When catastrophe hits or claims spike unexpectedly, will your policyholders get the call center service they expect? With Covenir’s Call Surge Guarantee, they will — every time.
We’re the only insurance BPO offering a first-of-its-kind guarantee for FNOL and Claims call center services. Backed by our proven 5-point quality plan and delivered by our 100% onshore U.S. team, this guarantee gives you confidence in a policyholder experience that helps lower policyholder churn and reduce costs.
If we don’t deliver on our 5-point quality plan during a surge, we'll rebate up to $500 per year*.
YES! I'm a U.S. Insurance Carrier, MGU, or Insurtech Startup interested in the Call Surge Guarantee. Let's talk!
30% of dissatisfied claimants change insurers
as a result of their negative claims process.
The 5-Point Quality Plan
That Powers The Guarantee
1
Surge-Ready
Staffing
We plan ahead with smart resource modeling to handle anything from CAT events to unexpected growth.
2
Brand
Training
Our agents sound like your team -trained to reflect your brand’s tone, values, and expectations.
3
Empathy
Training
Every caller deserves compassion - especially in a crisis. Our teams are trained to deliver calm, professional care.
4
Quality Control
Real-time monitoring
and rigorous QA to keep performance
high and hiccups low.
5
Strategic Call Management
Strategic IVR routing and messaging
during a surge to ensure the
most urgent calls are answered first.
*The guarantee only applies to new customers and will be included in the contract terms. A surge is defined as call volume that is a 30 percent increase over the daily call average call volume over prior 3- month average.
Not ready to talk? Download our eBook!
Download this ebook to learn new strategies to handle call center claims surges.
