Client Success -
Insurance
Meeting Customer Needs During Unplanned Natural Disasters for a Top Five National Insurance Company
12
Year Partnership
65%
Flexibility
50k
Hurricane Sandy Calls Handled
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Overview
n 2010, a series of severe ice storms swept across multiple states served by a top five national insurance company. The resulting surge in call volume overwhelmed the company’s existing customer service operations. With no way to predict the magnitude of these crises or hire staff quickly enough to meet the demand, the insurer faced a serious challenge—how to provide immediate, reliable customer support in moments of crisis without maintaining an excessive permanent workforce.
Natural disasters introduce unique customer service challenges. These events unfold rapidly, leaving little time for preparation, and often drive call volumes beyond what traditional staffing models can handle. The people calling are often frantic, highly emotional, and dealing with personal loss. These moments define an insurance company’s reputation, making timely and empathetic service essential.
Key Challenges
The insurance company initially considered expanding brick-and-mortar call centers and hiring more employees to address demand surges. However, this approach had several limitations:
- Geographic vulnerability: Physical call centers in disaster-prone regions could be directly impacted by the very events driving the increased call volume, leading to outages and reduced availability.
- Inefficiency of permanent staffing: Hiring full-time employees to handle sporadic spikes in call volume was not sustainable. Recruiting, onboarding, and maintaining a surplus workforce for unpredictable events was impractical and costly.
- Speed of response: Traditional hiring processes could not keep pace with the urgency of natural disasters, where immediate support is critical.
To maintain service excellence while accommodating unpredictable demand, the insurance provider needed a scalable, resilient solution that could provide highly skilled agents—without the limitations of a fixed workforce.
The Liveops Solution
Liveops provided a flexible, remote network of agents capable of quickly adapting to surges in call volume. With agents distributed across multiple regions, Liveops ensured uninterrupted customer service during disasters, even when local infrastructure was compromised.
These agents specialize in first notice of loss (FNOL) calls, assisting customers from the moment disaster strikes through the resolution of their claims. Equipped with extensive certification on the insurance company’s brand and policies, they provide empathetic, knowledgeable service—ensuring customers receive the support they need during high-stress situations.
One agent, Daniel, shared his experience assisting customers during Hurricane Ida:
“Having experienced and weathered many hurricanes in my life, I was eager and ready to assist customers in need. I was glad to help process Additional Living Expense claims and support those beginning the recovery process. I truly feel for those affected, as I have been there myself. It feels great to be able to help during such a difficult time.”
The ability of these agents to scale their availability during a crisis was a game-changer. Because they are not restricted by rigid schedules, they could increase their hours as needed, allowing for a seamless ramp-up to meet demand. Their commitment to service and expertise in handling complex claims ensured that customers received timely and effective assistance when they needed it most.
The End Result
Over the course of this partnership, Liveops has played a critical role in the insurance company’s disaster response efforts:
- Hurricane Sandy (2012): Liveops surged capacity by 65% over normal volumes, enabling agents to assist nearly 50,000 customers through catastrophic losses.
- Hurricane Ida (2021): Call volume spiked 40%, with 89% of calls answered in under 20 seconds—ensuring swift and effective customer service when it mattered most. Over 73% of certified agents stepped up to take calls, showcasing the power of a scalable, remote workforce.
- Hurricane Henri (2021): Agents responded to another surge in demand, answering 82% of calls within 20 seconds, with 81% of certified agents actively assisting customers.
Liveops has consistently delivered outstanding results, ensuring the insurance provider can manage disasters without compromising service quality.
Beyond natural disasters, Liveops also supported the company through unforeseen industry shifts. In 2020, during the COVID-19 pandemic, lockdowns led to fewer FNOL claims, requiring a rapid ramp-down of resources. Unlike traditional contact centers, Liveops’ remote workforce adapted seamlessly, with agents transitioning to support other clients where demand was higher. Additionally, when the pandemic forced the insurance provider to shift its brick-and-mortar operations to a remote environment, Liveops provided guidance on best practices for implementing remote technology, security measures, and agent engagement strategies.
Through this ongoing partnership, the insurance company has strengthened its ability to respond to unplanned crises while maintaining the highest levels of customer support. The adaptability of Liveops’ network of agents continues to provide a scalable, resilient solution that ensures customers receive timely, empathetic service—no matter what challenges arise.
Why Choose Liveops for Insurance?
300%
Routing Attributes API & Automated License Management
ensured compliance, optimized agent availability, and reduced license costs by 30%
25
Key Takeaways
Long-Term Partnership
12-year partnership between Liveops and the insurance provider, ensuring long-term success and adaptability.
Rapid Response
65% surge capacity in response to unplanned events, enabling rapid response to disaster-driven spikes in call volume.
Quality Performance
Liveops flexed capacity from 40% – 65% during CAT events while maintaining SLAs.
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