Hurricane season. Open enrollment. Wildfire. Insurance volume surges aren't predictable — your staffing model has to be. Our compliance-trained nearshore agents handle claims intake, FNOL, policy inquiries, and surge periods at 30–50% less than in-house.
Insurance carriers and MGAs face a support challenge no other industry matches — catastrophic volume spikes, regulatory scrutiny, and policyholders calling in their worst moments. That combination breaks traditional staffing models.
A single hurricane or wildfire can 5–10× your inbound volume in 48 hours. Hiring and training takes months. When disaster hits, your policyholders are on hold — which is when they need you most.
First Notice of Loss requires accurate documentation at the first call. Errors mean re-contacts, delays, adjuster frustration, and policyholder dissatisfaction — all before the claim even starts moving.
Insurance support is regulated at the state level. Agents must follow specific disclosure requirements, response timelines, and documentation standards — or create regulatory exposure for your organization.
In high-density Spanish-speaking markets (Texas, Florida, California), English-only support creates churn risk and brand exposure. A policy lapse isn't just lost revenue — it's a failed promise.
Coverage questions, billing disputes, endorsement requests — these don't stop between cat events. High-volume routine inquiries occupy your best agents and drive up cost-per-contact.
Insurance support demand isn't flat. Carrying a full-time US team large enough for peak leaves you overstaffed 8 months a year. A variable nearshore model solves this without sacrificing quality.
We don't deploy generalist agents and hope for the best. We build dedicated insurance support pods — trained on your products, your compliance requirements, and your claims workflows.
First Notice of Loss handled with accuracy and empathy. Our agents are trained on your claims intake workflows — they collect the right information the first time, so your adjusters don't start blind.
High-volume policy inquiries don't need a licensed agent. Billing questions, coverage confirmations, and endorsement intake are handled by our trained team — keeping licensed staff on higher-value work.
When a weather event or open enrollment period hits, you need agents deployed in days, not months. We maintain a trained insurance bench ready to activate on short notice.
Insurance support is regulated. Our QA framework enforces required disclosures, monitors for compliance adherence, and produces audit trails — so you're not exposed by what your support team says on a call.
Anonymized aggregates across our insurance client base. Updated quarterly.
When a claim happens, your policyholders use whatever channel gets an answer fastest. We staff them all.
Bilingual EN/ES agents with <3-minute average handle time on FNOL and policy inquiries.
<4hr first response SLA. Macro governance and documentation templates included.
<90-second first response for real-time policyholder support via your portal or website.
Renewal outreach, claims follow-up, and policyholder satisfaction callbacks included on Growth+.
We got hit with a major weather event in Q3 and needed to triple our claims intake capacity in four days. Blackstar had a trained surge team live in 72 hours. Our policyholders got through. Our adjusters had clean FNOL documentation. That's what a real BPO partner looks like.
Calculate your cost savings and explore the research behind compliant nearshore outsourcing for insurance carriers and MGAs.
Estimate your annual savings vs. in-house US support. Takes 90 seconds — enter seat count, volume, and channels.
The real cost of in-house vs. nearshore vs. offshore — hidden fees, ROI benchmarks, and a 10-agent model comparison.
Complete pricing guide — per-seat costs, hourly rates, pricing models, and what drives the price difference between providers.
Insurance is one of our six primary verticals. See how we approach the others.
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Compliance-aware support for financial services — fraud alerts, account inquiries, bilingual US Hispanic banking.
Flex-scale support for fast-growing direct-to-consumer brands — subscriptions, social care, and peak-season surge.
Tell us your current claims volume, channels, and seasonal patterns. We'll model out the headcount, SLAs, and cost — no obligation.
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