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Santosh B. Kumaar, the CEO of Insuserve-1 says, “many companies are still facing issues with fully integrating policy administration technology into their day-to-day operations. Sometimes retail agents and brokers, who have been in the business for a long time, can be slow to adopt insur-tech solutions.”Reasons for this are varied: some are simply change averse, for some it is an issue of cost or concerns about downtime while implementing new systems. While there is a recognition among most that automation is vital to keeping up with competitors and meeting the expectations of today’s customers, they also worry that the adoption of new technologies will remove them farther from those customers.
One way businesses can adapt is by partnering with a business process outsourcing partner (BPO) like Insuserve-1. Amy Mauk, Insuserve- 1’s Director of Sales and Implementation says, ‘we are finding that many businesses are somewhere along the process of adopting technology solutions for policy administration processes. They may have an agency management system that isn’t being utilized to its full capability, or they may have fragmented systems in place and are still managing some parts of the process manually. At Insuserve-1, we address this by meeting the client wherever they are in the process, adapting to meet their needs. We help streamline back-office processes, so they are free to make adjustments in their front office.”
A common theme among today’s agencies is the issue of hiring and retaining quality personnel. The importance of the CSR and Account Manager roles cannot be overstated. They act as the liaison between the client, the producer, and the carriers.
Their work needs to be done quickly and efficiently, yet it also needs to be done right. But talk to any Account Manager and they’ll tell you they’re overwhelmed. Mauk points out that “when Account Managers and CSRs are overwhelmed the quality of service in an agency can suffer – phone calls aren’t returned in a timely manner, certificates aren’t issued on time, and important policy administration tasks, such as policy and endorsement checking can fall by the wayside.”
The insurance industry is, at its core, a relationship-centered business and Kumaar says, “our business is about people, not just processes. Companies that partner with Insuserve-1, aren’t just gaining processing capacity and capability, they’re adding Insuserve-1 people to their team. We stress the concept that outsourcing with is a way for agencies to shift their focus back to their customers by leaving the bulk of their policy administration tasks to us.”
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Company
Insuserve-1
Headquarters
McKinney, TX
Management
Santosh B Kumaar, CEO and Amy Mauk: Director of Sales
Description
Insuserve 1 is a Dallas, TX-based Insurance back-office outsourcing company with Remote Staffing services that provides its clients with insights and capabilities that boost their freedom to achieve better-quality results through a unique way of working, which we call the collaborative business experience. We are one of the growing offshore Insurance business process outsourcing company in India manages remote staffing services to Small to Large Businesses in the United States