Celent Report – What Insurance Customers Really Think: An IT Service Provider Report Card

The global IT services industry is large and expanding, with the sector for insurance reaching $37 billion in 2010. Celent provides important insights regarding what insurance customers think of their IT service providers.

London, United Kingdon, October 07, 2010 – In spring and summer of this year, Celent undertook two research projects to document the IT service providers available to insurers in Europe and North America. Part of this research included customer interviews. In a new report, What Insurance Customers Really Think: An IT Service Provider Report Card, Celent explores this aggregated customer feedback in more detail to analyze the types of services being outsourced, the customer experience, and areas for improvement.

�For the most part, insurers seem to be positive about their existing relationships,� says Catherine Stagg-Macey, Senior Analyst with Celent�s Insurance Group and author of the report. �In terms of perceived value, our data shows that European insurers plan to increase spending in several areas, including infrastructure operations and management, and testing.�

This report examines which services are used most frequently and which of those have the highest satisfaction rates. The report concludes by discussing the challenges of service differentiation for providers.

This 24-page report contains nine figures and one table.

A table of contents for this report is available online.

About Celent

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally experienced analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is part of Marsh & McLennan Companies [NYSE: MMC]. www.celent.com