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Entrust Your Insurance BPO Services to Industry Experts.

Our insurance outsourcing services cover key functions such as claims processing, policy administration, customer support, and data management—helping insurers streamline operations, reduce costs, and enhance customer satisfaction.

What do you get from working with us

Reduce Cost

Cut down operational expenses by outsourcing with our expert BPO team. Get high-quality service without the overhead costs.

Foster business growth

Accelerate your business expansion with reliable BPO support. We handle the back end so you can lead the front.

Increase efficiencies

Achieve more in less time with our efficient workflow systems. Our BPO services enhance accuracy and reduce delays.

Access 24/7 support

We provide around-the-clock support—including after-hours, weekends, and holidays—to ensure your customers are never left waiting.

Policy Information Requests

  • Ask the customer what information they need about their policy (e.g., coverage details, premium amount, renewal date).
  • Collect key details: policy number, insured name, date of birth, and type of insurance.
  • Verify the customer’s identity based on company security protocols (security questions, OTP verification).
  • Review the policy in the system and provide a clear explanation of the requested information.
  • Offer to send a copy of the policy summary or coverage documents by email or post.

    • Claims Status Update

  • Ask the customer which claim they are following up on (e.g., accident claim, hospitalization reimbursement, property damage).
  • Gather claim number, policy number, date of incident, and customer details.
  • Check the claims system for the latest status (e.g., pending documentation, under review, approved, or denied).
  • Provide the customer with the current status and estimated time for next steps or payout.
  • If needed, escalate unresolved claims to the claims adjuster or supervisor for further investigation.

    • Filing a New Claim

  • Confirm the type of claim the customer wants to file (auto accident, health procedure, home damage, etc.).
  • Collect necessary information: date of incident, location, description of the event, any injuries or damages, police report (if applicable).
  • Guide the customer through submitting required documentation (photos, receipts, medical reports) via email, portal, or app.
  • Create a claim record in the system and give the customer a claim reference number.
  • Inform the customer about the claims review process and expected timelines.

    • Premium Payment Issues

  • Ask the customer to describe the payment problem (e.g., payment not posted, double-charged, wrong amount).
  • Collect policy number, transaction details (date, amount paid, payment method), and payment reference number if available.
  • Check payment history and billing system for any discrepancies.
  • If needed, initiate a refund request, correct the billing, or resubmit the payment.
  • Confirm the resolution with the customer and send updated billing or receipt confirmation.

    • Policy Cancellation or Renewal Requests

  • Confirm if the customer wants to cancel or renew their insurance policy.
  • Collect policy number, customer name, date of birth, and reason for cancellation if applicable.
  • Explain any cancellation fees, refund eligibility, or renewal discounts available.
  • Process the cancellation or renewal in the system and update the policy status.
  • Send a confirmation of the policy status change along with any next steps (refund processing, new policy documents, etc.).

    • Itinerary Updating Customer Information

  • Ask the customer what information needs updating (address, phone number, beneficiary name, vehicle information, etc.).
  • Collect the policy number and verify identity for security purposes.
  • Update the information in the system according to internal guidelines.
  • If the change affects premiums or policy terms (like adding a new driver), explain any impact to the customer.
  • Confirm the update with the customer and send a confirmation notice.

    • Handle travel support tickets across all channels.

    No matter the platform or request, we’ve got it covered. With a flexible, pay-as-you-go model, you only pay for what you use — ensuring your customers enjoy a smooth, consistent experience every time.

    Phone

    Our distributed model ensures we work exclusively with high-quality agents who bring strong phone etiquette and relevant industry expertise to resolve issues quickly and effectively."

    Live Chat

    Customers expect immediate answers — and live chat delivers. Our knowledgeable, industry-trained agents respond quickly and accurately to meet those expectations.

    Email

    We understand that many customers still prefer email communication. Our agents excel at crafting well-informed, relevant responses with the right tone every time."

    Social media

    "Social media goes beyond socializing — it's a vital channel for customer service. We harness these platforms to provide fast, informed support where your customers already are."

    Website

    "Reviews and responses shape how potential customers perceive your brand — they can’t be ignored. Our agents handle follow-ups and resolutions efficiently, so you don’t have to."

    Frequently Asked Questions.

    We offer end-to-end customer service solutions tailored for insurance companies, including claims assistance, policyholder support, billing inquiries, and escalation handling—via phone, email, live chat, or omnichannel platforms.

    We specialize in empathetic, efficient, and knowledgeable service. Our trained agents handle customer concerns with professionalism and clarity, helping reduce complaints, increase retention, and boost satisfaction scores.

    Yes. Our team is trained specifically in insurance terminology, procedures, and compliance standards, so your customers get clear, accurate information—without confusion or callbacks.

    Absolutely. Our flexible staffing model allows you to scale up quickly during storms, renewals, or other high-volume periods—without sacrificing service quality.

    We use robust QA processes, regular audits, and ongoing training. Our agents follow your brand voice, regulatory standards, and service KPIs to protect your reputation and ensure customer trust.

    We work with a wide range of insurers—auto, health, life, property & casualty, and specialty lines. Whether you’re a regional provider or a national carrier, we can adapt to your needs.

    Contact us for a no-obligation consultation. We’ll assess your service needs and show you how we can support your team and improve your customer satisfaction—seamlessly and affordably.

    Contact Information

    You can reach us at :
    • (978) 712-8830
    • info@nagoginnovation.com
    • 120 Hollis Street, Nashua, NH 03060.
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    At Nagog Innovation Technology Inc., we’re redefining what it means to deliver world-class customer service.

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