Marsh U.S. Consumer provides business process outsourcing solutions for the insurance industry, including customer service, claims administration, billing, and other services. They have expertise in a wide range of insurance products and relationships with over 100 insurers. Outsourcing to Marsh allows insurance companies to focus on core activities while benefitting from Marsh's scale, technology, reliability and customer care.

1. Marsh U.S. Consumer
Business Process Outsourcing Solutions
For the Insurance Industry

2. Heighten focus on core
business activities —
with industry expertise, scale,
speed, technology, and reliability,
Marsh U.S. Consumer combines
financial stability with industry-
recognized customer care.
“The best implementations are the result of putting
together the right team of professionals who have a
thorough understanding of the process.”
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3. Insurance Industry Knowledge and Leadership
We support insurance companies with outsourcing programs worldwide — bundled or à la
carte — with focused solutions for marketing, underwriting, enrollment, insurance, customer
service, billing, reporting, claims administration, and servicing. Marsh U.S. Consumer
maintains over 100 insurance and health plan insurer relationships, supporting a wide range
of products, including:
Accident
„„ Executive Life/Disability
„„ Medical Malpractice
„„
Accidental Death and
„„ Executive Long-Term Care
„„ Medicare Supplement
„„
Dismemberment Executive Retirement Plans
„„ Motor Vehicle Reports
„„
Auto/Homeowner
„„ Financial Planning Services
„„ Personal Excess Liability
„„
Background Checks
„„ Group Universal Life
„„ „„ Insurance
Pet
Business Overhead
„„ Health Insurance
„„ Prescription Drugs
„„
Business Owner Policy
„„ Hospital Indemnity
„„ Professional Liability
„„
Cancer Care
„„ Identity Theft
„„ Property
„„
Commercial Auto
„„ International Insurance
„„ Retiree Medical
„„
Critical Illness
„„ „„ Person Life/Disability
Key Retirement Planning
„„
Deferred Compensation
„„ Services
Legal Services
„„
Dental Coverage
„„ Short-Term Disability
„„
„„ Insurance
Life
Directors and Officers
„„ Survivor Support
„„
Limited Benefit Medical
„„
Disability
„„ Term Life
„„
Long-Term Care
„„
Discount Services
„„ Vision Services
„„
Long-Term Disability
„„
Employment Practices
„„ Workers’ Compensation
„„
Major Medical
„„
Liability
Marsh U.S. Consumer Business Process Outsourcing
Providing access to our award-winning platforms, processes, and
marketing support services allows business operations executives
and staff to focus on their core activities. We help our clients benefit
from top line growth by providing a complete and comprehensive
outsourcing alternative that enables them to improve technology,
administrative services, and customer service to core operations
while often reducing costs. With our services, clients can reduce the
need for investment when the available resource pool is stretched
and, instead, leverage economies of scale and best practices for
specific activities. By engaging Marsh U.S. Consumer, a service of
Seabury & Smith, Inc., strategic and tactical outsourcing pays off with
operational excellence.
Marsh U.S. Consumer provides firms with the structural elasticity
needed to streamline administrative processes while shifting from
fixed to variable costs. Our processing capabilities are embedded in a
scalable financial services-focused infrastructure.
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4. We benefit your business with:
Advanced technologies, proven processes, and
„„
access to our economies of scale
Speed-to-market without the delays of building
„„
systems and protocols to support new product
introductions
Highly trained, knowledgeable, and dedicated
„„
customer service specialists to ensure a positive
customer experience
Marsh U.S. Consumer has the unparalleled reach,
„„
experience, and resources to:
-„Respond to more than 3 million customer
service calls annually
-„Provide service and support to more than
7 million customers every year
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5. Marsh BPO Administrative Solutions for the Insurance Industry
Marsh offers comprehensive, “private label” back-office services and marketing support services
to insurers of all sizes, including leading national providers. We integrate technology and
business knowledge to best meet the needs of members, clients, and policyholders, identifying
the specialized strategies specifically tailored to the dynamics of each organization. With more
than 50 administrative services managed in-house, we deliver a broad menu of services.
Call Center Customized
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Technology
For the COO
All of our services are an outside resource to extend
operational capacity, lower costs, and provide technology
alternatives.
For the CFO
We provide renewed focus for core revenue-generating
operations and expedited speed to market for new
products. Our services help to maximize financial returns
by avoiding large capital investments for new products and
reducing fixed costs without compromising quality.
For the CIO
We offer technology and infrastructure improvements
while conserving precious capital resources. Our services
provide an alternative technology platform for emerging
products and for those that can be diverted as run-off
business.
For the CMO
We offer expanded capacity, service differentiation, and
highly effective sales support programs that can include
communication strategy and direct marketing.
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6. BPO Solutions Provide a Wide Variety of Critical Business Services
Client Management/Dedicated Client Contact
Reporting and
Marketing Customer Service Billing Collection Enrollment
Data Management
Payment
Integrated Toll-Free Number Payroll Deduction Paper Fulfillment System of Record
Reconciliation
Individual/Ported Electronic Funds Comprehensive
Personalized Advanced IVR Web Functionality
Population Transfer Reporting
Group/Individual Credit Card Census File Service Level
Award-Winning Web Integration
Billing Transactions Management Reporting
Marsh U.S. Consumer provides services that augment the capabilities of our clients.
New lines of business that benefit from our speed-to-market capabilities when fast-growing
„„
businesses experience demand that exceeds capacity
Stable blocks of business utilize our platforms to access new technologies, achieve improved
„„
efficiencies, and transition from high fixed cost to variable costs
Closed books of business that require tighter cost management benefit from our discipline and
„„
efficiencies
At Marsh U.S. Consumer, our best-practice business processes deliver distinctive value. Every day,
our core activities are focused on customer service via face-to-face meetings, call centers, or on
the Web — disbursing benefit payments, enrolling participants, designing plans, pricing products,
marketing, selling, and consulting with clients.
With heavy investments in training, licensing, and technology, the quality of our services
exceeds that of the typical third-party administrator. We strive to stay current on the various
trends and details of compliance and regulation. Our capabilities include sophisticated scanning
technology, cutting edge tracking, automated adjudication, and a state-of-the-art check writing
and distribution system.
„„ answer over 3 million calls annually
We
„„ average response time is 10 seconds
Our
„„ resolve 95 percent of all issues on the first call
We
„„ maintain one of the lowest call abandonment rates in the industry at less than 1 percent
We
Businesses benefit from our scale, size, industry knowledge, and expertise. All programs are
delivered with quality, efficiency, and cost-effectiveness, while assuring creativity and innovation
in marketing, communication, technology, call center services, Web solutions, and back-office
administration.
6

7. Marsh U.S. Consumer
BPO Solutions for the Insurance Industry
With Marsh you get more than business process
outsourcing — you get a business performance
optimization solution that improves your bottom
line with enhanced product design, marketing,
communication, and sales support to optimize growth.
Comprehensive Administration and Program Management
Marsh U.S. Consumer embraces the Six Sigma quality assurance
„„
program
-„Multiple Six Sigma Black Belts
-„ Project Managers have professional designations
All
Proven technologies and processes streamline the
„„
implementation and management of customized solutions
Structured, time-tested client on-boarding methodology
„„
improves speed to market
Our greatest value is
the ability to deliver
consistent, high-quality
service that can support
any size insurer and
is scalable to support
our clients’ aggressive
growth strategies.
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8. For More Information
Dennis Mulligan
Managing Director
Marsh U.S. Consumer
Two Logan Square, 21st Floor
Philadelphia, Pennsylvania 19103
Office: 215-246-1183
Cell: 215-370-6822
E-mail: Dennis.Mulligan@MarshPM.com
Visit us on the Web at:
www.marsh.com
The information contained in this publication provides only a general overview of subjects covered, is not intended to be taken as advice
regarding any individual situation and should not be relied upon as such. Insureds should consult their insurance and legal advisors
regarding specific coverage issues.
Statements concerning legal matters should be understood to be general observations based solely on our experience as insurance
brokers and risk consultants and should not be relied upon as legal advice, which we are not authorized to provide. All such matters should
be reviewed with the client’s own qualified legal advisors in these areas.
Marsh is part of the family of Marsh & McLennan Companies, including Guy Carpenter, Mercer, and the Oliver Wyman Group (including
Lippincott and NERA Economic Consulting).
Marsh’s Association, Employer Benefits, Sponsored Program & Franchise, and Business Process Outsourcing businesses are a service
of Seabury & Smith, Inc. Arkansas Insurance License #245544. In California d/b/a Seabury & Smith Insurance Program Management,
California Insurance License # 0633005.
Copyright 2011 Marsh Inc.
BPO-BR-857
All rights reserved.
Revised: 8/19/11