Changes in policy, increased regulation and the growth of new technologies have resulted in a significant shift in the way the insurance industry engages with its customers. Today’s consumers expect immediate access to their insurance provider via a range of online and offline channels to find out information and advice about their insurance products.
Many companies have had to completely rethink their processes, products and systems to meet these changing customer requirements. Firstsource has helped some of the largest insurance providers navigate this landscape, helping providers transform their processes and develop new channels to ensure they continue to deliver the best possible customer experience.
We have extensive experience in insurance, particularly within the pensions and general insurance sectors and provide the resources and expertise to support sales, policy setup, policy account servicing, mid-term adjustments, renewals and retention.
Alongside this, we comprehensively manage claims handling transactions including claims management, adjudication, remediation and fulfillment. Our flexible resource models, onshore, offshore and ‘right-shoring’ – a blend of the two – support multi-channel engagements such as email, webchat, in-bound and out-bound activities.
To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity, with specific goals around delivering increased capacity in customer management and back office processing operations. Firstsource worked closely with the client to help achieve improved customer experience, increased cross-sales and reduced costs.
increase in cross-sales of ancillary products
improvement in customer experience, measured via customer satisfaction scores
reduction in operational turnaround time
One of the key challenges faced by the client was to process consumers’ complex claim applications and they approached Firstsource to help overhaul their claims processes. Firstsource identified a number of opportunities and solutions around improving training and operational infrastructure, while identifying value-add activities that delivered a reduced claims turnaround time and lower cost to serve.
reduction in average turnaround time
reduction in complex claims backlog, in record time
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology