Each of us, at one time or another, has interacted with a contact center customer service agent. Online ordering of products and services are typically handled by a contact center. Additionally, your cable and wireless providers utilize a contact center to handle customer inquiries along with an array of other issues. Contact centers have long provided customer support for retailers as well as cable and wireless providers but contact center support now reaches far beyond these industries. You may not realize, but most likely, when you have reached out to your Insurance company, you have been interacting with a contact center that is providing support for your insurance provider.
The Insurance industry as a whole can be a rather volatile one. For example, it is one that is subject to much regulation and it is a highly competitive industry. When it comes to finding coverage, there are literally hundreds of options ranging from huge national brands to smaller, lesser-known brands and even insurance brokers who work with individuals to “broker” the best rates by sometimes combining coverage from more than one provider.
Because of this highly competitive industry, it is essential that insurance providers offer exceptional service that quickly and effectively meets and/or resolves the need of the customer. If a customer feels they are not being well-served by their provider they can quickly and rather easily move on to a competitor. In addition to heavy competition, many Insurance companies have found that maintaining an in-house contact center is not cost-effective. Hiring and training a staff of employees requiring salaries and benefits has proven to be very costly, especially “on-shore”. Furthermore, in recent years, there has been an increasing need for customer service agents to be bilingual in order to serve the growing Hispanic market. For these reasons, Insurance companies have increasingly outsourced a number of functions to contact centers. This allows them to remain competitive with their services while giving attention to their own growth and profitability.
Below is a list of common functions Insurance companies outsource to contact centers:
At Centris, our bilingual, near-shore contact centers have been providing support to multiple industries for more than two decades. Our Insurance Case Study details how Centris partnered with an Auto Insurance company in an effort to support their Hispanic customer base, improve the customer experience and cut costs for the provider. Read our case study to learn more about our solutions and the results we delivered to the provider.
Insurance support often requires fast response, careful documentation, and clear communication with policyholders during stressful moments. A nearshore contact center can help insurers manage recurring service needs while giving internal teams more time to focus on underwriting, claims decisions, and strategic operations.
First Notice of Loss is one of the most important customer touchpoints in the insurance lifecycle. Trained agents can collect initial claim details, verify required information, document next steps, and route the case to the appropriate claims team.
Insurance questions often involve sensitive financial or personal information. Bilingual English and Spanish support helps policyholders understand coverage, billing, claims status, and next steps without unnecessary confusion or translation delays.
Weather events, regional emergencies, and seasonal claim spikes can create sudden volume surges. Outsourced support gives insurance companies flexible capacity to respond quickly without overbuilding an internal team for peak periods only.
In addition to phone support, insurance contact centers can help with document collection, appointment setting, payment questions, live chat, email support, and administrative follow-up.
If you are looking to outsource insurance back-office functions or policyholder support, contact Centris. You can also explore our insurance BPO solutions.
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