Insurance Customer Service Outsourcing Experts

Insurance customer service outsourcing is not just about cutting costs—it is a strategic decision to build resilience and drive profitable growth. For P&C carriers and MGAs, the pressure to improve operational efficiency while enhancing customer experience has never been greater. Persistent staffing gaps, the high cost of modernizing legacy systems, and the constant threat of catastrophic events strain internal resources.

Success depends on a partner that delivers quantifiable results, not just promises. FOCUS Insurance Services provides proven, U.S.-based insurance BPO services that integrate seamlessly into your operations, measurably improving retention and reducing operational drag.

The Challenge: Why Standard Insurance Customer Service Outsourcing Fails

Many business process outsourcers promise expertise but deliver complexity. Common pitfalls include offshore teams that create brand disconnects, rigid technology that disrupts your existing systems, and a lack of verifiable performance data.

This leads to the very problems you sought to solve: loss of control, data security risks, and a decline in the customer experience that ultimately hurts retention and your bottom line. A true partner must operate as a secure, transparent extension of your own team, managing all policyholder and agent requests in compliance with your guidelines and brand standards.

The FOCUS Solution: A Data-Driven Partnership for P&C Operations

We built FOCUS on a foundation of deep insurance specialization and verifiable performance.

Our model is designed to solve the core challenges of P&C operations, delivering measurable improvements to efficiency, compliance, and growth. We do not just manage processes; we deliver outcomes backed by data.

100% U.S.-Based, Audit-Ready Operations

Our entire team of over 300 professionals is U.S.-based, eliminating offshore risks and ensuring cultural alignment. This onshore model is fundamental to our audit-ready compliance framework, giving you confidence in data security, regulatory adherence and delivering to your brand standards. The result is a superior customer experience.
Our clients have given us a world-class Net Promoter Score (NPS) of 70+—a score that indicates exceptional customer loyalty and is correlated with superior financial performance.

System-Agnostic Integration without Disruption

We work within your existing technology stack. There is no forced migration to a proprietary platform that adds friction to your operations. Our system-agnostic approach is proven to be effective and efficient.

In one instance, we managed a complex AWS cloud migration for a client, reducing the project timeline from an estimated 3-6 months to just one week per entity.

Flexible Scaling for a Volatile Market

Handle CAT events and market expansion with a responsive partner. The increasing frequency of catastrophic events is a major challenge for the P&C industry, overwhelming internal claims handling capacity.

We have successfully managed 22 catastrophic events since 1992, activating four separate events in the last two years alone for a key property insurer.

Our model allows you to scale your team on demand without the burden of fixed costs or restrictive long-term contracts.

Proven Impact on Your Most Critical KPIs

Our partnership translates directly to your balance sheet. For carriers and MGAs, superior customer experience is a direct driver of profitability.

Policies serviced by our teams see retention rates increase by over 6%.

Operationally, we have helped clients reduce underwriter effort by 45% and cut claims leakage by over 70%, demonstrating a clear return on investment.

Our Comprehensive Insurance BPO Services

FOCUS provides expert, licensed, and certified support across the entire insurance value chain. Our insurance operations services are designed to function as a seamless extension of your organization, from customer-facing interactions to complex back-office functions.

High-Touch Customer Service

Our U.S.-based, teams manage omni-channel support with a focus on first-call resolution. We create seamless, proactive communication strategies that build trust and reflect your brand’s commitment to quality. This high-touch service is fundamental to driving the policyholder satisfaction that leads to higher retention.

Underwriting Management

Free your underwriters from high-volume transactional tasks so they can focus on complex risk analysis and strategic growth. We handle submission intake, risk evaluation, and policy lifecycle management, aligning with your specific guidelines. For one MGA partner, our support helped improve their submission-to-bind ratio from 17% to 22%.

End-to-End Claims Management

With over 100 years of combined team experience, we manage the full claims lifecycle with empathy and precision. The claims process is a critical moment of truth where technology must be balanced with a human touch. We handle everything from FNOL intake and ongoing communication to final payment and complex compliance handling, ensuring a supportive experience for your policyholders.

Policy, Billing, and Distribution Support

We ensure accuracy and speed across all policy transactions, billing and collections, and agency administration. All processes are backed by Service Level Agreements (SLAs) and real-time Quality Assurance monitoring to guarantee performance and free your internal teams to focus on growth initiatives. This comprehensive support makes insurance agency customer service outsourcing a strategic advantage.

The Technology and Talent That Drive Results

Superior results require more than just process. They require the right people and the right technology. Our proprietary SaaS insurance platform, InFocus, provides a modern, cloud-native core system with open APIs for seamless integration. But our greatest asset is our people.

The insurance industry faces a critical talent gap, with an estimated 400,000 employees set to retire by 2026. Our team of over 300 U.S.-based professionals, including 75 licensed agents and CSRs, provides an immediate solution to this challenge. They are trained insurance specialists who operate as brand ambassadors for our clients.

Stop managing operational headaches and start driving strategic growth. Partnering with FOCUS gives you the confidence that your customer service, underwriting, and claims operations are not just handled, but optimized for performance and profitability. Reduce risk, improve retention, and scale with a proven leader in outsourced insurance customer service, contact us today.

InFocus Platform API Integrations

The FOCUS Difference:
Tangible Results, Not Vague Promises

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U.S.-Based Teams

Outsourcing Insurance Customer Service Success Stories

Flexible Partnership Models For Underwiting Outsourcing

The goal of underwriting outsourcing isn’t just saving money—it’s enabling growth. The best proof is a history of success. We helped one client grow its commercial division from $0 to $62 million in premium volume.

Let’s discuss how our approach to underwriting services can help you grow.

Building Success from the Ground Up: A 20-Year Partnership

Since 2004, FOCUS has been a trusted partner in helping a major insurer grow from zero to 120,000 policies in force. We manage daily operations, process over 250,000 tasks each year, and have developed cutting-edge technology to handle complex policy assumptions.

Expanding into the Small Commercial Market with Nationwide Support

FOCUS helped a leading insurer enter the small commercial market with a 50-state service center, offering direct support to business owners from 8 a.m. to 8 p.m. Our services include post-bind sales, book consolidations, and book rolls to ensure smooth transitions and customer satisfaction.

Fueling Rapid Growth for a New Insurer

Since 2019, FOCUS has helped a new insurer grow from zero to over 35,000 policies in force. With our core platform and complete BPO services—including contact center, underwriting, and accounting—we ensure operational efficiency, ease of quoting, and system flexibility for geographic expansion.

Supporting a National Insurer’s Florida Members with Excellence

FOCUS was trusted to manage all members who didn’t qualify for a national insurer’s homeowners policy in Florida. We handled over 200,000 calls annually, delivering seamless service for quotes, binding, endorsements, and more—all while exceeding member satisfaction goals.

Let's Build Your Company's Success Together

Driven by a passion for growth but unsure of the next steps?

FOCUS has the expertise to guide you every step of the way.

Whether it’s product information, partnerships, or tailored solutions, we’re here to support your journey.

Get in touch, and let’s start shaping your success today.