Insurance BPO & Outsourcing Scope Overview

Policy Administration and Servicing

The core of most insurance outsourcing engagements. Your offshore team handles the ongoing policy lifecycle processing that keeps your book of business maintained and accurate.

• Endorsement processing including mid-term policy changes, coverage additions and exclusions
• Policy cancellations and reinstatement processing
• Certificate of insurance issuance and management
• Binder preparation and checking
• Policy checking and verification against quotes, applications and carrier documentation
• Declarations page preparation and review
• Document indexing, filing and attachment to policy records in your agency management system
• Policy download processing and data entry into your system of record
• Evidence of insurance and evidence of property letters
• Auto ID card generation and distribution
• Carrier correspondence handling and follow-up
• Loss run requests and compilation
• Policy audit data preparation and support

Renewals Processing

Your offshore team manages renewal workflow from initial review through to binding, keeping your retention pipeline on track and reducing the risk of policies lapsing due to late follow-up.

• Renewal expiry tracking and diary management
• Renewal application preparation and data gathering
• Loss run ordering, compilation and summary
• Market submission preparation and formatting
• Carrier appetite research and submission targeting
• Quote comparison summaries and side-by-side analysis
• Renewal proposal document assembly for client presentation
• Follow-up with carriers on outstanding quotes and submissions
• Renewal binding instruction processing
• Post-renewal policy issuance and system updates
• Renewal correspondence and notification letters to insureds
• Remarketing submissions for non-renewed or shopped accounts
• Retention tracking and renewal pipeline reporting

New Business Support

Processing support across the new business pipeline from initial application through to policy issuance. Your offshore team handles the administrative workload so your producers can focus on selling and advising.

• Application intake, data entry and completeness checking
• ACORD form completion and formatting
• Supplemental application preparation for specialist lines
• Submission building and packaging for carrier markets
• Quote comparison and summary preparation for account managers
• Proposal document assembly and formatting
• Policy issuance processing and system entry
• Welcome pack preparation and new client onboarding documentation
• New client record setup in your agency management system
• Document collection and follow-up with insureds for outstanding items
• Carrier portal submissions and online quoting
• Coverage summary preparation for client files

Claims Support

Administrative and processing support across the claims lifecycle. Your offshore team handles documentation, data entry and tracking so your adjusters and account managers can focus on client-facing work and resolution.

• First notice of loss (FNOL) intake and lodgement
• Claims documentation gathering and organisation
• Claims status tracking, follow-up and diary management
• Reserve update data entry and tracking
• Carrier correspondence and follow-up on open claims
• Subrogation documentation support and file preparation
• Claims register maintenance and reporting
• Loss run reporting and distribution
• Claims bordereaux preparation and reconciliation
• Claims file management, document indexing and archiving
• Correspondence drafting to insureds on claim status and next steps
• Claims data reconciliation across systems

Agency Administration

General back-office operations that keep the agency running day to day. These are the tasks that consume time across your team without generating revenue, and they transfer cleanly to an offshore team member.

• Data entry and record maintenance across agency management systems
• Filing, document management and record organisation
• Mail processing, scanning and distribution
• Diary and task management across your team
• General correspondence drafting and formatting
• Reporting, spreadsheet preparation and data compilation
• Contact and client record maintenance and deduplication
• Carrier appointment tracking and documentation
• Producer licence tracking and renewal monitoring
• Office procedure documentation and process mapping
• Internal meeting notes and action item tracking

Billing and Premium Management

Processing support for premium billing, collections and commission workflows. Your offshore team handles the reconciliation and follow-up work that keeps your agency's financial operations current.

• Premium invoicing and statement generation
• Payment posting and allocation across accounts
• Direct bill and agency bill reconciliation
• Commission statement reconciliation and variance checking
• Instalment plan tracking and payment follow-up
• Outstanding premium reporting and aged receivables tracking
• Finance company billing and premium finance correspondence
• Premium audit data preparation and submission
• Accounts receivable follow-up and collection correspondence
• Carrier remittance processing and payment matching

Compliance and Documentation

Administrative support for maintaining your agency's compliance records and audit readiness. Your offshore team keeps documentation current and organised so your compliance obligations do not fall behind.

• Policy register maintenance and accuracy checking
• Compliance checklist processing and tracking
• Producer licence tracking, renewal monitoring and filing
• E&O documentation support and file preparation
• Carrier audit preparation and document compilation
• Regulatory filing documentation and formatting
• Surplus lines filing support and tax documentation
• Document retention management and archiving
• Internal procedure documentation and version control
• Compliance reporting preparation for management review

Client and Policyholder Communication

Drafting and managing routine policyholder correspondence on behalf of your team. All outbound communication is prepared by your offshore staff and reviewed before sending, maintaining your agency's voice and standards.

• Certificate of insurance request handling and issuance
• Policy status update correspondence
• Coverage confirmation and evidence of insurance letters
• Premium payment reminders and follow-up notices
• Claims acknowledgement correspondence
• Renewal notification letters and pre-renewal outreach
• General enquiry responses and information requests
• Document request follow-up with insureds and carriers
• Endorsement confirmation notices
• Welcome and onboarding communications for new clients

Scope is configured during onboarding based on your agency's specific workflows and systems. Most engagements start with two or three core categories and expand over time as your offshore team builds familiarity with your book of business and carrier relationships. For more information, see our Onboarding Process.

For details on how the engagement works end to end, see How Our Insurance BPO Service Works.