Client Success -
Insurance, Nearshore, Offshore, Onshore
How a Leading Property and Casualty (P&C) Insurance Provider Scaled Customer Support Across the U.S., Mexico, and the Philippines
partnership
Flex to unexpected volume
Faster speed to proficiency
Share
Overview
A leading national property and casualty (P&C) insurance provider has partnered with Liveops for more than 13 years to support customer service operations, storm-related demand, and evolving business needs.
To increase flexibility, expand language support, and improve cost efficiency, the client evolved from a U.S.-only model to a multi-location strategy spanning the United States, Mexico, and the Philippines.
Today, Liveops combines U.S.-based continuity, bilingual nearshore support from Mexico, and scalable offshore support from the Philippines to help the client manage changing demand, control costs, and rapidly flex capacity during storms, catastrophe (CAT) events, and other unexpected volume surges.
Key challenges
Insurance support demand can change quickly.
Storms, accident spikes, seasonal fluctuations, property claims activity, and internal staffing changes can create significant pressure on service operations.
The client needed a partner that could:
- Support policyholders through weather-related events, auto accidents, and other P&C insurance needs.
- Support growing customer service demand across multiple regions
- Expand bilingual capabilities for Spanish-speaking customers
- Flex rapidly during storms and unexpected volume surges
- Improve cost efficiency while improving service quality
- Scale operations quickly across multiple geographies
- Maintain service continuity during internal staffing fluctuations
- Accelerate readiness for newly launched support programs
The Liveops solution
A Multi-Location Model Built for Flexibility
Liveops supports the client through an integrated global delivery model spanning the United States, Mexico, and the Philippines. Together, these locations provide bilingual support, scalable capacity, operational continuity, and the flexibility to adapt to changing customer demand.
Rapid Scaling and Faster Readiness
Insurance demand can shift quickly due to storms, accident activity, and other unexpected events. Liveops helped the client flex to approximately 150% of unexpected volume while maintaining service coverage and customer support continuity.
To strengthen bilingual support, Liveops launched the Mexico program in just four weeks. Agents reached proficiency approximately 50% faster than expected, helping the client scale quickly while maintaining service quality.
Cost-Efficient Global Delivery
By combining onshore, nearshore, and offshore support, the client gained greater flexibility while improving cost efficiency.
Compared to U.S.-only delivery, Mexico support provides an estimated 30% cost savings, while Philippines support delivers an estimated 50% cost savings. This balanced approach helps the client optimize costs while maintaining service quality, scalability, and customer experience.
The end result
Liveops helped the client build a flexible customer service model spanning the United States, Mexico, and the Philippines.
The result is a more resilient operation capable of scaling quickly, supporting multiple languages, and adapting to changing business conditions across P&C insurance operations.
13-year partnership
Long-term support across evolving customer service needs, weather-related demand, catastrophe response, and operational changes.
Multi-location delivery model
Integrated support across the U.S., Mexico, and the Philippines.
4-week Mexico launch
Rapid deployment of bilingual nearshore support.
200+ Global agents
Scalable global capacity supporting operational flexibility.
150% flex to unexpected volume
Support for weather events, volume spikes, and changing operational requirements.
30% estimated cost savings through Mexico
Nearshore delivery provides a more cost-effective option compared to U.S.-only operations.
50% estimated cost savings through the Philippines
Offshore delivery supports significant operational efficiency.
50% faster speed to proficiency
Mexico agents achieved readiness approximately twice as fast as expected.
88%+ inspection scheduling performance
Helping customers move quickly through post-accident inspection and service processes following vehicle damage claims.
Many organizations evaluate onshore, nearshore, and offshore customer service options independently.
This client demonstrates the value of combining all three.
By leveraging the strengths of the United States, Mexico, and the Philippines together, P&C insurance providers can create a more flexible, resilient, and cost-effective customer service model that adapts to changing customer demand without sacrificing quality or customer trust.
The result is a smarter approach to scaling customer experience operations across multiple geographies.
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
Proven long-term partnership
13 years supporting evolving customer service and P&C insurance operations.
Multi-location flexibility
Integrated support across onshore, nearshore, and offshore delivery models.
Rapid scaling capability
Flexed to approximately 150% of unexpected demand.
Strong bilingual support
Mexico-based agents help support growing Spanish-language customer needs.
Cost-efficient service delivery
Estimated savings of 30% through Mexico and 50% through the Philippines.
Faster readiness
Mexico agents reached proficiency approximately 50% faster than expected.
Explore our insurance service offerings
Take your customer experience to the next level with a global-ready contact center solution that scales with your business.
Get in touch today to learn more about Liveops’ Insurance industry contact center solutions!