LEADING DIGITAL TRANSFORMATION IN ANZ INSURANCE

Reimagine Insurance with Agentic AI and Smart Outsourcing

  • Consistent increase in C-SAT: Reaching 4.5 out of 5
  • Speed and efficiency: Accelerate claims processing by 50%
  • Customer delight: Enhance customer satisfaction with intelligent solutions
  • Local Expertise: Tailored for the unique challenges of the ANZ market
95%
95%
service level rates
50%
50%
faster claim processing
90%
90%
customer satisfaction
AGENTIC SOLUTIONS

Unlock the power of agentic solutions

 

  • Agentic AI Solutions
    Deploy smart systems that work alongside your team to scale operations intelligently
  • Modular & Secure Architecture
    Built on a scalable AI framework that blends cutting-edge technology with decades of insurance domain expertise
  • Automate Complex Workflows
    Streamline intricate claims processes from the back office to the front line
  • Enhance Agent Performance
    Equip your service and sales teams with real-time data and insights to power personalised conversations
  • Practical & Compliant
    Ensure all solutions are not only powerful but also adhere to industry regulation
Business team in modern office collaborating on project; woman leads discussion while others engage with tech and ideas.
Smart Automation icon

Smart Automation

We go beyond basic Robotic Process Automation (RPA). Our smart automation solutions integrate sophisticated AI and advanced analytics to optimise entire end-to-end business processes.
Interaction Analytics icon

Interaction Analytics

We are revolutionising voice interactions in the insurance sector. Our advanced Voice AI capabilities analyse customer conversations in real time, providing agents with invaluable insights into customer sentiment and intent.
AI-Powered Speech Clarity icon

AI-Powered Speech Clarity

Bridge the communication gap and boost customer satisfaction with our groundbreaking real time speech understanding AI. In the insurance industry, where clarity is paramount, this is a game-changing technology.
Insurance professionals in a modern office discussing client policies and documents during a business meeting around a glass table.
CLAIMS MANAGEMENT

Predictable claims management in an unpredictable world

 

  • 50% Faster Claims Handling
    Drastically improve your overall claims processing time
  • Up to 95% Quality & Compliance
    Achieve near-perfect accuracy and adherence to regulations
  • 50% Faster Agent Proficiency
    Cut training and ramp-up time for new claims professionals in half
  • Transform Claims into a Value Driver
    Convert your claims function from a cost center into a powerful engine for customer loyalty and operational excellence
RELIABLE CLAIMS MANAGEMENT FOR UNRELIABLE TIMES

Transforming Claims Management into a Strategic Advantage

Challenge 01
Challenge 02
Challenge 03
Challenge 04
CHALLENGE 01

Evolving Regulations, Compliance, and Fraud with 95% Quality & Compliance Rate

 

The Challenge The regulatory environment in Australia and New Zealand is complex and ever-changing while, fraudulent activities become more sophisticated, maintaining compliance and mitigating risk is a constant operational burden.

 

Our Solution We simplify licensing and compliance through expert training, credential processing, and robust quality assurance frameworks that meet and exceed local standards—achieving up to 95% compliance.

CHALLENGE 02

Finding and Retaining the Right Talent with 50% Faster Training

 

Challenge The industry faces high attrition rates and significant challenges in sourcing and attracting skilled claims management professionals, resulting in process inefficiencies and increased costs.

 

Our Solution We’ve perfected the science of talent acquisition and retention. Through our in-house training programs and digital-led gamification, we upskill talent to peak proficiency 50% faster than traditional methods.

CHALLENGE 03

Ensuring Customer Satisfaction and Quality with 4.5/5 Customer Satisfaction

 

Challenge Policyholders today expect seamless, empathetic, and prompt service, particularly during the stress of a claim. Falling short of these expectations directly affects loyalty and retention.

 

Our Solution We combine AI-powered tools with expert-led emotional intelligence to deliver exceptional customer experiences, achieving a 4.5/5 customer satisfaction score and a 97% technical quality control rate in claims processing.

CHALLENGE 04

Peak Management and Scalability with 95%+ Service Level Maintained

 

Challenge Catastrophic events like bushfires or floods can trigger an instantaneous surge in claims, straining internal resources to breaking point.

 

Our Solution Our Smartshoring model and Cloud Campus platform provide flexibility and scalability, enabling rapid deployment to support ANZ claims peaks while maintaining 95%+ service levels, without the cost of an underutilised workforce.

SMART OUTSOURCING

Gain a strategic advantage with smart outsourcing

 

  • End the Talent War
    Stop struggling to find local experts. We give you instant access to a global pool of skilled insurance professionals, ready to deploy
  • Build an Unshakeable Operation
    Your business never sleeps. Our global footprint means if one region faces a disruption, others seamlessly take over, guaranteeing 100% business continuity
  • Reduce Costs, Not Quality
    Get elite talent and operational excellence without the premium price tag. Our model finds the perfect blend of resources to optimise your budget
  • Connect Authentically with ANZ Customers
    Eliminate the risk of disconnected customer service. Our teams are experts in the local culture, ensuring every interaction builds trust and loyalty
Insurance professional conducting a client meeting or interview, representing smart outsourcing solutions in a modern office setting.
SMART SOLUTIONS POWERED BY GLOBAL DELIVERY

Fuelled by an Intelligent Global Delivery Ecosystem

We give clients a competitive edge through a delivery network that combines global scale with local expertise. Focused on collaboration and innovation, we provide tailored, outcome-driven solutions that evolve with your business. Our curated ecosystem is designed for the Australia–New Zealand market, offering access to top BPO talent in aligned locations and time zones.

OUR STRATEGICALLY POSITIONED DELIVERY HUBS

This strategic footprint ensures we deliver insurance solutions with the perfect balance of high-tech innovation and the essential human-touch. The tangible results achieved by this model are summarised below -

ANZ
Bali
India
Philippines

A strategic hub for high-value services and digital innovation, Australia combines deep local expertise with cutting-edge technology for the ANZ market. Specialising in complex advisory, risk management, and data-sensitive operations, our High-Tech, High-Touch approach blends AI-powered efficiency with authentic empathetic engagement to support clients in regulated industries.

A dynamic hub for commercial growth, Indonesia specialises in driving revenue and customer loyalty for ANZ clients. We leverage its multilingual talent for high impact sales, account management, and collections. The hub’s regional proximity and vibrant culture provide an agile and valuable platform for expanding market presence.

The epicentre of our global delivery network, India drives significant commercial value through a blend of technical mastery and immense scale. Our 24/7 operations, powered by a highly educated talent pool, deliver agile and advanced solutions, with deep expertise in IT Infrastructure, specialised technical support, and complex business process management.

A primary hub for empathetic customer interaction, the Philippines leverages a scalable workforce with superior English communication skills. Its deep cultural alignment with ANZ clients makes it ideal for delivering high-quality voice services and efficient back-office support, forming the frontline of our clients’ customer experience strategy.

Australia, New Zealand, India, Bali and Philippines highlighted on map

Strategic Knowledge Hub

The TP advantage: Quantifiable Outcomes

30%
30%
Increase in Advisor loyalty
50%
50%
Reduction in the time to proficiency
80%
80%
Subrogation claims processed within 6 months
95%
95%
Quality & Compliance Rate

FAQs

We operate under a rigorous global security framework that is among the most stringent in the industry, utilising proprietary data solutions to safeguard all sensitive information. Our Smartshoring model is built on a foundation of security and compliance, ensuring that all operations, regardless of their geographic location, adhere to strict, centrally-managed protocols. For our ANZ clients, we build specific compliance modules directly into our agent training and quality assurance processes. These modules are designed to meet and exceed the requirements of the Australian Privacy Act and APRA's prudential standards, enabling us to consistently achieve a 95% compliance rate.

Our approach is modular, collaborative, and designed to minimise disruption while maximising impact. The process begins with a deep-dive consultation where our business transformation consultants map your existing workflows, systems, and key performance indicators to identify the highest-impact areas for transformation. Our technology services team then designs a phased integration plan. We leverage our scalable AI platform and pre-built connectors to interface with your existing core systems, such as claims management and policy administration platforms. The primary goal is to deliver measurable improvements quickly, such as the 50% reduction in time to proficiency for new staff, demonstrating value at every stage of the partnership.

Consistency is achieved through our centralised Centre of Excellence for training, quality, and performance management. Every customer experience expert, regardless of their location, undergoes an extensive and standardised training curriculum focused on the specifics of the Australian regulatory landscape, your unique products and brand voice, and our globally recognised high standards for customer interaction. This is reinforced by technologies like our AI-powered expert support tools, which provide real-time guidance to agents. Furthermore, our Sanas technology ensures a consistent standard of communication quality across the board. This multi-layered approach allows us to achieve up to 95% quality and compliance rates consistently across our global network.

This is a core strength and a primary design principle of our operational model. The inherent flexibility of our global footprint, combined with our award-winning Cloud Campus work-at-home platform, gives us the unique ability to scale our workforce rapidly and effectively in response to sudden and unexpected claims peaks. In the event of a major catastrophe impacting Australia or New Zealand, we can immediately divert and re-task trained agents from across our global network to support the affected region. This ensures your policyholders receive the timely, empathetic support they need during their most critical moments, without you needing to carry the significant overhead cost of a large bench of staff year-round.

The return on investment from a partnership with Teleperformance is multi-faceted and extends beyond simple cost savings.

  • Financially: Clients experience significant and sustained reductions in operational costs, enhancing long-term efficiency and profitability.
  • Operationally: You gain massive efficiencies that transform your key metrics. Claims processing speeds increase by 50%, and overall claims handling time reduces significantly.
  • Strategically: You mitigate operational and regulatory risk, future-proof your operations with cutting-edge AI, improve customer satisfaction and loyalty with CSAT scores averaging 4.5 out of 5, and, most importantly, you free up your internal leadership and expert teams to focus on core business growth and innovation. The partnership creates strategic bandwidth, allowing you to work on the business, not just in it.