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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.
If Covenir does not meet the agreed experience 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 surge response procedures designed specifically for high demand conditions.
3
Service experience is evaluated
Calls handled during the qualifying surge event are reviewed against agreed experience standards, including professionalism, empathy, accuracy, and adherence to process.
4
The guarantee is enforced
If the experience standards are not met during the qualifying surge event, a $500 rebate is issued in accordance with contract terms.
What the Guarantee Covers
The Call Surge Guarantee focuses on the quality of the policyholder experience during surge conditions, including:
- Clear, accurate information
- Professional, empathetic interactions
- Consistent service aligned with agreed standards
The guarantee does not promise zero wait times or unlimited capacity. It ensures accountability for how policyholders are treated when demand surges.
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.
