For US P&C Insurance Carriers · Call Center Outsourcing

If you run claims or customer care at a US P&C carrier, CAT surge is your unfunded mandate.

NAIC-compliant nearshore call center at $14 to $22 per agent hour all-in. FNOL intake, customer care, policy service, billing, and renewal coordination. Guidewire ClaimCenter, Duck Creek, Insurity, MajescoMobile native. State DOI overlay. CAT surge configurations to 300+ seats.

$14 to $22/hr CFG nearshore NAIC-aligned $28 to $48/hr US-onshore insurance call center fully loaded 45 to 60% cost reduction at scale
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Three P&C operations problems we solve

What VPs of Claims and Customer Care tell us at the discovery call.

01

"CAT surge breaks our abandonment SLA"

FNOL volume spikes 4x to 10x during named storm windows, regional weather events, and wildfire/freeze CAT scenarios. In-house teams break abandonment SLA, hold time goes to 20+ minutes, NPS craters during the exact moment policyholders need the carrier most. CFG runs CAT surge configurations to 100 to 300+ seats on 48 to 72-hour activation, with AI QA staying at 100 percent of calls even at peak.

02

"Eligibility and policy-service volume eats customer care"

Mid-term endorsement requests, address changes, vehicle additions, driver updates, billing questions, payment plan setup typically absorb 60 to 75 percent of customer care call volume but never get formally separated from claims. CFG splits the workflow: customer care nearshore handles policy-service volume; in-house customer care covers escalations and licensed activity. Cost drops 45 to 60 percent, NPS goes up.

03

"State DOI complaints are eating market conduct"

State DOI consumer-protection rules vary by state (CA, TX, FL, NY are the strictest). DOI complaints flag in NAIC market conduct exams. CFG bakes state DOI overlay into the call flow, complaint handling routed to your carrier complaint registry with TAT under state DOI expectation, AI QA scores every call against the state-specific consumer-protection rubric.

NAIC, state DOI, GLBA

NAIC market conduct. State DOI overlay. GLBA-aware data handling.

  • NAIC market conduct standards: CFG operations align with each carrier's domiciled state and any state where the carrier writes. Calls scored against NAIC market conduct rubric in AI QA.
  • State DOI overlay: California Department of Insurance, Texas DOI, Florida OIR, New York DFS, Illinois DOI, Pennsylvania PID consumer-protection rules baked into the call flow.
  • GLBA-aware PII handling: policyholder PII and financial information handled per GLBA Safeguards Rule. Role-based access scoped per workflow.
  • Recording disclosure compliance: one-party-state and two-party-state recording laws baked into the agent script. Recording consent confirmed before any call recording.
  • Complaint handling SLA: any DOI-flagged complaint routed to your carrier complaint registry within 24 hours, with TAT under state DOI expectation.
  • NDA-by-default + signed BAA-equivalent insurance data handling agreement: every CFG insurance agent signs a confidentiality agreement covering policyholder PII, claim data, underwriting rubric, and carrier proprietary scripts.
  • AI QA on every call: NAIC market-conduct rubric + state DOI rubric + carrier-specific quality rubric scored same-day in the CFG client portal.

Production benchmarks

What a CFG P&C carrier program produces.

$14 to $22
Per agent hour all-in
25 seats
Minimum pilot size
75 to 300+
Scale program range
300+ seats
CAT surge ceiling (48-72hr activation)
45 to 70
Calls per agent per day
96%
FNOL data-capture accuracy
10 to 14 days
Pilot ramp incl. Guidewire sandbox
19%
90-day attrition (below US insurance BPO avg)

Delivery footprint

Where we staff your P&C carrier program.

CFG delivers US P&C carrier programs from four nearshore locations. Jamaica EST year-round for East Coast carriers and multi-state programs with English-only policyholder bases. Trinidad AST for carriers running material billing, payment processing, and finance back-office workflow where the Trinidad bench's finance-services literacy reduces ramp on payables, AR, and reconciliation. Colombia bilingual for carriers writing in Texas, Florida, California, Arizona, NY metro where Hispanic policyholder volume is meaningful and Spanish-language customer care is a NAIC market-conduct lever. Belize CST for carriers HQ in Texas, Chicago, Minneapolis where Central Time alignment matters for CAT-zone exposure.

Related programs

Same operations stack, different insurance buyer or scope.

Other insurance and adjacent programs

Delivery country options

Every CFG P&C carrier pilot ships connected to the CFG client portal: live policyholder call transcripts, NAIC-rubric AI QA on every call, supervisor dashboards visible to your VP Claims and VP Customer Care, and a 24-hour replacement coverage SLA.

Get a 24-hour quote on a P&C carrier program.

$14 to $22 per agent hour all-in. 25-seat minimum pilot. NAIC-aligned. State DOI overlay. Guidewire, Duck Creek, Insurity native. CAT surge configurations to 300+ seats.

Get my 24-hour quote