Industries
Insurance
Insurers outsource claims and application processes but retain decision authority. The binding constraint is often not commercial but procedural: above a certain size the decision engages the works council, and a poorly run consultation costs more time than any operational change.
Regulatory context
GDPR and the Federal Data Protection Act, supervisory expectations for outsourced functions, and for AI-assisted processing the classification and documentation under the AI Act.
Services that apply
Language profile
Predominantly German with a formal register for correspondence with policyholders and brokers, English for internal systems.
A typical engagement
For a German composite insurer we outsourced claims administration to Poland, with adjudication authority retained by the insurer. The determinant was supporting the works council consultation: delivery model, data protection position and employment impact were supplied in writing and in German. The consultation completed in nine weeks, against eleven months for a previous attempt.
We deliver this service from our German-language hubs in Poland, Türkiye, Egypt and Uzbekistan at CEFR levels B1 to C2. Poland sits inside the European Economic Area, so no third-country transfer arises. Türkiye, Egypt and Uzbekistan are third countries, each secured through the EU Standard Contractual Clauses with a transfer impact assessment and documented supplementary measures. Exactly where delivery happens is agreed with you per engagement and set out in the open.
Sector metrics
- Claims administration cycle time
- Complaints about status visibility
- Duration of the consultation process
Frequently asked questions
- Does the provider make claims decisions?
- No. Coverage and settlement decisions remain entirely with the insurer. We handle first notification, documentation processing, file preparation and status communication.
- How do you support works council involvement?
- We supply the documentation a consultation actually needs, in writing and in German. We do not advise on co-determination obligations, which is for your lawyers, but we make sure you can run the process well and quickly.
- Where is the data processed?
- For claims data we deliver from Poland, intra-EU and with no third-country transfer, which removes an early works council concern from the outset.
Let us talk about what you need.
Tell us which function you want to outsource, in which languages and at what scale. You get a substantive answer rather than a brochure.
We answer every enquiry within six hours.