance BPO Market Share

Top 7 companies leading the Insurance BPO industry in 2024 are Accenture, Tech Mahindra, Cognizant, HCL Technologies, Infosys, DXC and Wipro. Together, they hold around 40% market share.
 

• Accenture follows an acquisition-driven strategy to expand its insurance BPO capabilities. It acquires companies specializing in AI, cloud, and automation to enhance claims processing, underwriting, and risk management services. This approach strengthens its digital transformation offerings and helps insurers improve efficiency and customer experience.
   
• In October 2022, Accenture acquired Blackcomb Consultants, a North American Guidewire specialist, to strengthen its insurance tech capabilities. The acquisition expanded Accenture’s ability to help insurers adopt cloud-first strategies using AI and analytics.
   
• Cognizant prioritizes automation, AI, and predictive analytics to streamline claims management, policy administration, and risk assessment. By leveraging its deep industry expertise, it helps insurers reduce operational costs and improve decision-making through real-time data insights.
   
• In November 2023, Cognizant partnered with Denmark's Alm. Brand Group to automate insurance services and enhance operational efficiency. The transition will consolidate outsourced processes while improving customer interactions. This move aligns with Cognizant's strategy to modernize business processes and drive digital transformation in the insurance sector.
   
• HCL optimizes fraud detection, policyholder engagement, and system modernization, while Infosys leverages predictive analytics and intelligent automation for underwriting and claims processing. DXC focuses on legacy system modernization and cost efficiency, whereas Wipro enhances underwriting accuracy and decision-making through AI and analytics.
   

Insurance BPO Market Companies

Major players operating in the Insurance BPO industry include:

• Accenture
• Cognizant
• DXC Technology
• Genpact
• HCL Technologies
• Infosys
• TCS
• Tech Mahindra
• Wipro
• WNS Global Services
   
• The insurance BPO market has attracted both established outsourcing firms and new entrants offering enhanced process efficiencies and customer engagement solutions. Key players leverage expertise in automation, analytics, and digital platforms to stay competitive.
   
• Industry participants have focused on innovations in AI-driven claims processing, policy administration, and customer support. Investments in automation and advanced analytics enable BPO providers to serve insurers with minimal manual intervention while improving accuracy and speed.
   
• Growth in the insurance BPO sector accelerates through partnerships between outsourcing firms and insurance carriers across life, health, and property segments. These collaborations allow insurers to access specialized services that enhance operational efficiency, regulatory compliance, and customer experience.
   

Insurance BPO Industry News

• In January 2025, Tata Consultancy Services (TCS) announced a strategic partnership with MUFG Pension & Market Services Holdings Ltd (MPMS) to transform the superannuation and pension services landscape in Australia. This collaboration aims to combine TCS's technological expertise with MPMS's industry insights to deliver innovative solutions.
   
• In April 2024, Total Expert announced a partnership with Cogneesol to enhance integrations for insurance providers. The collaboration enables independent agencies, brokers, and MGAs to connect Total Expert’s platform with key industry tools like Applied Epic. This partnership helps agencies extract valuable data from legacy and modern systems, improving customer engagement and automating workflows. Total Expert has seen 300% growth in insurance customers over the past year and continues to expand its capabilities.
   
• In February 2024 Fusion CX opened a 500-seat BPO facility in Navi Mumbai, expanding its India operations. The 20,000-square-foot center will support multilingual, omnichannel customer experience management, tech support, and back-office services.
   
• In January 2023, Updater Services Limited (UDS), a Chennai-based business support services firm, acquired a majority stake in Athena BPO, a BFSI-focused tele sales service provider. This acquisition aimed to strengthen UDS' capabilities in business services and drive synergies with its portfolio companies.
   

The insurance BPO market research report includes in-depth coverage of the industry with estimates & forecast in terms of revenue ($Bn) from 2021 to 2034, for the following segments:

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Market, By Service

• Claims processing
• Underwriting
• Customer service
• Data entry
• Document management
• Others

Market, By Insurance

• Property and casualty
• Life and annuities
• Health
• Others

Market, By Organization Size

• SME
• Large Enterprises

Market, By Technology

• Robotic Process Automation (RPA)
• Artificial Intelligence (AI)
• Machine Learning (ML)
• Cloud Computing

Market, By Delivery Model

• Onshore
• Nearshore
• Offshore

The above information is provided for the following regions and countries:

• North America
  • U.S.
  • Canada
• Europe
  • UK
  • Germany
  • France
  • Italy
  • Spain
  • Russia
  • Nordics
• Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
  • Southeast Asia 
• Latin America
  • Brazil
  • Mexico
  • Argentina
• MEA
  • UAE
  • South Africa
  • Saudi Arabia