Case Study: International Insurance Company achieves faster direct insurance sales with Sutherland Global Services

International Insurance Company - Customer Case Study

Sutherland Global Services partnered with International Insurance Company, a $4.2 billion international insurer, to address a key challenge. The client, having successfully pioneered online insurance sales in the UK, needed to expand its direct-to-consumer model into the diverse US market. This required a partner capable of providing live, multi-channel customer support, policy underwriting, and a scalable infrastructure to ensure all customer questions were answered and the sales process was advanced, thereby establishing the company as a premium US brand.

Sutherland implemented a technology-enabled service solution featuring a single interface for all agent needs. The solution included a dedicated center staffed with licensed agents trained to sell customized commercial insurance products, integrated front and back office operations, and multi-channel customer contact. This partnership yielded significant results for the client, including $100 million in new gross written premium, a customer satisfaction rate of over 98%, and a 20% increase in policies per sale. Sutherland's human-based support proved to be a key differentiator in ensuring customer confidence.