Case Studies

2. Unisys Insurance Services

The Background

Unisys Insurance Services Ltd (UISL) is a wholly owned subsidiary of Unisys dedicated to delivering outsourcing solutions to its core market of life and pensions companies.

Established in 2000 as part of a business process outsourcing deal with Abbey Life, more than 1,000 staff were transferred as part of the 10-year contract.

UISL has quickly established a track record of exemplary service delivery and was recognised with awards from the Management Consultancy Association and The Banker magazine in its first year.

In 2003 UISL confirmed its leadership within the insurance outsourcing marketplace as a result of concluding a major contract to undertake the processing and administration of Royal and Sun Alliance's 2.4m policies. This brought the total policies under UISL's management to in excess of 4 million and added two new strategic UISL sites, in Liverpool and Horsham.

The Challenge

As part of the award of business through customer outsourcing, UISL inherited many legacy printing and mailing operations, which were being produced from 4 different locations in Liverpool and Bournemouth. The volumes of laser printed images were in excess of 40 million per annum.

UISL needed a solution involving consolidation of these operations and wanted to outsource to a partner who would not require any changes to host system applications and processes. Additionally, the supplier had to demonstrate and deliver added value in terms of mail sortation and migration of hand enclosing operations to machine-based services.

In 2005 UISL tendered for their business requirements in these areas.

Our Solution

Since contract award in December 2005, MBA have migrated all operational requirements of UISL into our North London and Warrington bureaus. After performing a 6 month transition process including knowledge transfer of all requirements, MBA are now providing 24 x 7 cover for all UISL host system print and mail. Also, MBA deliver consolidated management information, mailsort and machine enclosing of outbound mail and have improved on previous SLA requirements delivering output faster to policyholders, improving communication.