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2009 Annuity Operations Book of Metrics: Executive Summary


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Structured discipline — in all functions — is a critical part of effectively managing costs.

Despite their best efforts, annuity executives still struggle to manage their expenses and gain meaningful unit cost reductions, according to Deloitte’s Global Benchmarking Center.

Since 1995, the Annuity Contract Expense Study (ACES) has offered extensive research about annuity back-office operations. This study provides comparative analysis widely used by top insurance executives to benchmark expenses for operations, administration, and information technology (IT). Topics studied include efficiency, effectiveness, key trends, use of technology and business performance.

This report, summarizing results from our 2009 study, provides insight in areas most critical to insurance executives:

  • Marketing, product, and distribution
  • New business
  • Customer service
  • Information technology
  • Corporate overhead

Download the report below.

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