Insurance Outsourcing Services
run from the Philippines
Insurance outsourcing services put a dedicated team on repeat work behind policies and claims: servicing, underwriting support, claims intake, and billing calls. Agencies, MGAs, and carriers use them to keep licensed staff on licensed work. Digital Minds BPO runs them from three facilities in Naga City, Philippines, at an estimated $1,092 to $1,764 per agent a month, billed hourly.
Pick a time that suits you, straight from our calendar.
- Savings
- 70%
- Up to, against a US hire
- Retention
- 94%
- Client retention rate
- Partnership
- 4.7yrs
- Average client relationship
- Since
- 2010
- 15+ years building dedicated teams
These teams have covered sales support, a government call center, and a 24/7 ID-verification back office. An insurance team would run on the same dedicated, supervised model.
What are insurance BPO services?
A BPO in insurance is an outside company that runs repeat insurance work for you, such as policy servicing, underwriting support, claims intake, and billing calls. Insurance BPO services put a dedicated team inside your systems to do that work, while your licensed staff keep every decision that needs a license.
How it works: you pick the work, we recruit and supervise the team daily, and anything licensed goes to your people. Insurance process outsourcing applies the same idea to one process at a time, such as taking first notice of loss calls.
Insurance outsourcing services we take on. Six groups of work.
Each group runs inside your agency management system or policy admin system. Licensed decisions stay with your staff.
Policy servicing and agency admin
Endorsements, certificates of insurance, policy changes and data entry, done inside your agency management system, with anything needing a license routed to your licensed staff.
See the serviceUnderwriting support
Clears underwriting suspense (files held for missing information), orders loss runs, and chases missing documents from agents and insureds, so underwriters decide on complete files.
Claims intake and FNOL calls
Intake runs in order: take the call, record the loss details, enter the claim in your system, hand it to your adjuster. Status calls follow.
See the claims intake stepsBilling and premium payment calls
First-party premium billing and payment calls to your policyholders, with each call noted in your system, and coverage questions passed to your licensed staff.
Renewals outbound
Outbound calls ahead of renewal: confirm policyholder details, flag missing items, and transfer any question about terms to your licensed staff.
Policyholder service and calls
Insurance call center outsourcing for inbound service calls. Insurance customer service outsourcing covers billing, documents, and status; anything about coverage goes to your licensed staff.
See the serviceWho we support
Four buyers, four task lists. Each is work our team prepares and checks; your licensed staff decide.
Agencies
Insurance agency back office outsourcing takes repeat paperwork off your producers and your licensed staff.
- Certificates of insurance and endorsements
- Policy changes entered in your agency management system
- Missing-document follow-up with insureds
- Renewal outbound calls to insureds
- Premium payment calls to your policyholders
MGAs
MGAs carry underwriting files from many agents. Our team prepares and checks them; your underwriters keep the authority.
- Clearing underwriting suspense
- Ordering loss runs
- Bordereaux data entry from your source files
- Carrier reporting prep, compiled for your review
- File checks against your delegated-authority guidelines, with exceptions flagged to you
Carriers
Carriers hand over the volume work that needs no licensed decision.
- First notice of loss intake calls
- Claims data entry
- Claim status calls to insureds
- Policyholder service calls
- First-party premium billing and payment calls
TPAs
TPAs run claims for other companies, and intake and follow-up are the repeat work.
- First notice of loss intake
- Claims data entry in your system
- Status calls on open claims
- Chasing missing documents
- Document requests to insureds and agents
What stays with your licensed staff. And what our team does.
Who binds and quotes coverage?
Your licensed staff. Our agents hold no US insurance producer license, so they never bind coverage, quote it, or give coverage advice. A caller who asks for any of that is transferred to your licensed staff.
Who decides underwriting, settlement, and payment?
You do. Underwriting decisions, claim settlements, and payment approvals stay with your licensed people. Our team prepares the file, checks that it is complete, and flags what needs a decision.
What does our team do instead?
Verify, gather, process, update records, follow up, and transfer. That means checking policy details, collecting missing documents, entering data in your system, chasing loss runs, and calling insureds for status.
How do handoffs reach your licensed staff?
At onboarding you name a licensed contact and a path for each situation: a live transfer, a task in your system, or a note. We write those paths into your SOPs, and our supervisors keep them current.
How an insurance team goes live
From signed agreement and deposit to team start: 15 to 30 days, depending on role complexity and team size.
- Step 01Together
Talk it through
A discovery call covers the insurance work you want to hand over, the system it runs in, your call volumes, and who on your side is licensed to take handoffs. We confirm the roles and the timeline.
Your partWalk us through one process, start to finish.
- Step 02Our side
Get the proposal
We send a proposal with the team structure, rates by tier and role, the recruitment timeline, and an overview of the contract terms.
Your partReview it and sign to confirm scope and rates.
- Step 03Together
Sign and pay the deposit
After you sign the proposal, we send the service agreement, which holds an NDA and an outsourcing agreement. You sign it, pay a one-month security deposit applied to your final month, and recruitment begins.
Your partSign the agreement and pay the deposit.
- Step 04Together
Choose your team
We source and screen candidates, test them on skills, communication, and tool proficiency, then arrange video interviews with the shortlist.
Your partInterview the shortlist and choose your team.
- Step 05Together
Start work
Agents begin in our Naga City offices and train on your SOPs and systems; the first 5 days of training are free. Reviews at 30, 60, and 90 days track your KPIs.
Your partGive system access, your SOPs, and a named contact.
Insurance outsourcing services rates. Published, not hidden.
One rate card, all three tiers. Every monthly figure is an estimate, billed hourly on actual hours worked, and priced per person, never per policy, claim, or transaction.
$1,092 to $1,764 per agent per month ($6.50 to $10.50 an hour), estimated, billed hourly.
Insurance team
Dedicated insurance team- Entry · 0 to 1 years$6.50/hr$1,092 est./month
- Mid · 1 to 3 years$8.50/hr$1,428 est./month
- Expert · 3 to 6 years$10.50/hr$1,764 est./month
Each month bills hours actually worked. Vacant seats, replacement gaps, and unpaid absences are not billed, except the notice period after the pilot. Healthcare payer and provider insurance work (eligibility, benefits, prior authorization) uses the Medical Billing card; see insurance verification. Your proposal shows the exact line for your team.
Insurance back office outsourcing or an in-house hire?
| Item | Digital Minds dedicated team | In-house hire |
|---|---|---|
| Fully loaded cost | $1,092 to $1,764 est. monthly per agent, billed hourly. Daily supervision included | Wages, payroll taxes, benefits, equipment, and space for every hire |
| Time to hire | 15 to 30 days from signed agreement and deposit to team start | You run the search, screening, interviews, and onboarding |
| Training and ramp | First 5 days of training free, then reviews at 30, 60, and 90 days | You write and run the training, and pay salary while the hire ramps |
| Supervision | A Team Leader and a Project Manager supervise at no extra charge | Your principal or operations manager coaches, schedules, and covers absences |
| Turnover risk | If an agent leaves, we replace them at no recruitment cost. A vacant seat bills nothing | Every departure costs a search, retraining, and a gap in your coverage |
How we protect your data. And what we do not claim.
Facilities
- Agents work only from our Naga City facilities, never from home
- Biometric fingerprint access to production floors
- 24/7 security guards and CCTV
- No personal phones or USB drives on the production floor
Workstations and network
- Company-owned, hardened desktops
- USB ports restricted and printing disabled
- Redundant internet lines and power, with backup generators
- VPN-capable connections to your systems
People
- Every employee signs an NDA at hiring
- Every hire clears NBI, police, employer, and reference checks
- 100% of agent activity is recorded
- Data-protection training at onboarding
Compliance
- Philippine Data Privacy Act (RA 10173) compliance, with a certified Data Protection Officer
- HIPAA Privacy and Security training for staff who handle healthcare data
- What we do not claim: we do not hold SOC 2 today, we do not hold ISO 27001 certification, and we hold no state insurance licensing
Proof you can check
- Client retention rate
- 94%
- Average length of a client partnership
- 4.7 yrs
- Voluntary attrition, all staff, annual
- 8 to 10%
- Philippine BPO voluntary attrition (CCAP and Willis Towers Watson: 31% in 2022, 36% in 2021)
- 31 to 36%
- Capacity to build single-client teams
- 50 to 100+
Our voluntary attrition is roughly 3 times better than that benchmark.
From our clients
We had a bad experience with an outsourced staff prior to them and this gave us a negative impression with the bpo industry. … 4 years later we are still working with them! It was the best decision we ever did in our business.
We’ve been so happy with our decision to work with Digital Minds as our outsourcing solutions provider. They have been the perfect offshore outsourcing partner for us not just because of the cost savings but because of the quality of the Filipino Workers they have provided us.
Their team has integrated so well that it feels like we have them physically in the office.
These quotes come from clients outside insurance.
Insurance work runs on follow-up and exceptions. Our clients stay long enough for the team to learn theirs.
Insurance Outsourcing in the Philippines. Run from Naga City.
If you are weighing insurance outsourcing companies in the Philippines, four questions decide it: time zone, English, supervision, and coverage hours. Here are our answers, from Naga City.
Time zone. US business hours fall in the Philippine evening and night. The US evening window, about 5 to 9 PM Eastern, lands at about 6 to 10 AM in Manila while the US is on standard time (5 to 9 AM during daylight time). That puts evening first notice of loss and service calls in the Manila morning.
English. Candidates are screened for English communication and tested on skills and tool proficiency, and you interview the shortlist by video before anyone starts.
Supervision. Agents work from our Naga City facilities, never from home, under a Team Leader and a Project Manager, and agent activity is recorded.
Coverage hours. Round-the-clock coverage on one queue takes at least 5 agents. A team of 3 or 4 covers extended hours, not 24/7, and your proposal will say which one you are buying.
These shift by an hour when clocks change; on US standard time the evening window is 6am to 10am in Manila.
How to choose an insurance outsourcing partner
Comparing insurance BPO companies? These five questions work on any of them, us included.
| Criterion | Question to ask | What to look for |
|---|---|---|
| 01Licensing boundary | Question to askDo your agents hold a producer license, and what will they never do? | What to look forA written list of what agents never do, such as binding, quoting, or advising on coverage. |
| 02System access | Question to askWhich agency management or policy system will the team work in, and who controls access? | What to look forWork done inside your system, with access you grant and scope to the work. |
| 03SOP ownership | Question to askWho writes and owns the SOPs for each task, and how are they updated when your carrier rules change? | What to look forSOPs written by the provider and owned by you, with a named step for updating them when rules change. |
| 04Decision rights | Question to askWho decides underwriting, settlement, and payment, and how does a case reach them? | What to look forThose decisions stay with your licensed staff, with a named handoff for each case. |
| 05Rates and exit | Question to askAre rates published, and what are the exit terms? | What to look forPublished tiers billed on hours worked, a stated team minimum, and a defined pilot. |
Is this a fit? Honest both ways.
Talk to us if
- You want a dedicated team, starting at 3 agents, that learns your process and stays
- You can give us your SOPs, access to your agency management or policy system, and a licensed contact for handoffs
- You would rather we handle recruiting, training, and daily supervision
Look elsewhere if
- You need licensed producers to sell or bind policies. Our agents hold no US producer license
- You need fewer than 3 people
- You need third-party debt recovery. It takes collection-agency licensing we do not hold
Request a proposal
Tell us which insurance work you want to hand over, the system it runs in, and how many people you need. An advisor reads every request and comes back with questions or a proposal outline.
We came to Digital Minds BPO with a customer service turnover problem in the US. What surprised me most was how quickly the team became part of our family.
Insurance outsourcing services FAQs
What is a BPO in insurance, and how does insurance process outsourcing work?
Can your agents sell or bind policies?
How much do insurance outsourcing services cost, and what is the minimum team?
What does insurance agency back office outsourcing cover?
Which systems can your team work in?
Is insurance back office outsourcing secure, and who supervises the team?
Can you cover evenings or 24/7?
What contract terms do you offer?
Tell us which insurance work to hand over. We’ll show you the team and the rates.
Book a consultation and we’ll map the work, your systems, and the handoffs to your licensed staff. Prefer to talk now? Call the number for your region.
US +1 302 501 7702 · UK and Europe +44 736 049 6832 · Australia +61 495 033 200 · New Zealand +64 781 07413