Insurance customer service outsourcing support

Customer service in insurance

There are many reasons why the insurance sector is choosing to outsource its customer management, reasons which go way beyond the more obvious cost reductions.

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But, ultimately, they all boil down to one overarching goal: to improve, or maintain, the best experience possible for their customers. Many insurers are turning to insurance customer service outsourcing to help achieve this without compromising quality or compliance.

Claims inflation looks set to remain an issue. Add to that a general rise in operational costs, recruitment and retention challenges and the ongoing implications of the FCA’s pricing regulations and calls for more transparency. Meanwhile customers are looking for increasingly competitive deals and great customer service, via the channel(s) of their choice.

Outsourcing your customer service and insurance claims handling

At Sigma Connected, we partner with leading insurers, providing them with contact centre support, outsourced claims handling and policy administration through all the stages of the insurance customer lifecycle.

We have a team of client care insurance specialists based in the UK and Cape Town, used to working in an FCA regulated environment.

You can use our services long term, or for shorter bursts and rapid ramp-ups, when you need extra support. Our focus is to maximise LTV of your customers and provide proactive retention strategies.

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Contact centre agent providing outsourced insurance customer service

Best customer service in insurance

We chose South Africa for our offshore delivery as it is known for its reputation for outstanding customer service, cultural affinity, infrastructure, naturally friendly and empathetic manner, and value for money (up to 50% less than the cost of the UK). Our insurance agency customer service outsourcing model gives insurers the flexibility to maintain service quality while scaling their operations efficiently.

We can deliver an omnichannel customer experience across voice, email, web chat, SMS and social media. Data analytics and root cause analysis helps us to monitor and optimise customer contact processes. We also invest in the latest digital technology – such as AI, automation, and IVR – all of which we can use to improve your customer services. Above all, we are firm believers in the human element of the customer experience and the need for empathy and compassion.

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Industry expertise

Head of Client Operations, Insurance at Sigma Connected

Donna Hunt
Head of Client Operations, Insurance

Donna is our Head of Client Operations for Insurance, with over 25 years’ experience delivering large-scale contact centre and offshore outsourcing models in highly regulated environments. She has a strong track record of leading UK and South Africa partnerships that deliver consistent customer outcomes, regulatory compliance, and commercial value.

Operating at SMF3 level within the insurance sector, Donna provides FCA-aligned governance and conduct risk oversight across onshore and offshore operations. She is accountable for end-to-end service delivery, financial performance, and governance across UK insurance outsourcing partnerships, and is a trusted senior partner to clients and stakeholders.

Our insurance policy administration solutions cover the full customer lifecycle:

onboarding / welcome calls
mid-term adjustment (MTAs)
policy changes
document queries
payment defaults
telematics incident management
changes in medical circumstances
renewal
cancellation – retention / save the sale

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Agents delivering insurance customer service outsourcing support

Contact centre agents delivering insurance customer service support

Our insurance claims handling services include:

first notification of loss (FNOL)
accident management fulfillment
repairer network selection
total claims management
home emergency response
medical claims (including travel and pet)
complaint management

By outsourcing claims handling, insurers can streamline operations and ensure consistent service delivery throughout the claims journey.

Get in touch with our team today

If you’d like to chat to our team about outsourcing insurance claims handling or customer service support, fill out our handy contact form below and we’ll work with you to shape a tailored solution.