Insurance call center solutions for modern insurers

older man reviewing a document while speaking on the phone at home

From daily claims to disaster response, we’ve got you covered

Policyholders count on you during life’s pivotal moments—from a fender-bender to a catastrophic weather event. Liveops supports outsourcing for insurance companies with a remote  domestic and global network of experienced customer-care professionals who handle each interaction with empathy, speed, and accuracy.

Whether you need rapid First Notice of Loss (FNOL) intake during a hurricane or licensed sales coverage during open enrollment, our flexible outsourcing model and precision scheduling lets you expand or contract support exactly when demand shifts—maintaining service levels and protecting your brand reputation.

300%+

Flexibility

25years

Of insurance industry experience

34%

Reduction in AHT

Liveops provides business process outsourcing for the insurance industry through a variety of services

  • Lead generation and sales support
  • Open enrollment support
  • First Notice of Loss (FNOL) support
  • Claims status and documentation assistance
  • Licensed new-policy sales and renewals
  • Omnichannel policyholder service
  • Business-continuity coverage during CAT events
tornado forming over an empty road, with one side of the sky glowing orange from sunset and the other side dark with lightning strikes.

Case study | insurance

How liveops supported insurance clients during hurricane-driven call surges

When a top-5 national insurer faced hurricane-driven call spikes, Liveops expanded capacity by 40 to 65% in less than 48 hours, keeping SLAs intact and abandonment rates low throughout the aftermath of the storm. This is what an effective insurance outsourcing process looks like when surge response, staffing, and quality controls are already operationalized. 

Read the case study

Tailored insurance call center solutions

Liveops understands that no two insurance segments are alike. That’s why we tailor our insurance call center solutions to meet the specific demands of each line—delivering scalable, high-quality service for everything from P&C claims to open enrollment.

If you’re evaluating partners that specialize in outsourcing for insurance companies, then look no further. Liveops aligns support to your workflows, compliance needs, and customer expectations across every interaction type. Whether you need licensed sales support, FNOL intake, or empathetic claims handling, we’ve got you covered. 

Property and casualty

  • Rapid FNOL intake
    The agents in our network collect loss details quickly and accurately to jump-start the insurance claims process.
  • CAT-event surge support
    Scale capacity instantly during hurricanes, wildfires, and other catastrophic events while keeping KPIs on track.
  • Ongoing policyholder care
    Provide year-round guidance on insurance coverage, deductibles, and repairs—building lasting customer loyalty.

Life and health

  • Licensed policy sales
    Connect customers with licensed agents for life and health insurance policy purchases, upgrades, and onboarding.
  • Claims support and eligibility
    Guide members through claims, eligibility questions, and understanding benefits with empathy and accuracy.
  • Renewals and member services
    Offer high-touch renewal assistance, policy updates, and plan comparisons to improve retention and satisfaction.

Specialty lines

  • Niche policy expertise
    Support for unique products like pet insurance, travel insurance, or cyber liability—backed by agents with relevant experience.
  • Flexible on-demand coverage
    Scale your contact center support during seasonal shifts, product launches, or incident-specific spikes.
  • Sensitive claims handling
    Ensure high-emotion claims (e.g., life or identity theft) are managed with professionalism, empathy, and precision.

Open enrollment

  • Scalable licensed support
    Deploy licensed sales agents during high-demand windows to assist with plan selection, applications, and product comparisons.
  • Multichannel enrollment help
    Meet customers where they are—via voice, chat, or email—to ensure smooth enrollment with minimal friction.
  • Peak season readiness
    Rapidly expand or contract your support team to meet fluctuations in volume without compromising quality or compliance.

Lead generation

  • Certified sales support
    Connect prospective policyholders with agents who have completed client-specific certification—ready to guide customers through plan options, eligibility, and enrollment.
  • Omnichannel lead capture
    Engage and convert leads across channels—from inbound calls and web forms to chat and social media—without losing momentum.
  • Conversion-ready coverage
    Quickly scale with experienced agents who identify qualified prospects, nurture interest, and help close policies efficiently during high-demand periods.
Quote What OUR clients say
Liveops has remained flexible to meet our needs, whether supporting a group of 15 or over 300. They have proven to be a responsive, flexible, and quality business partner over this time.
CX Program Leader, Insurance Client
Quote What OUR clients say
Having experienced and weathered many hurricanes in my life, I was eager and ready to assist customers in need. I truly feel for those affected as I have been there myself. It feels great to be able to help in a very difficult time for so many.
Customer Service Agent, Insurance Client
Quote What OUR clients say
Liveops fits seamlessly into our business operations. We treat them like another center in our network, and they deliver with the same cadence and performance expectations.
CX Program Leader, Retail Client

Related resources

Frequently Asked Questions (FAQs)

What is the insurance outsourcing process?

The insurance outsourcing process typically starts by identifying which workflows to delegate (for example, FNOL intake, claims support, policy servicing, or licensed sales). From there, teams define success metrics and escalation paths, align on compliance requirements, complete knowledge transfer, run a pilot, and then scale coverage based on performance and volume needs. 

What types of work are most commonly included in business process outsourcing for the insurance industry?

Common BPO functions include policy administration and servicing, claims support (including FNOL), customer inquiries, underwriting support, and licensing or compliance-related operational work. The best fit depends on where you have volume variability, backlog risk, or specialized skill requirements. 

How does outsourcing for insurance companies help during catastrophic events and surge volume?

A well-designed surge plan is a major reason insurers outsource. Partners can add capacity quickly during hurricanes, wildfires, or regional events, while maintaining defined service levels, documentation standards, and escalation rules so high-emotion interactions remain accurate and consistent. 

What should we look for in a partner when evaluating outsourcing for insurance companies?

Look for demonstrated insurance experience in your specific lines of business, clear SLAs and quality controls, documented security and data-access practices, and the ability to integrate into your existing systems and workflows. It’s also smart to ask how they handle surge coverage, compliance, and performance reporting. 

How do we protect quality, compliance, and data security in business process outsourcing for the insurance industry?

Start with strict data-access controls, role-based permissions, and clear rules for handling sensitive information. Then layer in compliance oversight, QA monitoring, standardized error taxonomy, and escalation paths for exceptions. The goal is consistent execution that matches your internal expectations, not a “handoff” experience. 

How long does the insurance outsourcing process take to launch, and what does a typical rollout look like?

Timelines vary, but most rollouts follow a repeatable path: discovery and scoping, documentation and knowledge transfer, systems access and testing, a controlled pilot, then a phased scale-up tied to metrics like SLA, QA, and handle time. A phased approach reduces risk and helps lock in process consistency before expanding volume. 

Stop outsourcing, start outsmarting

Join the brands redefining customer experience with Liveops. Empathetic agents, tech-powered delivery, and the flexibility to meet every moment. Let’s talk.

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