BACKGROUND When Aegon made the decision to outsource the servicing of its protection business, it was faced with the complex challenge of shaping that outsourced service to be self-contained whilst still ensuring the smooth flow of processing with retained functions. It was a challenge that required a complete and rigorous understanding of the whole operation but which could be presented simply enough to engage a broad range of potential suppliers quickly. ALTUS ENGAGEMENT Having previously invested in customised Altus models to provide a detailed view of the component parts of its UK business, it made good sense for Aegon to reuse these models to shape the protection outsource deal. With a one-page summary picture built on comprehensive models of almost 2000 information f

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