Insurance Claims Outsourcing

Recruitment is driven by your signed scope of work to ensure every candidate is matched to your claims operation's specific systems, authority structures and processing requirements.

The recruitment process follows a structured sequence:

• 1. Build a candidate brief from your scope document specifying required claims processing experience, claims management system proficiency and competency across the claim types and lines of business in your portfolio
• 2. Source candidates with verified insurance claims experience and technically assess each one on your specific claims platform, including timed processing exercises covering FNOL registration, reserve posting, assessment file preparation and settlement calculations
• 3. Present you with a shortlist of qualified candidates including assessment scores, experience summaries and availability, then you interview and make the final selection on who joins your claims team

Before your claims processor handles any live files, they complete a structured onboarding programme built from your scope of work and tailored to your claims management system.

• 1. Provision system access through your existing security protocols including VPN, claims management system credentials, email and any carrier or authority portal logins required for their role
• 2. Complete structured training on your claims system configuration, workflow stages, reserve and settlement authority levels, diary standards and file naming conventions specific to your operation
• 3. Run supervised test tasks using sample claims files in a controlled environment to validate process adherence, turnaround speed and output quality against your benchmarks
• 4. Confirm all quality checkpoints, escalation paths and authority limit controls are operational and sign off on readiness before live claims processing begins

Your claims processor begins handling live files under close supervision from our claims operations management team, with every deliverable peer reviewed for the first 30 days.

The commencement period follows a controlled ramp-up:

• 1. Processing begins on a controlled claims task list agreed during discovery, with all output reviewed by our operations team before files are progressed or correspondence is sent
• 2. Weekly calibration meetings between you, your claims processor and our operations manager to review file quality, processing speed, reserve accuracy and adherence to your claims handling standards
• 3. Claims cycle times, rework volumes and SLA adherence are tracked from day one against your agreed benchmarks, and oversight intensity reduces progressively as quality thresholds are consistently met

Once the calibration period is complete, we transition to structured performance management that gives you full visibility over claims output quality and continuous improvement.

Performance management operates on a defined reporting cycle:

• 1. Monthly performance reports delivered covering claims volumes processed, FNOL-to-acknowledgment times, assessment turnaround, settlement cycle times, rework rates and SLA adherence with trend analysis against your agreed benchmarks
• 2. Any quality issue triggers a documented corrective action plan with specific remediation steps, deadlines and follow-up verification managed by our claims operations team
• 3. Quarterly review meetings to assess performance trends, identify leakage indicators, review reserve accuracy patterns, adjust claims task scope and align staffing levels with your operation's evolving requirements

Scaling follows the same recruitment and onboarding discipline as your original engagement, so every new claims team member meets the same quality bar from day one.

The scaling process is methodical and repeatable:

• 1. Identify the next claims function to delegate based on your operation's capacity constraints, catastrophe season surge requirements, new authority agreements or growth across additional lines of business
• 2. New recruitment uses an updated scope document, and each new claims processor completes the full onboarding, supervised test tasks and controlled commencement process before handling live files independently
• 3. Restructure task allocation across your offshore claims team to balance workload and specialisation, and adjust reporting cadence and communication structure as your claims team grows