Sutherland Global
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    • Carrier Delivers 40% Cost Savings and 30% Faster Conversions with TPA Edge

    Using Sutherland’s TPA EDGE, the carrier cut unit costs by 40%, accelerated conversions by 30%, reduced leakage by 15-20%, and improved NPS by 10+ points.

    Industry: Retail & Consumer Packaged Goods | Services: Automation

    Client Overview

    The client, a mid-sized Life and Annuity carrier, provides a diverse range of Life, Annuity, and Health products and is renowned for its unwavering commitment to policyholders, agents, and communities. To modernize and scale, they sought a platform to unify operations, reduce operational risk, and improve speed to market.

    The Challenge

    Fragmented Legacy Systems and Scaling Pressure Limiting Growth

    The client’s landscape was built on siloed systems for underwriting, policy administration, claims, and distribution. Integration was weak, processes were manual, and growth plans were hampered by technical debt. Legacy systems lacked agility, making new product launches costly, slow, and risky.

    Sutherland Solution

    Dual-instance TPA EDGE modernization with conversion + growth engines
    Sutherland implemented TPA EDGE, powered by LIDP Titanium, via a two-instance architecture:

    1. Growth Instance: supports new product launches, modular expansion, and scalable operations.
    2. Conversion Instance: handled migration of legacy business, closed book systems, and policy conversions.

    The platform supports over 1,000 life & annuity product variations out of the box, enabling parallel conversion workstreams. Within the first year, 70% of existing policies were migrated to the target model. Automation, rule engines, and integration layers were embedded to streamline operations, enforce controls, and accelerate time to market.

    The Outcome

    Strategic Modernization Delivers Substantial Savings, Speed and Quality

    With TPA EDGE fully deployed, the carrier reduced unit operating costs by 40%, and improved policy conversion speed by 30%. Claims leakage fell by 15-20%, while suspense rates dropped 20%, improving operational accuracy. The modernization also drove a 10+ point increase in NPS among agents and policyholders. Parallel workflows enabled 100% of new product launches and 70% of policy conversions in year one—laying the foundation for scalable, resilient growth.

    KEY OUTCOMES

    40%

    Reduction in unit operating cost through process optimization and automation

    30%

    Faster policy conversions under the new platform

    15-20%

    Reduction in claims leakage via tighter controls

    20%

    Decline in suspense rates, enhancing operational clarity

    10+

    Point NPS uplift for both agents and policyholders

    Explore How TPA EDGE Transforms Life & Annuity Operations

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