The client, one of the top 10 US insurance companies offering P&C coverage to commercial accounts, needed to gain better insight into the varying degree of risk in areas including small commercial, larger middle market, and sizable retention programs. Accomplishing this would require overcoming challenges from the risk control staffing constraints and sub-par vendor performance that were affecting underwriting, limiting service, and preventing premium growth.

EXL responded with its Variable- Cost Risk Management Model, to deliver accurate, timely information while maximizing efficiency and managing costs.


The client needed to introduce the new variable cost model to the risk control process, which meant that low to mid-level complexity assessments would be completed by EXL consultants instead of the insurer’s internal staff. The client’s internal risk control staff were freed up for additional service visits and new business assessments on higher value, more complex policies.

EXL’s strong domain expertise in the insurance sector, and experience applying variable cost model in the past to other insurance functions leads to, excellent outcomes.

Our proven methodologies and framework enabled strong collaboration with the client’s business stakeholders. As a result, we delivered the right solution the first time, enabling the client to start realizing the resulting efficiencies and cost savings faster.


EXL’s nationwide presence and spectrum of services allowed client to reduce risk control costs, while focusing their internal staff on impactful client services and new business. The P&C insurer’s customers quickly benefited from the new approach and better turnaround. Risk control helped the client save 60% on costs, and their premium grew by 4%.

Cost savings compared to internal staff

Premium growth

EXL risk control surveys completed

Client’s vendor scorecard for EXL’s work


Over a 12 month period, the workload shifted from internal staff- to EXL. This freed up internal risk control staff to work on new business, high exposure classes, and service planning on large accounts.

  • Internal staff increased time spent on service work 25% to 45%
  • Clients benefited from an 80% increase in account service time provided by internal staff
  • Underwriting growth and risk control services exceeded targets

To find out more about how EXL applies digital intelligence to help insurance companies improve efficiency, reduce costs, and eliminate manual processes while still keeping people in control, contact us at

About EXL

At EXL, we’re experts in more than analytics, operations management, and technology. We’re experts in you, and your industry. This gives us the context to look deeper to identify and capitalize on opportunities to outperform. We call it Digital Intelligence: the all-important combination of data and domain knowledge, orchestration of human and technology, coming together to create breakthrough results and outcomes.

Digital Intelligence is why companies in the world’s most complex industries, from insurance to healthcare to transportation, bring us their toughest challenges, their seemingly impossible goals.

Headquartered in New York, EXL has more than 29,000 professionals in locations throughout the United States, Europe, Asia, Latin America, and South Africa. We work as one committed team, with one overarching goal: to give our clients the power to transform—to move from playing catch-up to leading the pack. Because we’re not content to help our clients adapt to change. We embolden them to lead the change.

We’re EXL. When companies need to reshape their business models and redefine their market, they turn to us. We’re strategic digital transformation partners who drive breakthrough results for our clients.

Struggling to hit your goals? We’ll make them real. We’re experts in more than digital technology and advanced analytics; we’re experts in you and your industry.

This gives us the context to look deeper to identify and capitalize on opportunities to outperform. We call it digital intelligence: the combination of data and domain knowledge needed to create context.


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