Client Success -
Insurance
How a Leading P&C Insurance Provider Scaled Flexible, Cost-Efficient Customer Support in the Philippines
Philippines-based agents
Flex to unexpected volume
Overall estimated cost savings
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Overview
A leading national property and casualty (P&C) insurance provider needed a scalable offshore customer service solution that could improve cost efficiency while supporting unpredictable policyholder demand.
Liveops expanded the client’s customer service operation to the Philippines, creating a dependable source of capacity for evolving insurance support needs.
The delivery model helps the client respond to weather-related events, accident activity, claims volume, and shifts in internal capacity while providing access to experienced, English-speaking customer service talent.
Key challenges
Customer demand in the P&C insurance industry can shift quickly. Storms, catastrophe events, accident spikes, property claims, seasonal changes, and internal staffing fluctuations can all place sudden pressure on service operations.
The client needed a solution that could:
- Expand customer service capacity without significantly increasing costs
- Flex quickly when unexpected volume exceeded forecasts
- Provide consistent support during storms and other high-demand events
- Access experienced talent capable of handling complex policyholder interactions
- Protect service continuity as operational needs changed
- Integrate offshore delivery into an established customer service operation
- Scale without sacrificing service quality or customer trust
The Liveops solution
A dedicated Philippines delivery model
Liveops established a dedicated Philippines-based operation designed around the client’s evolving customer service needs. The offshore model provides dependable support for both day-to-day policyholder interactions and periods of increased demand.
Flexible support for unpredictable demand
Liveops built flexibility into the program so the client could adjust coverage as contact volumes changed. This helps the operation respond to severe weather, accident activity, property claims, catastrophe events, and other unexpected shifts in policyholder demand.
Access to quality global talent
Through its Philippines delivery model, Liveops connected the client with experienced, English-speaking customer service professionals equipped to support important insurance interactions with empathy, accuracy, and professionalism.
An integrated extension of the client’s operation
Liveops aligned the Philippines program with the client’s established processes, service requirements, and broader customer experience strategy. As the client’s needs evolved, Liveops continued adapting the solution to support new priorities and changing volume patterns.
The end result
Backed by a 13-year strategic partnership, Liveops helped the client establish a scalable and cost-efficient offshore customer service operation with 188 Philippines-based agents.
The program can flex to approximately 150% to accomodate unexpected volume increases delivering estimated cost savings of approximately 50% compared to U.S.-based delivery.
The result is a more resilient customer service model that can quickly adapt to changing demand, protect operational continuity, and support policyholders when service needs are at their highest.
Why choose Liveops for insurance?
flexibility to expected or unexpected events
Routing attributes API & automated license management
ensured compliance, optimized agent availability, and reduced license costs by 30%
years of deep insurance industry experience
Key takeaways
Flexible capacity for unexpected demand
The Philippines operation can flex to approximately 150% when storms, claims activity, or other events drive sudden volume increases.
Quality global talent at a lower cost
Experienced Philippines-based agents provide dependable, English-speaking support while delivering estimated cost savings of approximately 50% compared to U.S. delivery.
A scalable solution built to evolve
Backed by a 13-year partnership, the 188-agent operation continues to adapt to the client’s changing customer service needs and business priorities.
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