BOSTON, MA, April 28, 2025 — CovenirBPO, the leading provider of onshore business process outsourcing services for claims, call center, FNOL, back office, print and distribution for insurers, today announces the launch of its inaugural 2025 Insurance Operations Leaders Trends Report. The report offers a rare window into the mindset and strategies of the professionals driving operational performance at insurance carriers, MGAs, and insurtech startups.

The environment these insurance operations leaders are navigating is fraught with inflation and recession risks, uncertainty around tariffs, staffing challenges, unpredictable weather, and the regulatory and operational challenges of AI. But despite these headwinds, our February 2025 survey of 149 insurance operations decision-makers found that 83% remain optimistic about the future of the industry, and 89% believe their companies are strategically well-positioned to meet tomorrow’s challenges.

“Insurers are navigating a rapidly shifting environment shaped by economic, regulatory, technological and staffing pressures,” said David Squibb, President and CEO of Covenir. “The findings in this report demonstrate that they see the upside of their current challenges and are leaning into innovation and outsourcing to drive future success.”

Key Findings from the Report Include:

• 58% of insurers are already using AI, with an additional 40% actively exploring it
• 83% consider outsourcing vital to their organization’s future success
• Customer experience and cost control are equally ranked as top priorities, despite being often at odds
• Customer experience, data accuracy, and staffing are the top concerns keeping leaders up at night

Perspectives Vary by Role and Organization Type

While the overall outlook is optimistic, the report reveals clear differences in confidence, priorities, and approaches between leadership levels and types of organizations:

• Insurtech leaders are the most bullish, with 86% reporting optimism about the future of the industry. MGAs, by contrast, expressed more caution. 19% said they were “somewhat pessimistic” about the industry.
• Frontline staff are less confident senior leaders: Only 67% of Individual Contributors said their company is ready to meet future challenges, compared to 96% of Executives.
• Perceptions of operational maturity also diverge—while 94% of Executives say their processes are “progressive,” 42% of Individual Contributors view them as “reactionary.”
• Approaches to innovation vary: Carriers are most focused on process refinement, MGAs are more likely to experiment, and Insurtechs are leaning into partnerships to drive growth.

These variations reflect a need for greater internal alignment and signal opportunities for leadership teams to better connect strategy with execution across levels and organizational models.

Covenir Solutions Built for These Challenges

The report comes on the heels of two innovative solutions recently launched by Covenir: the Covenir Call Surge Guarantee and IntelliMail Advantage. Both offerings were developed in direct response to the challenges highlighted in the report – rising service expectations, regulatory complexity, and the need for flexible, scalable support. Together, they reinforce Covenir’s commitment to helping insurers operate more efficiently while strengthening the connection with their policyholders.

Access the full report at https://lp.covenirbpo.com/trends.

About Covenir

CovenirBPO helps strengthen the bonds between insurers and policyholders through exceptional onshore BPO services developed exclusively for the insurance industry. Covenir’s purpose-built Call Center, FNOL, Backoffice, Print and Distribution and Premium Services help insurers accelerate growth, improve customer satisfaction, ensure compliance and reduce costs. For more information visit www.covenirbpo.com.

Media Contact:
Shanda Boyett, Head of Marketing
shanda.boyett@covenirbpo.com
917.388.7107