Case Study: a leading life & annuity insurer achieves 40% lower operating costs with Sutherland Global Services

a leading life & annuity insurer cuts operating costs by 40% with Sutherland Global Services

A leading life and annuity insurer faced significant operational challenges due to its rapid growth through numerous acquisitions. This resulted in a fragmented technology landscape with over 20 legacy systems, leading to inefficient manual processes, high costs, and error-prone service delivery. To remain competitive, they partnered with Sutherland Global Services to streamline, digitize, and build resilience into their policyholder services.

Sutherland implemented a solution that integrated and standardized the insurer's complex operations, establishing new digital service centers and leveraging their Robility automation platform. This transformed workflows across new business, underwriting, servicing, and claims. The results were substantial, including a 40% reduction in operating costs, a 35% improvement in turnaround times, and consistently achieving 99.5% quality scores, demonstrating Sutherland's success in creating a more efficient and resilient digital operation.