ICS Insure connect services
Outsourcing Insurance

The Pros and Cons of Outsourcing, Insourcing, and Co-Sourcing Insurance Administration Functions in the Australian Broker Market

Like many other sectors, the insurance industry in Australia faces continuous pressure to optimize operations, reduce costs, and improve customer service. This is particularly true for brokers juggling administrative efficiency with exceptional client service. In this context, deciding whether to use insource or co-source insurance administration functions can be pivotal. Here’s an exploration of the pros and cons of each approach to help brokers make informed decisions.



  • Cost Efficiency: Outsourcing can significantly reduce operational costs. By transferring administrative duties to third-party providers, brokers can avoid the expenses associated with full-time staff, such as salaries, benefits, and training.
  • Access to Expertise: Outsourcing firms often have specialized knowledge and technology, offering brokers access to top-tier expertise and the latest industry innovations without direct investment.
  • Scalability: It provides flexibility to scale operations up or down based on business needs without the logistical and financial burdens of hiring or laying off staff.


  • Less Control: Handing administrative tasks to an external party can lead to reduced control over those functions and potentially affect the quality of service.
  • Dependency Risks: Relying on an external company can pose risks, especially if the outsourcing provider faces downtime or financial difficulties.
  • Cultural and Communication Barriers: Particularly if outsourcing overseas, differences in language and work culture can lead to misunderstandings and errors.




  • Control and Integration: Keeping administration in-house allows for better control and integration of processes. It also ensures that the staff fully aligns with the company’s culture and improves Risk Management. Insourcing reduces dependency on third parties, which can lower operational risks and enhance data security, particularly sensitive client information.
  • Employee Development: It allows for the development of a dedicated, skilled workforce that can contribute to various aspects of the business over time.


  • Higher Costs: Insourcing typically involves higher costs related to recruiting, training, and maintaining employees, along with the necessary technology and infrastructure.
  • Less Flexibility: Scaling operations up or down quickly can be challenging and costly when relying solely on in-house resources.
  • Resource Intensity: Maintaining all operations internally can stretch resources thin, especially for smaller brokers who might not have the bandwidth to manage all administrative tasks effectively
  • Resource Shortage: A significant skills shortage of qualified and experienced back-office staff in the market leads to inflated costs and rolls remaining vacant.


Traditionally, Co-Sourcing is considered a blend of outsourced and insourced resources, but ICS’s unique model combines the two. We provide remote resources that are part of your team and have declared them to your team. They work as an extension of your team as if they were in your office. It’s the following step: solving skills and scaling issues while getting all the cost improvements.


  • Balanced Approach: Co-sourcing allows brokers to blend the benefits of outsourcing and insourcing. It lets them control critical processes while leveraging external providers’ expertise and technological advantages.
  • Flexibility and Scalability: This model provides flexibility to manage fluctuating workloads and scale operations without having to go through lengthy and cost recruitment processed
  • Cost Efficiency: This is the most economical solution available, as we reduce staff costs by mitigating nearly all your onsite operational costs.
  • Simplify management: the broker is always in charge as ICS resources report to the relevant manager in the organization structure


  • Remote workers: Some brokers might see this as a challenge in our solution until they see it working. That’s why ICS offers a trial program to prove our solution’s effectiveness before brokers commit.

Choosing the suitable model depends on the brokerage’s specific needs, size, and strategic goals. Outsourcing can offer cost savings and expertise, insourcing can safeguard control and cultivate a loyal workforce, and co-sourcing can provide a balanced solution with flexibility. Brokers must weigh these factors carefully to determine the best approach for their operations, considering both short-term needs and long-term growth objectives in the Australian market.

About ICS

Insure Connect Services (ICS) offers specialised administrative outsourcing services for the insurance industry. With over 25 years of experience, we provide skilled global talent for tasks like policy administration, claims handling, and customer service, primarily using a remote team from South Africa. Unlike other traditional outsourcing providers, this geographical setup allows us to offer services at a significantly lower cost with significantly higher skill sets. The tour model makes our staff part of your team and increases business efficiency by enabling insurance brokers to focus on their core activities while ICS handles the administrative functions.