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Why Call Surges Matter
Severe weather, CAT events, and other unplanned disruptions can create rapid increases in inbound calls, including periods of CAT claims overflow that put pressure on claims intake teams. During these demand surges, policyholders need clear information, empathy, and consistent guidance.
Surge events themselves are not the problem. The risk arises when increased demand overwhelms teams and service quality suffers. The Call Surge Guarantee is designed to protect the policyholder experience during these high demand conditions.
What The Call Surge Guarantee Is
The Covenir Call Surge Guarantee is a money backed guarantee included in our engagement terms that focuses on maintaining a consistent policyholder experience during defined call surge events as outlined by our 5-Point Quality Plan.
If Covenir does not adhere to the agreed 5-Point Quality Plan standards during a qualifying surge event, we provide a $500 rebate, as outlined in the contract.
This is not a marketing claim. It is a documented guarantee designed to create accountability when call volumes spike.
How The Call Surge Guarantee Works
1
A qualifying surge event occurs
A call surge event is defined in contract terms and typically includes sudden, material increases in call volume driven by events such as severe weather, CAT events, or other unplanned disruptions.
2
Covenir activates surge response processes
Our 100 percent onshore teams scale using established staffing models, documented workflows, and leverage our 5-point Quality Plan for surge response procedures designed specifically for high demand conditions.
3
Service experience is evaluated
Service during the qualifying surge event is reviewed against the 5-Point Quality Plan.
4
The guarantee is enforced
If the 5-Point Quality Plan standards were not met during the qualifying surge event, a $500 rebate is issued in accordance with contract terms.
The 5-Point Quality Plan That Powers the Guarantee
The Call Surge Guarantee focuses on ensuring we are set up to deliver a quality policyholder experience during surge conditions with focus on 5 key areas:
1. We Utilize Intelligent Staffing
Smart staffing and resource planning ensure we’re ready for anything - from CAT events to
unexpected growth as aligned with your contract .
2. We Conduct Brand Training
Our agents sound like your team - trained to reflect your brand’s tone, values, and expectations.
3. We Conduct Empathy Training
Every caller deserves compassion - especially in a crisis. Our teams are trained to deliver calm, confident care.
4. We Implement Quality Control
Real-time monitoring and rigorous QA keep performance high and hiccups low.
5. We Deploy Strategic Call Management
IVR routing and messaging is used strategically during a surge to ensure the most urgent calls are answered first.
The guarantee does not promise zero wait times or unlimited capacity. It ensures accountability for how policyholders are treated when demand surges. It applies to new customers only and will be included in contract terms. A surge is defined as call volume that is a 30% increase over the daily average call volume from the prior 3-month period.
Why the Call Surge Guarantee Is Different
Many providers claim surge readiness. Few are willing to attach real accountability to the policyholder experience during periods of extreme demand.
Covenir’s Call Surge Guarantee reflects confidence in our onshore teams, surge planning, and service delivery model. As a scalable claims intake vendor, we support insurers during high demand conditions while standing behind the quality of the experience delivered when call volumes spike.