Insurance Support Outsourcing Solutions from the Philippines
Outsource insurance support tasks like COIs, renewals & data entry with a HIPAA-ready, PCI-DSS & SOC 2 certified BPO team. Flexible, secure & scalable—no long-term contracts
Insurance Support KPIs
Email Response Time: 15 minutes
Task Accuracy Rate: 98.6%
Turnaround Time: Same day resolution for 92% of tickets
CSAT: > 94%
Policy Handling Adherence: > 99% on-time task completion
Insurance Service Capabilities
Policy Administration & Updates
- Managing endorsements, coverage changes, renewal entries, and cancellations in AMS360 or EPIC
- Keeping insured contact and policyholder data accurate and current
Email & Inbox Management
- Processing service emails across personal, commercial, and shared inboxes
- Creating suspenses, assigning follow-ups, and routing underwriting requests
Certificate of Insurance (COI) Management
- Generating COIs for vendors, partners, and insureds using PL Rater or custom templates
- Validating coverage and policy details before issuance
Renewals & Payment Processing
-
- Sending renewal notices and letters
- Following up on payments, reminders, and grace periods via secure channels
- Sending renewal notices and letters
Underwriting Support & Documentation Handling
- Uploading, tagging, and tracking underwriter requests
- Accessing carrier portals (e.g., Pekin, Western Reserve) for policy status or document pulls
Claims Support Intake
-
- Creating initial claim records, logging updates, and forwarding supporting documents
- Notifying policyholders of claim requirements or submission timelines
- Creating initial claim records, logging updates, and forwarding supporting documents
Compliance & Portal Navigation
- Monitoring notices for lapses or policy changes across multiple carrier sites
- Accessing Botson Server, Microsoft SharePoint, and Office365 for document retrieval and case history
Service-Level Tagging & Referral Tracking
-
- Organizing service tickets (e.g., M1st referrals, personal/commercial lines) by urgency or case type
- Ensuring accuracy and speed through internal QA before case closure
- Organizing service tickets (e.g., M1st referrals, personal/commercial lines) by urgency or case type
Why Choose SupportZebra’s Insurance Support Outsourcing Services
Insurance-Specialized Teams
Insurance operations demand precision, speed, and unwavering compliance. At SupportZebra, we offer more than just manpower — we deliver insurance-specialized teams that work as an extension of your agency, brokerage, or carrier. From inbound client queries to meticulous policy servicing, we understand what’s at stake with every transaction.
SOC 2 Type 2 & PCI-DSS Certified
We adhere to the highest security protocols for handling customer data, payment records, and policyholder information. Whether it’s PII, payment, or protected health data (in hybrid coverage lines), your systems remain secure under our VDI infrastructure with audit trails, encrypted file transfers, and restricted access.
HIPAA-Aware Operations
For carriers or brokers offering life and health lines, our agents are trained in HIPAA-aligned workflows and meet healthcare-grade privacy standards — especially around underwriting support, renewals, and claims documentation.
Licensed Tools Expertise (AMS360, EPIC, Vertafore)
Our insurance support teams are fluent in core platforms including AMS360, EPIC, Vertafore Rater, SharePoint-based knowledge systems, Outlook, Teams, and secure quoting environments. Training tracks are customized for each agency’s workflow.
Precision-First Culture
Insurance work leaves no room for error. Our team is trained to pay close attention to endorsements, coverage dates, underwriting requests, and document processing. QA systems track TAT, accuracy rate, and renewal timelines to ensure policyholder satisfaction.
Low Turnover = Better Continuity
We build tenured teams to handle your book of business. With low agent attrition, your customers interact with the same familiar voices — not retrained rookies. This improves policy accuracy, minimizes service mistakes, and boosts client retention.
Tools & Platforms We Support for Insurance BPO
SupportZebra’s teams are fully enabled across the core systems and workflows that matter to insurance agencies, MGAs, and brokers. We combine speed, accuracy, and platform fluency — so you never have to slow down.
Policy Admin & Rating Systems
Carrier & Underwriter Interfaces
Communication & Document Workflow Tools
Shared Drives & Internal Ops
We rapidly build SOPs around your exact toolchain — or adapt to custom integrations and legacy platforms.
If a platform isn’t listed, SupportZebra’s training team can create a custom enablement track to reach full production-readiness in 14–30 days, with QA checkpoints and compliance audits built in.
How to Pick the Right Insurance Call Center Partner in the Philippines
Choosing an outsourcing partner for insurance support isn’t just about saving costs — it’s about protecting policies, people, and your professional reputation.
Here’s what to look for:
1. Verify Compliance & Certifications
- Why it matters: Insurance workflows are full of sensitive data, PII, and regulatory touchpoints.
- What to check: PCI-DSS Level 1, SOC 2 Type 2, HIPAA-readiness for health-inclusive policies.
- SupportZebra: Fully certified with secure VDIs, role-based access, and redacted workflows built into our SOPs
2. Seek Platform Familiarity
- Why it matters: A partner who knows AMS360 or EPIC won’t need weeks of onboarding.
- What to check: Look for demonstrated proficiency in your exact agency or carrier stack.
- SupportZebra: Our agents are already trained in top platforms and can reach full production in as little as 2–3 weeks.
3. Evaluate Agent Stability & Training Depth
- Why it matters: High churn leads to inconsistent service and data risks.
- What to check: Low attrition, brand-specific QA coaching, and tenure stats.
- SupportZebra: We maintain long-term teams with structured policy-specific refreshers and industry context
4. Demand SLA Tracking & Quality Assurance
- Why it matters: COIs and renewal tasks need to be accurate and fast.
- What to check: Access to dashboards, QA sampling rates, and SLA adherence metrics.
- SupportZebra: We report weekly, track task-level performance, and flag exceptions before they snowball.
5. Look for Flexibility During Peak Periods
- Why it matters: Seasonality hits hard during renewal cycles or open enrollment windows.
- What to check: Ability to scale teams short-term without long-term lock-ins.
- SupportZebra: We offer 30- and 90-day pilots, with elastic staffing built into our outsourcing model.
Use these criteria when evaluating any Philippine call-center provider—then see how SupportZebra measures up.
Frequently Asked Questions – Insurance BPO Services
1. What types of insurance support tasks can you handle?
SupportZebra agents assist with a wide range of policy service and admin tasks, including:
- Certificate of Insurance (COI) issuance
- Email inbox management for personal & commercial lines
- Notice of cancellation (NOC) and underwriting request processing
- Renewal notifications, payments follow-ups, and endorsement handling
- Policy updates, cross-checking insured data, and account clean-up
- Suspense and referral tracking via AMS360 or EPIC
If it happens behind the scenes at your agency, MGA, or brokerage — we can support it.
2. Are you familiar with the tools and platforms insurance agencies use?
Yes. Our agents are trained in:
- AMS360, EPIC, PL Rater, Applied Epic, NowCerts, QQCatalyst
- Carrier portals like Pekin Insurance, Western Reserve, and others
- Office tools (Outlook, SharePoint), and quoting systems via remote desktop
We also build enablement programs for proprietary systems.
3. Do you offer HIPAA-compliant support for health-related insurance policies?
Yes. We’re experienced with HIPAA-adjacent workflows for insurance clients that deal with health-related data. While we don’t store any customer data ourselves, we operate entirely within client systems with secure access control, audit logs, and training protocols to meet HIPAA-readiness standards.
4. Is SupportZebra PCI-DSS and SOC 2 certified?
Yes. SupportZebra is PCI-DSS Level 1 and SOC 2 Type 2 certified.
We operate on virtual desktops with role-based access, encryption, and secure file handling to protect every piece of client and policyholder data.
5. What if my agency uses a niche platform or customized workflow?
That’s not a problem. We’ve supported custom builds and legacy systems by co-developing SOPs with our clients. You walk us through the workflow — and we’ll match it with the right team and training.
6. Do you support seasonal ramp-ups, like renewal season or open enrollment?
Absolutely. We offer elastic staffing options for short-term or cyclical volume spikes.
You can scale up during heavy renewal periods and scale down during off-peak months — all without long-term contracts.
7. What are your typical contract terms for insurance support services?
We offer flexible engagement models — including 30-day pilots, 90-day terms, and rolling agreements. This gives your team time to evaluate performance before committing long-term. We earn retention by results, not fine print.
8. How do you ensure consistency and avoid retraining cycles?
SupportZebra emphasizes low agent turnover through a strong employee culture and long-tenured teams. We assign dedicated insurance-trained agents and back them with brand-specific QA, audits, and refresher sessions. You won’t lose sleep over retraining every few months.
9. What kind of results should we expect from outsourcing insurance support?
Clients typically see:
- Turnaround time (TAT) improvement
- Reduced policy errors and NOC escalations
- Higher agent productivity and bandwidth for in-house teams
- Better documentation hygiene, faster COIs, and improved CSAT
Our weekly dashboards make it easy to track service levels and ROI.
10. Can you work in U.S. time zones and manage after-hours workflows?
Yes — we staff across all U.S. time zones, including PST, CST, and EST.
Whether you need help during East Coast mornings, weekend shifts, or after-hours NOC monitoring — we build schedules that align with your service goals.
Testimonials
“SupportZebra was the first partner we worked with that was clearly driven to help us reach our goals and willing to go above and beyond when the situation called for it. ”
SalesNexus
“The team that we have built with SupportZebra is fantastic! They are eager to learn, sharp, and extremely dependable.”
EJ Wholesale
``Support Zebra has been a game changer for our business. After bringing on a SZ team member, we've managed to improve our operational efficiency and further focus our sales efforts.``
