Proven operational excellence at scale increases retention, protects your brand, and improves profitability. Our team has an average of 20 years’ insurance experience delivering exceptional service with NPS scores double the industry average.
FOCUS empowers insurers and MGAs to turn service into a measurable advantage.
We hold ourselves to the highest standards delivering exceptional customer experiences your policyholders and agents will love.
Measurable performance and compliance, delivered fast.
Gain precision, transparency, and speed-to-market with licensed U.S.-based teams and AI-enabled workflows.
Infrastructure, talent, and technology that grow with you.
Flexible engagement models from startup and product launch to surge readiness with full visibility.
Every interaction builds trust.
Our people operate as your brand, handling underwriting, claims, and servicing with empathy and accountability.
Inbound calls handled annually
Production tasks completed annually
Underwriting files reviewed annually
Insurance companies started
We partner with insurers to modernize operations, turn complexity into clarity and efficiency into growth. FOCUS provides structured, scalable operations for P&C carriers and MGAs at every stage of growth. Our Launch™, Grow™, and Scale™ solutions deliver licensed expertise, disciplined workflows, and transparent performance so your operations and customer experience become a competitive advantage that strengthens your brand, reputation, and retention.
Beyond operations, we also offer technology that simplifies complexity. Our InFocus core platform for policy and claims administration integrates seamlessly with your operations, helping carriers and MGAs:
Use FOCUS insurance experience to improve loss ratios and drive profitable growth from quote to claim and everything in between.
Insurance is our only business, we offer tech and services tailored to the specific needs of your MGA and program needs.
Having helped start 25 service centers and assisted in the formation of 16 insurance company launches, FOCUS’ services can get your startup up and running fast.
With decades of experience launching carriers, agencies, MGAs, and service centers, our team brings the perspective of operations leaders who have been in your seat.
From helping carriers navigate startup challenges to guiding established insurers through expansion, compliance, and catastrophe readiness, we know what it takes to design and scale successful insurance organizations.
Our expertise spans the full lifecycle from underwriting strategy to customer service, claims, and accounting. All backed by proven technology and operational leadership.
When you partner with FOCUS, you gain a strategic alliance with insurance leaders who understand the complexities of the P&C market and help you make smarter decisions for long-term growth.
Insurers evaluating a BPO partner should prioritize insurance-specific experience, regulatory fluency, and proven quality controls. A strong partner brings licensed professionals, transparent performance reporting, secure technology integration, and flexibility to scale during CAT events or growth cycles.
Many leading insurance carriers partner with U.S.-based providers such as FOCUS, which combines operational leadership with proprietary policy and claims platforms to deliver measurable outcomes in retention and profitability.
Insurers typically consider outsourcing when they are just starting the company or when internal teams are stretched by growth, volatility, or complexity. Common triggers include rapid premium growth, expansion into new lines or states, high submission or claims volume, CAT exposure, talent shortages, or pressure to reduce expense ratios.
Outsourcing is often most effective when it supports scalability and consistency while allowing internal leadership to focus on underwriting strategy, risk management, and long-term growth rather than day-to-day processing.
The primary benefits include improved scalability, access to experienced insurance talent, cost predictability, and operational resilience during volume spikes. A well-run BPO can also improve turnaround times and process consistency.
The main risks involve loss of control, quality variability, data security concerns, and misalignment with internal workflows or brand standards. These risks are typically mitigated through clear service-level agreements (SLAs), strong governance, transparent reporting, and rigorous onboarding and training.
P&C carriers most often outsource operationally intensive, repeatable, or volume-sensitive functions. These include underwriting support, policy administration, endorsements and renewals, customer service and call handling, first notice of loss (FNOL), claims intake, billing and accounting support, agency services, and print and mail operations. Strategic functions, such as underwriting authority and pricing strategy are usually retained in-house, with outsourcing focused on execution and support.
Insurance-focused BPOs typically operate within the carrier’s existing compliance framework, following documented procedures, regulatory timelines, and audit requirements. Data security is maintained through controlled system access, role-based permissions, encryption, secure infrastructure, and regular internal audits. A good BPO will also align with industry standards such as SOC 2 and work closely with carrier compliance, legal, and IT teams to ensure ongoing adherence to regulatory and data protection requirements.
Effective measurement goes beyond cost savings. Common KPIs include turnaround time, accuracy rates, service-level attainment, quality assurance scores, backlog levels, call responsiveness, customer satisfaction metrics, and rework or exception rates. Financial KPIs may include cost per transaction, productivity per FTE, and impact on loss ratio or expense ratio. Clear reporting cadence and shared dashboards are critical for transparency and continuous improvement.
MGAs should prioritize partners with deep P&C domain expertise, experience supporting delegated authority models, and the ability to scale quickly without disrupting underwriting discipline. Strong training programs, clear quality controls, and familiarity with MGA workflows are essential. Equally important is cultural alignment. An outsourcing partner should operate as an extension of the MGA’s team and brand.
U.S.-based models typically offer stronger alignment with regulatory requirements, licensed staffing, time-zone coverage, and customer-facing quality. This model often makes them better suited for underwriting support, claims intake, and customer service. Offshore models can provide cost advantages for high-volume, rules-based processing but may require additional oversight and controls. Some insurers adopt a blended approach, matching the delivery model to the complexity, regulatory sensitivity, and customer impact of each function.
Stop trading off between cost, control, and quality. A strategic partnership with FOCUS allows you to achieve your operational and financial goals without compromise.
Our approach to Insurance BPO is designed to provide the flexibility, expertise, and resilience your organization needs to thrive in a complex market.
Let’s build a plan to solve your specific challenges.
Contact us today to learn how our Insurance BPO solutions can transform your operations.
