Insurance Answering Services

Can you provide 24/7 claims support?

Yes. Claims can happen at any time, and policyholders expect immediate assistance, especially in emergencies. Our service operates 24/7, 365 days a year, ensuring your customers always have access to professional support.

How do you verify policyholder details and eligibility?

We access your policy database (if integrated) or follow a verification script to confirm policyholder identity and coverage. Our call handlers ensure that only valid claims are processed, reducing fraudulent activity and ensuring compliance.

How does your service ensure client confidentiality?

We are fully GDPR compliant and dedicated to securely handling customer and policy data. Our procedures ensure that sensitive information remains protected at every interaction.

How do you manage first notification of loss (FNOL)?

We follow your structured FNOL process, ensuring all key details are captured accurately, including:

• Policyholder information
• Date, time, and location of the incident
• Damage descriptions and supporting evidence
• Witness details, if applicable

This ensures claims are initiated correctly from the outset, reducing errors and delays.

Can you integrate with our claims management system?

In most cases, yes. If your system allows external access, we can log claims directly into your CRM or claims platform. Alternatively, we can provide structured reports via email or secure file transfer, ensuring seamless data flow.

Can you escalate complex claims to our internal team?

Yes. We categorise claims based on complexity, urgency, and policy terms. Routine claims can be fully processed by our team, while complex cases—such as disputed liability or high-value claims—are escalated to your in-house specialists.

Can you handle all types of insurance claims?

• Motor Insurance – First notification of loss (FNOL), accident reports, claims updates
• Home Insurance – Damage assessments, emergency call-outs, claims processing
• Business Insurance – Commercial property damage, liability claims, business interruption
• Health & Medical Insurance – Policyholder enquiries, claim authorisations, medical expense approvals
• Travel Insurance – Emergency assistance, lost baggage claims, trip cancellations
• Public Liability & Professional Indemnity Insurance – Incident reporting, legal claims handling
• Pet Insurance – Veterinary claim submissions, policyholder queries

Our call handlers can be trained to understand the unique requirements of each of your policy types, ensuring your customers receive accurate and efficient service.

How do you handle sensitive or high-stress client calls?

Our call agents are trained in providing compassionate communication, ensuring claimants and policyholders receive calm, professional support - even in high-pressure situations.

Can you assist during peak claim periods (e.g., floods, storms)?

During high-claim periods, our call handling service ensures no call goes unanswered, helping your team stay focused on processing claims efficiently.

What are the cost benefits of outsourcing claims handling?

Outsourcing to a insurance answering service is significantly more cost-effective than managing claims calls in-house. You benefit from:

• Reduced staffing costs – No need for full-time salaries, training, or holiday cover
• Scalability – Handle fluctuating call volumes without overstaffing
• Improved efficiency – Free up your in-house team for complex cases
• 24/7 availability – No additional cost for out-of-hours coverage

Many insurance firms find that outsourcing reduces operational costs while improving customer experience.

Will policyholders know they’re speaking to an outsourced provider?

Not unless you want them to. Our team answers calls in your company’s name, using your unique scripts and procedures, so policyholders receive a seamless brand experience.