Insurance Business Process Outsourcing Services

Our insurance BPO services drive operational excellence, innovation and security.

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Acquire BPO’s insurance BPO outsourcing offering includes contact centre, back-office and automation solutions for health, travel, life and property insurance providers. We have 15-years’ experience in insurance BPO solutions. Our contact centre solutions for insurance companies have helped them achieve operational excellence, cost efficiency and technological innovation to meet customer expectations. 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.

Outsourcing benefits for insurance providers

Capability & performance

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.

Technology & innovation

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.

Security & compliance

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.

Insurance BPO services

Our solutions include, but are not limited to:

  • Audit-Related Tasks
  • Claims Processing
  • Data Conversion
  • Data Entry
  • Direct Bill Entry
  • Document Delivery
  • Indexing
  • Invoice Processing
  • Policy Checking
  • Policy Maintenance
  • Policy Rating
  • Product Development
  • Renewal Letters

Our valued clients

Acquire BPO’s outsourcing solutions are trusted by the following client partners:

Why Acquire BPO?

Industry expertise

Proven operational performance by talented resources, guided by a global management team with deep knowledge of the Australian insurance industry.

Availability of resources

Scalable operations with an extensive talent pool of skilled agents, data specialists and medical transcriptions, to name a few—ready to work from our state-of-the-art workspaces or remotely.

Innovative technology

Remarkable, personalised and 24×7 customer experiences through specialised automation & Artificial Intelligence (AI) support and leading-edge omni-channel technology.

Seamless client experience

Risk-free transition, hands-on focus and cultural alignment through local Client Relationship Managers (CRMs) and PRINCE2-certified Project Managers.

Security & compliance

Global PCI certification and compliance to standards and best practices including HIPAA, SOC 1&2, COPC, Australian Privacy Laws, Australian Financial Services Regulatory Framework and ISO/IEC 27001:2013.

99.999% network availability

Redundant infrastructure, onshore data storage in highly secure and stable locations, purpose-built design for real-time traffic applications, voice and video.

Proven results

“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.”

Rhod McKensey,
Group Executive – Australian Residents
Health Insurance | Chief Executive Office, nib

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