Insurance BPO

Overview

What we deliver

We provide outsourced policy servicing, claims intake, and customer support for insurance carriers, MGAs, and brokers across personal and commercial lines.

We operate insurance BPO services for carriers, MGAs, agencies, and brokers covering policy servicing, claims intake, billing support, and customer service. Our licensed and unlicensed agents handle quote follow-up, endorsement requests, certificate issuance, first notice of loss, claims status calls, and renewal outreach across voice, email, and chat. We work inside your policy admin and claims systems and follow strict compliance, privacy, and disclosure standards across every interaction. Coverage spans extended hours and 24×7 claims intake because losses happen any time. We document every call, route complex matters to your underwriters or adjusters, and report weekly on service levels, NPS, and contact drivers. The result is a back office that handles routine volume reliably, frees your licensed staff for advisory work, and keeps policyholders informed at every step from quote to claim resolution.

Fit Check

Built for teams like yours

Who it's for

Insurance carriers
Managing general agents
Independent agencies
Brokers and wholesalers
Insurtech platforms

Pain points we solve

High call volume during renewals
Slow claims intake
Manual certificate and endorsement work
Inconsistent service quality
Limited after-hours claims coverage

What's included

Capabilities

Everything we cover in this engagement.

Policy servicing and endorsements
First notice of loss intake
Claims status and follow-up
Quote follow-up and binding support
Certificate of insurance issuance
Billing and payment inquiries
Renewal outreach and retention
Compliance and call documentation

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Compliance scoping

We review licensing needs, privacy rules, and required disclosures.

02

Systems integration

We connect to your policy admin, claims, and CRM platforms.

03

Agent training

We train and license agents on your products and procedures.

04

Go live

We launch defined queues and ramp coverage by line of business.

05

Audit and improve

We run QA, compliance audits, and weekly service reviews.

What you get

Deliverables & outcomes

What you get

Trained and licensed agent pod
Compliance and QA framework
Claims intake playbook
Certificate issuance workflow
Weekly service and NPS report
Call recordings and audits

Outcomes you can expect

Faster claims intake
Higher policyholder NPS
Lower cost per servicing call
Better renewal retention
Stable 24x7 claims coverage

Timeline

Live in 6 to 8 weeks

Engagement

Monthly retainer, Project, Sprint

Tools we use

Guidewire, Duck Creek, Applied Epic, EZLynx, Salesforce Financial Services Cloud

KPIs we track

Average handle time, first contact resolution, NPS, FNOL cycle time, renewal retention

Client stories

What clients say

"

We were drowning in tier-one tickets about password resets and appointment changes. They built a deflection layer on top of our help desk and kept their agents in the loop for anything sensitive. Volume to humans dropped 58 percent in two months and our patient NPS held steady. The hybrid handoff is the part most vendors get wrong. They did not.

P.M.

"

Two weeks before our seed round we still did not have a defensible model. Their fractional CFO rebuilt our three-statement forecast, pressure-tested the assumptions, and walked me through every line before the partner meeting. We closed 1.4M on the terms we wanted. The investor specifically called out how clean the financials looked compared to the last five decks she had seen.

Hannah B.

Proof