Sitel Group and SYKES are now Foundever
Specialized insurance expertise meets outsourcing excellence
Maximize efficiency, regulatory compliance and customer satisfaction across all insurance types, customer journey stages and channels. Partnering with us makes it all possible.
Customer loyalty thrives with balanced priorities
With rising loss ratios, compliance risks, complex customer journeys and lack of trust threatening profitability, insurers must find ways to improve customer experiences while reducing costs and risk. That’s where we come in.
We help insurance companies
Meet customers how and when they want to interact
Cultivate customer confidence
Mitigate fraud risk & preserve data integrity
Lower expenses and heighten performance
From simple policies to complex claims, our agents can handle every insurance need, in all scenarios
Insurance policy types
- Auto
- Home
- Renters
- Life
- Disability
- Long-term care
- Dental
- Travel
- Accident
- Umbrella
- Benefits administration
- Pet
Services
- Policy servicing
- Acquisition
- Cross-sell/upsell
- Retention/renewal
- Claims
- FNOL
- Adverse carrier
- Annual enrollment benefit administration
- Roadside assistance
- Collections
- Licensing as a Service
- Back office
- Appointment setting
Specialized support from seasoned licensed professionals
Our licensed experts navigate complex claims and inquiries with precision, leveraging expansive knowledge honed from years of diverse insurance experience. They provide:
- Discerning counsel to guarantee optimal coverage
- Frictionless renewals for uninterrupted service
- Smart cross-sell opportunities to increase policyholder retention
- Expert claims management adept at navigating complexities across all policies
Ongoing policy assistance from friendly unlicensed teams
Complementing their licensed counterparts, our unlicensed agents provide essential day-to-day customer support, including:
- Patient, caring support for addressing common customer inquiries about policies, billing and more
- Compassionate support when processing first notice of loss (FNOL) claims, so customers feel heard and cared for during difficult times
- Seamless handoffs to specialized licensed agents for addressing complex policy or claim issues
We leverage decades of insurance CX expertise to create impactful connections with policyholders on their channel of choice. See six ways balancing skilled agents and technology can foster lifelong value and loyalty.
Client success story
Century-old P&C insurer with customizable solutions transforms challenges into efficiencies
Our client, a leading global property and casualty insurer, engaged us to optimize their customer service operations. With over a decade of expertise in the insurance sector, our seasoned team was well-positioned to assist.
We undertook a detailed process of reverse-engineering personal policy calls. By analyzing real customer conversations, we identified specific opportunities to improve efficiencies and align with the client's key KPIs like customer renewal levels, sales growth and collection rates.
Leveraging both our operational excellence and deep insurance industry knowledge, we helped the client:
- Streamline processes through effective call handling and automation
- Align operations by developing a customized customer service training program
- Apply proven practices beyond calls, including claims and online support
Enforce a 360-degree approach to compliance and security
Our dedicated compliance team anticipates unique insurance security needs before issues arise by pairing human insight with advanced technology and in-depth policy lifecycle expertise. By combining oversight with advanced analytics and AI, we tailor robust programs to meet compliance requirements at every stage and rigorously test insurance-specific security.
Compliance pacesetters
Our tailored programs breed compliance and integrity company-wide, adhering to regulations, fixing issues fast and avoiding penalties.
Masters of insurance regulations
Our compliance experts closely track laws and regulations, ensuring continuous alignment across all business operations, wherever they happen.
#1 in security standard
We blend human oversight with advanced analytics and AI to meet your security needs in a way no other BPO can match.
- Certified security protocols and technology
- Dedicated teams specializing in data privacy
- Rigorous policies for remote access and work from home
- Physical and environmental controls for facilities
- Custom security provisions to meet client requirements
Client success story
Compliance partnership drives higher standards for 100-year-old military insurer
When crafting a compliance program for the largest military banking and insurance company, we set out to cultivate an ethical, proactive corporate culture. We developed a comprehensive program encompassing regulatory, brand, QA and security standards through an integrity-focused approach.
This forward-thinking program surpassed the client’s already rigorous requirements, impressing them enough to become an internal model. Their strong compliance mantra meant high expectations, yet our solution stood out as exemplary. Soon adopted more broadly, it provided a new benchmark cementing their commitment to continuous improvement.
In all, we helped the client:
- Reduce fine risks through proactive compliance
- Mitigate fraud through early detection
- Maintain brand reputation by avoiding negative publicity
Our universal operations standards empower consistent service delivery and guarantee we provide uncompromising excellence, no matter the geography, industry or account size.
PeakOS framework
We’ve mastered the formula for delivering reliable, quality service while optimizing costs and resources. It ensures you have consistent systems in place for managing disruptions, avoiding risks and driving maximum operational efficiency.
CX Everywhere
Our hybrid model combines work-from-home agents and support hubs to give insurance organizations access to a flexible global network of highly-trained customer service professionals for adaptable, resilient operations.
Advanced tech
By integrating leading CCaaS and WFM platforms with real-time interaction analytics and conversational AI, we enable complete policy oversight to provide customer-focused service fully aligned with all regulatory rules and protocols.
Client success story
A top three U.S. auto insurer maximizes renewals through data-driven coaching
Soon after partnering with this Fortune 100 company, we utilized our expertise to analyze the specific agent behaviors optimizing policy renewals. Armed with these data-backed insights, we tailored our management and coaching to align with those high-impact behaviors.
And by continually tracking performance data over time, we were able to refine and improve our coaching approach for even greater policy renewal gains year over year.
This hands-on collaborative approach allowed us to exceed client expectations by:
- Pinpointing successful agent trends
- Rapidly disseminating renewal-driving knowledge
- Surpassing previously set goals and metrics
