How our Insurance BPO service works

The Insurance BPO Engagement Model

Our Insurance BPO model is built around dedicated, full time offshore insurance operations staff allocated to your firm under a professional and commercial agreement.

Each client engages at least one full time Felcorp team member who is allocated exclusively to your agency, brokerage or carrier under a full time employment agreement held by Felcorp.

Clients may engage full time Insurance Agency Administration staff, full time Claims Processing support staff, or broader Insurance Back-Office professionals depending on their operational requirements.

Your Choice of 2 Full Time BPO Models

1. Full Time Engagements - suited to small and mid-sized agencies and brokerages seeking 1 to 5 full time insurance operations staff. Most firms initially engage 1 staff member and scale to 2 or more as workflow stabilises.
2. Pod Engagements - suited to large agencies, MGAs and carriers requiring 6 or more full time staff. These engagements are referred to as Pods, meaning a structured team unit. Pods are highly customisable, operate under a defined management structure and may include the option to buy out the pod operation from Felcorp after a specified date.

BPO Operations

Our offshore operations are located in Northern India where all operational insurance staff work from.

Staff are present full time in our offices under ISO-aligned controls and on-site supervision by division managers and quality assurance managers.

Standard Shift Times

Shift times are configured during onboarding to align with your operating timezone. Standard shifts run 9 hours (including breaks) across Monday to Friday. Operational Pod engagements may set customised shift timings to accommodate specific timezone or workflow requirements.

Office Location

Punjab, India

Felcorp Management Framework

Felcorp provides a comprehensive management framework for every client engagement to ensure that staff receive professional supervision, career development, technical upskilling and performance oversight aligned to agreed KPIs and SLAs.

From commencement of the engagement, Felcorp Management supports:

• Onboarding aligned to your agency management system and carrier workflows
• Workflow alignment across policy servicing, renewals, claims and back-office processing
• Performance monitoring against defined SLAs and time budgets
• Ongoing training on insurance platforms, carrier portals and agency management systems
• Quality oversight through embedded peer review processes
• Staff motivation and retention through insurance-specific career development pathways

This ensures your insurance operations team member remains supported, accountable and performing to the expectations outlined in your agreement.

For a detailed set of inclusions for every engagement, please see the How Our BPO Service Works page.

How to Send Work

Work can be submitted through the Felcorp Portal or through an agreed secure task submission method.

Email is used by some clients; however, we encourage task systems and secure portals wherever possible to reduce risk and improve audit defensibility.

During onboarding, we document:

• How you prefer to allocate insurance processing work such as policy servicing, endorsements and renewals
• How supporting documentation is shared, including carrier correspondence, loss runs and policy documents
• Target turnaround time expectations for each task type
• Communication preferences between your team and the offshore staff member

We will always prioritise secure delivery methods and explain the advantages and limitations of each option.

Ensuring Success in New Job Requests

We encourage a systemised and structured method to submit insurance job requests to ensure clarity and prevent delays.

Each task request should include:

• Insured name or policy reference
• Scope of insurance work required, such as endorsement processing, certificate issuance, renewal preparation or claims data entry
• Supporting documentation including policy schedules, carrier correspondence or loss run reports
• Target completion timeframe
• Set time budget where applicable
• Agency-specific notes, carrier requirements or compliance instructions

Clear upfront scoping improves turnaround times and SLA performance.

Felcorp's Internal Workflow System

Felcorp employs its own internal workflow software to manage allocated insurance tasks while recording time and SLA compliance.

Our system allows us to:

• Track task status across policy servicing, renewals, claims and back-office workflows
• Monitor time budgets per task type and per client
• Record SLA performance against contractual benchmarks
• Provide weekly, monthly and quarterly productivity reporting
• Identify workflow bottlenecks and capacity planning opportunities

How Our QA Works

Quality assurance is embedded into ongoing everyday delivery.

Every completed insurance deliverable undergoes internal review before being returned.

QA checks include:

• Accuracy of policy data entry against source documents and carrier correspondence
• Completeness of endorsement processing, including correct effective dates and coverage changes
• Compliance with carrier-specific submission requirements and formatting standards
• Alignment with documented agency workflows and standard operating procedures
• Certificate of insurance accuracy, including additional insured details and coverage verification
• Renewal pipeline documentation completeness, including loss run data and comparison summaries

Error tracking is maintained internally. Trends are reviewed to identify training or process gaps.

QA operates independently from the full time staff member, with review time tracked for ongoing staff development.

How the Trial Works

The trial period allows your firm to test workflow alignment before committing to a long-term engagement.

The trial typically runs for a defined period or volume of insurance processing work. To learn more about our trial options, please see our Enterprise Trial Options page.

During the trial, our team:

• Evaluates your agency management system and carrier portal configurations
• Reviews your policy servicing, renewals and claims processing workflows
• Documents your Standard Operating Procedures (SOPs) for each task type
• Determines appropriate SLAs based on observed task complexity and volume
• Assesses staff suitability against your specific insurance operations requirements
• Gathers structured feedback from your team on output quality and communication

At the conclusion of the trial, performance is reviewed jointly. If aligned, the engagement transitions into a formal agreement with embedded SOPs and SLAs reported monthly.

How Our SLAs Work

Service Level Agreements (SLAs) define turnaround expectations and time budgets for standard insurance processing tasks.

SLAs are contractually defined performance benchmarks that Felcorp must adhere to.

Without SLAs, measuring long-term engagement success becomes unclear. Defined expectations reduce misalignment and protect both parties.

For more information about SLAs, please see our article on What is an SLA in BPO Services within our Understand BPO collection and our SLA Adherence in Insurance BPO article.

Example of an Insurance SLA

A client allocates daily policy endorsement and certificate of insurance requests requiring completion within 24 business hours of submission.

During trial, Felcorp processes an average of 15 endorsements and 10 certificates per day with an average processing time of 25 minutes per endorsement and 12 minutes per certificate.

The SLA may state:

• 95% of endorsement requests completed within 24 business hours of submission
• 98% of certificate of insurance requests completed within 4 business hours
• Any task exceeding the defined turnaround must include a documented reason
• On non-compliance, a defined remediation structure applies

SLAs provide transparent reporting and measurable performance standards. See Felcorp SLA Options.

This is just an example of one SLA option. We can facilitate a range of performance and time-based SLAs depending on the nature of the work.

How the Felcorp Portal Works

The Felcorp Portal is the central task management system used to submit, track and manage work.

Within the portal you can:

• Communicate with your insurance operations team member
• Communicate with Felcorp management
• Upload supporting documents including policy schedules, loss runs and carrier correspondence
• Set priority levels across policy servicing, renewals and claims tasks
• View task status in real time
• Download completed deliverables
• Delivery of reports showcasing SLA performance against contractual benchmarks

Each task receives a unique Job Number reference. Status updates reflect progression from received to in-progress to QA to completed.

The portal reduces reliance on email and centralises documentation for audit and compliance purposes.

Access permissions are role-based and limited to authorised users. For more information, please see our Felcorp Portal articles.

How the Setup Works

Engagement begins with a structured onboarding process as part of the broader trial phase.

The setup phase includes:

• Initial Discovery Call to scope your insurance operations requirements
• Signature of the Trial Engagement
• Introduction to Felcorp Management and allocated insurance operations staff member
• Systems access configuration with role-based permissions for your agency management system and carrier portals
• Commencement of Trial with defined insurance processing tasks
• SOP documentation for each workflow including policy servicing, renewals, certificates and claims
• SLA configuration based on observed task volume and complexity
• Transition to formal engagement with embedded SOPs, SLAs and monthly reporting

For a detailed guide, please see our Onboarding Process page.