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Retail Agency

What Should We Do?

In a more and more competitive insurance marketplace, as brokers, you must be more innovative with higher efficiency than ever. Cover Operation’s insurance back office outsourcing service helps retail brokers by relieving staff workloads, servicing accounts more efficiently and optimizing small account management. Thus, you don’t have to spend as much time on employment affairs like new hire training, employee benefits, recruiting, etc. With our help, you can have more time to consider reinventing workflows or accommodating more volume.

Cover Operation’s retail broker services are available across both Personal & Commercial lines, and Employee Benefits, letting your team focus on key accounts and processes. We will assist with timely certificate processing, retaining renewal accounts and accurately monitor your quality control.


Insurance Agency Outsourcing

Insurance agency owners contract out their non-revenue-generating activities to narrow their payrolls, improve efficiency and make their agencies more competitive. This kind of activity is called insurance agency outsourcing. It includes outsourcing operational paper work to BPO vendors, outsourcing claim related processes to TPAs and call center service to back office service providers. 

In most cases, insurance agencies outsourced workloads to seek more efficient and productive results instead of doing the work in-house. The time-consuming low value workload is only used for new hire training for CSRs and assistants. Only for urgent processing requests, insurance agencies handle in-house. By outsourcing those work to off-shore teams, insurance agencies can liberate time and resources to improve their service level and improve their revenue. 

The most important points are insurance agency owners desire to narrow their payroll to enhance the profitability. The benefits of insurance agency outsuorcing is in a line with agencies’ long term interests and it makes agencies become more competitive.

How Much Can You Save?

*Pricing includes all expense. No one time onboarding expense needed.

How Do We Work?

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We will take time to understand our client’s business, access requirement and operational situation. Work together with client’s key staff to analyze and create customized solutions.

UNDERSTAND YOUR BUSINESS

START NEW TASK TESTING

Cover Operation service delivery manager will make recommendations, so that our client can choose the most appropriate task to transfer. After get task procedures, our experienced professionals will learn and test.

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We work closely with clients to make sure the tasks are handled efficiently and accurately. Make sure no steps are missing, answer questions and address concerns from our clients.

FEEDBACK ON THE EXISTING PROCESS

TRAINING

Conduct team cross-training where professionals share their processing experience and give hands-on training so that other teammates could master client’s processes, systems and workflow in a short time. Experienced staff should get a further training per your specific needs.

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After we have mastered the tasks at hand, we communicate with client to decide which tasks to transfer next. When more procedures are in place, we will start a faster round from training to production.

TARGET MORE POTENTIAL PROJECTS

REPORTING & COMMUNICATIONS

Cover Operation insurance BPO service manager will send monthly reports and annual summary to timely show our performance. We also use emails and conference calls to communicate with client and address your concerns efficiently, make sure we are both on the same page and have smooth cooperation.

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Once we have mastered most of the tasks, we will have the insight and know-how about your operational situation. In order to improve efficiency, refine procedures and remove redundancies, service delivery manager will work with your key staff as well as the team to refine your workflow and give advice.

MAKE RECOMMENDATIONS & REFINE WORKFLOW

IMPLEMENT THE OPTIMIZATION

After get client’s approval, we will optimize the workflow. Work with our clients to monitor performance and make sure the result exceeds the client’s expectation.

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I.T. SECURITY

Last but most important, our I.T. specialist will collaborate with your I.T. department to establish a customizable security solution according to your specific requirement. We make sure the technology protection measures are reliable and your data is secure.

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