The insurance industry faces unique customer service challenges: complex policy inquiries, emotionally charged claims calls, strict regulatory requirements, and seasonal volume spikes during catastrophic events. Outsourcing these functions to a specialised partner reduces costs while improving customer satisfaction.
[Call IT Dev](https://www.callitdev.com) provides dedicated insurance call center teams trained on property & casualty, life, health, and specialty insurance lines.
**First Notice of Loss (FNOL)** Our agents handle initial claims intake with empathy and precision — collecting incident details, policy information, and guiding policyholders through next steps. Average handle time: 8-12 minutes with 97% data accuracy.
**Policy Inquiries & Servicing** Coverage questions, certificate requests, endorsement changes, and billing inquiries — all handled by agents trained on insurance terminology and your specific product portfolio.
**Renewals & Retention** Proactive outbound campaigns to renew expiring policies, with retention scripts A/B tested for maximum effectiveness. Our retention teams achieve 15-25% save rates on cancellation calls.
**Cross-sell & Upsell** Trained agents identify opportunities during service calls to offer additional coverage — home + auto bundles, umbrella policies, riders.
| Regulation | Call IT Dev Compliance |
|---|---|
| GDPR (EU) | Full compliance, DPO appointed |
| CCPA (California) | Consumer data rights processes |
| FCA (UK) | Treating Customers Fairly principles |
| NAIC (US) | Market conduct guidelines |
| PIPEDA (Canada) | Privacy principles alignment |
Every insurance agent completes:
| Metric | Call IT Dev Performance |
|---|---|
| First Call Resolution | 89% |
| Average Handle Time | 6-10 minutes |
| CSAT | 94% |
| Retention Rate (save calls) | 22% |
| Quality Score | 92/100 |
A pan-European insurance company outsourced 80 seats for multi-country claims and renewals. Results:
[Learn about our outbound sales services](https://www.callitdev.com/en/services/bpo/outbound-sales) or [get a free quote](https://www.callitdev.com/en/contact).
---
### Can your agents handle emotionally sensitive claims calls? Yes. All insurance agents receive specialised empathy training, including handling bereavement claims, catastrophic loss situations, and distressed callers with patience and professionalism.
### What insurance lines do you support? We support Property & Casualty (P&C), Life, Health, Auto, Home, Travel, and Specialty insurance lines. We customise training for your specific product portfolio.
### How do you manage compliance across different countries? We maintain dedicated compliance teams for each regulatory jurisdiction and conduct monthly compliance audits. Agent scripts are reviewed by our legal team before deployment.
### What is the ramp-up time for insurance teams? Insurance teams typically require 3-4 weeks for full ramp-up due to the complexity of product training and compliance certification, though basic inquiry handling can start within 2 weeks.
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Madrid | Dubai — contact@callitdev.com — +212-537-373777