Policyholder Services

Stop Ghosting Your Policyholders

Unengaged customers don’t tend to remain customers for long. To improve policyholder satisfaction and retention, you need to boost policyholder engagement. Our policyholder services facilitate stronger policyholder relationships.

Support for ALL of Your Policyholders

Whether they’re brand-new customers or they’ve been with you for years, your policyholders expect to be able to reach someone when they have a question or problem.

We offer:

  • Inbound and outbound policyholder support services
  • Multilingual, 24/7 access
  • Raw, motivated talent that can be quickly trained to represent your brand and understand your processes

Increased Contact for Stronger Relationships

Many insurers only interact with their policyholders when the policy is up for renewal or when there’s a claim. But what about the rest of the time? If your policyholders rarely hear from you or have a hard time reaching you, they might not feel like they’re getting their money’s worth. If they need new coverage, you might not be the company that comes to mind first. Loyalty doesn’t develop without strong relationships, and that requires ongoing contact.

Examples of the types of support we provide:

  • Customers who need help finding or accessing policy documents
  • Claimants who need to report a claim
  • Customers who cannot be adequately supported by your chatbot
  • Appointment setting for your in-house agents

A Win-Win for You and Your Customers

Your customers need to be able to reach someone whenever they have a question, but that level of support requires a large team. By outsourcing some or all of your policyholder services, you can deliver the level of service your customers demand without worrying about how you’ll find more employees.

When you work with us, you gain:

  • A long-term partnership that provides consistent and reliable results
  • A way to scale your company without hiring more employees
  • A competent nearshore team that you can call on when you want to expand, or add products and services.

FAQ

Will policyholders receive a consistent experience?
Yes, when you use our services, your policyholders will still receive a consistent experience that upholds your company’s brand promise. Our representatives are motivated to learn your best practices and service protocols and to achieve your KPIs. You should plan to onboard, train and measure their performance using the same practices you use with your in-house team.
What is nearshore outsourcing?
Nearshore outsourcing is a subtype of offshoring. In traditional offshoring, services are often located in faraway countries. While this may result in some cost-savings, it also makes training and oversight difficult. With nearshore outsourcing, services are located in nearby countries. This approach still provides considerable cost savings, and the proximity facilitates better oversight.
What if our needs change in the future?
We want to be your long-term partner, not a short-term fix. In support of this goal, we are willing to grow with you and adapt to your needs. You can customize the services you use, and if your needs grow, decrease or otherwise change, we’ll work with you to ensure you always receive exactly the support you need. You also don’t have to worry about long-term contracts that make adapting the size of your workforce cost prohibitive. We never lock you into a long-term contract, but the majority of customers stay with us for years because we are an agile, flexible partner.

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