Liverpool Victoria expands outsource deal

Liverpool Victoria has added a tele-underwriting deal worth £26m over 12 years to a long-term £109m business process outsourcing agreement it signed last year with EDS.

Liverpool Victoria has added a tele-underwriting deal worth £26m over 12 years to a long-term £109m business process outsourcing agreement it signed last year with EDS.

The add-on deal, like the original contract, will run until 2017, and is designed to speed up the friendly society's underwriting of life protection policies.

The tele-underwriting facility has two parts to it. The first is an automated underwriting management system to ensure risks are underwritten consistently, while the second calls on medically trained staff to evaluate "non-clean" cases to decide whether and on what terms cover will be offered.

The initial underwriting process links Ingenium, a life assurance administration platform developed by EDS subsidiary Solcorp, to Allfinanz's Xpertbridge e-software suite. At the end of each application cycle it uses another Solcorp product, the quotation engine Productxpress, to generate an offer quote for new customers.

The Xpertbridge utility helps call centre staff to ask the right questions of prospective customers, to generate a comprehensive picture of the risks being assumed. For less routine applications - or "non-clean" cases - Liverpool Victoria's tele-underwriting staff can use the same software to gain a fuller medical picture in an effort to avoid the need for a detailed medical report.

Kevin Durkan, group director of operations at Liverpool Victoria, said the system should lead to "substantial operational efficiencies and improved customer service", but the society would not be drawn on its likely return on investment.

David Sexton, a client industry executive at EDS, said that part of the business case for the wider deal, signed in February last year, was to rationalise legacy platforms at the friendly society - condensing seven systems into just two.

But Sexton added that this additional deal was "always in the pipeline" once the original deal was struck, though the timing was driven by Liverpool Victoria's requirements.

The original deal means EDS has operational responsibility for Liverpool Victoria's protection business, as well as providing a life, pensions and retail investment administration service for the society, using Ingenium for open-book and new business processing.

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