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Case Study

Case Study:
Delivering Long-Term Value through Comprehensive Insurance Services

For over 30 years, FOCUS has maintained a strong, uninterrupted partnership with a leading insurer, dating back to the establishment of the insurer’s predecessor, the Florida Residential Property and Casualty Joint Underwriting Association (FRPCJUA) in 1993. Throughout this relationship, we have consistently provided essential insurance services and scalable solutions, particularly during periods of high demand and catastrophic events.

Key Achievements:
Underwriting Support:
Managed every aspect of the agency relationship, ensuring a seamless experience for the insurer’s members.
High-Volume Task Processing:

In the past five years, we processed over 3.5 million tasks, including New Business Applications, Endorsements, Inspections, Cancellations, and Reinstatements. This operational efficiency allowed the insurer to FOCUS on strategic growth while maintaining exceptional service levels.

Call Center Expertise:
Our team handled over 3 million calls from agents and policyholders, ensuring fast and accurate support, which enhanced the insurer’s reputation for customer service excellence.
Catastrophe (CAT) Event Response:
In the last two years, we were activated to manage all three major CAT events, providing the insurer with critical support during challenging times and helping to expedite claims processing and customer assistance.
Value Derived:
Our comprehensive insurance services have been instrumental in scaling the insurer’s operations, improving customer satisfaction, and responding swiftly to crisis situations. By delivering exceptional underwriting, task processing, and support services, we have enabled the insurer to FOCUS on strategic goals and market expansion, all while maintaining operational resilience during peak demand and catastrophic events.
Key Achievements:
Exponential Growth Support:
From inception, we helped the insurer scale to 120,000 policies, handling critical aspects of daily operations.
Efficient Operations:
Each year, we process over 250,000 tasks and handle more than 150,000 calls, ensuring seamless policy management and superior customer service.
Technology-Driven Policy Administration:
Utilizing the FOCUS core platform, we provide reliable policy administration system support, essential for their sustained growth.
Innovative Takeout Solutions:
We developed a unique technology to complete 50 takeout assumptions from Citizens, managing over 200,000 policies in the process.
Comprehensive Services:
From underwriting operations and customer service to claims First Notice of Loss (FNOL) and policy/statutory accounting, we manage day-to-day operations, freeing the insurer to FOCUS on strategic initiatives.

Case Study:
Driving Insurance Growth & Efficiency Through Tailored Solutions

In 2004, FOCUS partnered with senior management to establish a new insurance company from the ground up. Since then, we have been instrumental in supporting the insurer’s exponential growth to 120,000 policies in force. By leveraging our advanced technology and comprehensive insurance solutions, we’ve ensured their ongoing operational success.

Value Derived:
Our end-to-end solutions have enabled the insurer to scale rapidly, streamline operations, and improve customer experience while successfully navigating complex policy assumptions and regulatory requirements. By leveraging our technology and expertise, the insurer continues to thrive in a competitive market.

Case Study:
Powering Small Commercial Market Entry with a 50-State Service Center

FOCUS partnered with an insurer to establish a dedicated Commercial Lines Service Center, designed to support their successful entrance into the small commercial market. With a team of licensed professionals available from 8 a.m. to 8 p.m., the service center provides a seamless experience for business owners across all 50 states.
Key Achievements:
Comprehensive Market Support:
Our 50-state service center enables direct communication with business owners, ensuring a personalized approach to post-bind sales and service.
Operational Efficiency:
With extended hours, the service center offers unmatched accessibility, supporting the insurer’s small commercial market expansion.
Call Center Expertise:
We manage critical functions like book consolidations and book rolls, ensuring smooth transitions and optimized portfolio management.
Value Derived:
By providing a full suite of commercial line services, we empowered the insurer to scale quickly in the small commercial market while delivering top-tier customer service. Our solutions have enhanced operational efficiency, customer satisfaction, and long-term business growth.
Key Achievements:
Growth Support:
Enabled the insurer to scale from zero to 35,000 policies in force in a short period.
Operational Efficiency:
Each year, we process over 80,000 tasks and handle more than 50,000 calls, ensuring seamless customer interactions and policy management.
System Flexibility
Our platform offers ease of configuration, enabling exposure management and facilitating geographic expansion.
Expert Underwriting:
The experience of our underwriting team provides critical support, enhancing agent ease of quoting and policy issuance.
Core Platform & BPO Services:
We deliver all core system needs, including contact center operations, underwriting, and accounting services.

Case Study:
Accelerating Growth for a New Insurer in the P&C Market

Since 2019, FOCUS has been a key partner in supporting an emerging insurer’s rapid growth from inception to over 35,000 policies in force. Through our comprehensive solutions, we provide the core platform and a full suite of BPO services, helping the insurer scale operations and expand their market presence.

Value Derived:
With our technology and service expertise, the insurer has been able to grow quickly while maintaining high levels of customer satisfaction and operational excellence. Our flexible system and experienced team ensure the insurer can continue to expand efficiently and manage risk effectively.

Case Study:
Trusted Partner for Managing High-Volume Member Support

A large national insurer entrusted FOCUS with managing all members in Florida who did not qualify for their homeowners (HO) policy. Our dedicated team provided end-to-end agency support, handling quoting, binding, endorsements, cancellations, reinstatements, and First Notice of Loss (FNOL) with precision and efficiency.
Key Achievements:
Comprehensive Member Support:
Managed every aspect of the agency relationship, ensuring a seamless experience for the insurer’s members.
High-Volume Operations:
At the peak of the program, we processed over 200,000 calls annually, with a team of 75 licensed agents and customer service representatives.
Exceeding Satisfaction Metrics:
Consistently surpassed insurer expectations in member satisfaction surveys and phone response statistics, contributing to improved customer retention and satisfaction.
Value Derived:
Our dedicated services allowed the insurer to maintain strong relationships with their Florida members, providing top-tier support while meeting and exceeding key performance metrics. Our scalable solutions ensured operational success even at high volumes.
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