Insurance Business Process Outsourcing Services

While insurance coverage is a necessity for many Australians—from individuals to families, homeowners to business owners—the industry is facing new challenges such as low interest rates and stagnant growth. Furthermore, many insurers are trying to figure out how to effectively adopt automation and Artificial Intelligence (AI) to drive product innovation and service delivery. More and more companies are looking to trusted insurance BPO providers to help them in these key areas.

Nearly 55% of insurance executives in Asia-Pacific cite talent shortage as a primary concern. We have a solid track record as an insurance BPO company successfully deploying high-performing outsourced teams for insurance customer support and other insurance back-office tasks—operating out of our world-class offices or from a Work from Home (WFH) set-up. Our professional insurance BPO agents undergo industry-specific training to ensure your campaign is equipped with only the most qualified staff. Team performance is driven by skilled operations management, quality assurance and workforce management (WFM). Lower overhead costs associated with outsourcing will enable reinvestment in customer experience delivery without compromising quality.

Customer experience will continue to be driven by new technologies. Our specialist automation and intelligence teams can transform operations through Robotic Process Automation (RPA) by streamlining repetitive back-office functions such as claims and administration processes. We also offer best-in-class technology, including omni-channel contact centre software for seamless and personalised CX, enterprise-grade telephony systems and 99.999% network availability to ensure ‘local call’ clarity and uninterrupted service. Effectively integrated our advanced technology will help you strengthen customer relationships.

It’s becoming more difficult for insurers to manage regulatory pressures, with greater risks around fraud, data security and conduct. At Acquire BPO, we’re committed to information security: we adhere to strict compliance protocols such as HIPAA, PCI-DSS and SOC 1&2 attestations to ensure critical mistakes are avoided and your customers’ information is always protected. Our outsourcing solutions are supported by a secure, highly redundant network to equip your healthcare campaign with the tools you need to improve your non-core functions while improving customer experiences by making your processes more efficient and available 24/7.

“Acquire has been a fantastic partner for nib. From the outset, they have worked hard to understand our particular requirements and shown a great deal of flexibility in setting up the relationship for success. There is a joint, laser-like focus on ensuring we are delivering great member outcomes. I continue to be impressed with the quality of the local leaders that Acquire has working on our account. Our goal at the outset was to have the Acquire leaders and consultants feeling like they work for nib and are part of the nib culture. I’m proud that we’ve managed to achieve that.”