Company Name
Insu serve1 – Insurance Back Office Services

Product Name
Insurance Virtual Assistants

Do you operate during U.S. business hours?
Yes

What is your ideal agency size to work with (i.e. number of employees)?
1-5, 6-10, 11-25, 26-50, 51+

Do you have an E&O Policy?
Yes

Is your contract based on a minimum number of:
Hours Per Month

Is there a minimum term of engagement required?
Yes

What is the minimum term of engagement?
Two months

How long does it take for an agency to get started?
Less than a week

Do you have a process for terminating a contract?
Yes

If yes, please elaborate:
One month notice to contract.

Where is your operations center/team based?
India

Is your staff located only on-site in your facility?
Yes

Is the agency able to interview and select its support staff?
Yes

Do you provide quality control, reviews, and/or accountability for your staff?
Yes

How do you handle quality control, reviews, and accountability?
Insuserve1 typically employs a comprehensive approach to quality control, reviews, and accountability to ensure that they deliver reliable and accurate services to their clients, particularly in the insurance industry where precision is paramount. Here’s an overview of how they typically handle these aspects:

• Quality Control Measures
• Client-Specific Guidelines
• Technology and automation
• Continuous Improvement
• Accountability
• Client Reviews
• Compliance Monitoring
• Performance Metrics

Which workflows do you support?
Only use the agency procedures

Do you use monitoring tools to evaluate staff effectiveness?
Yes

How do you source your staff?
Insuserve1 typically sources its staff through a combination of methods and strategies to ensure they have a skilled and qualified team capable of providing top-quality services to their clients, particularly in the insurance back-office sector. While their specific processes may vary, here are some common methods they may use to source staff:

• Recruitment Agencies
• Online Job Portals
• Employee Referrals
• University Partnerships
• Social Media and Networking
• Recruitment Drives
• In-House Talent Pool
• Outsourcing Partners

Do you have specific hiring criteria?
Yes

If yes, please elaborate on your hiring criteria:

• Education and Qualifications: Depending on the role, candidates may need to have a specific educational background or relevant certifications. For example, positions in insurance processing may require knowledge of insurance principles, and candidates with insurance-related degrees or certifications may be preferred.
• Experience: Previous experience in a similar role is often highly valued. For example, candidates for insurance data entry positions may be expected to have prior data entry or administrative experience.
• Industry Knowledge: Candidates with a solid understanding of the insurance industry, its products, and regulations are often preferred. This knowledge can be crucial for roles involving policy administration, claims processing, or underwriting support.
• Technical Skills: Depending on the position, candidates may need proficiency in specific software or tools commonly used in insurance back-office operations. This can include experience with insurance management systems, data entry software, or customer relationship management (CRM) tools.
• Attention to Detail: Given the precision required in insurance-related tasks, attention to detail is a critical criterion. Candidates must demonstrate their ability to accurately process and document information.
• Communication Skills: Effective communication, both written and verbal, is essential, especially in roles that involve interacting with clients or team members.
• Adaptability: The ability to adapt to changing processes and technologies is important, as the insurance industry continuously evolves.
• Teamwork: Many roles in back-office services require collaboration with team members, so candidates should be team-oriented and capable of working effectively with colleagues.
• Problem-Solving Skills: The ability to identify and resolve issues efficiently is valuable, particularly in roles that involve troubleshooting or addressing client inquiries.
• Professionalism and Ethics: Integrity and professionalism are core values in the insurance industry. Candidates must demonstrate a commitment to ethical conduct and maintaining client confidentiality.
• Cultural Fit: Companies often consider whether a candidate aligns with the company’s values and culture to ensure a harmonious work environment.

Do you run a background check as part of your hiring process?
Yes

Do you provide benefits for your staff, such as health insurance or retirement?
Yes

What type of industry training is provided to your staff?
Agency processes, Agency operations training, Product training, Technology training, Insurance training

How do you prepare and train your staff to work with the agency’s team?
Our specific training processes at Insuserve1 may vary, they typically follow a structured approach to prepare and train the staff to work effectively with their clients’ agency teams, especially in the insurance back-office services sector. Here’s an outline of how such training is commonly conducted:

• Orientation and Onboarding: New hires typically go through an orientation and onboarding process. This includes an introduction to the company’s culture, values, and policies, as well as the specific expectations for working with agency teams.
• Industry and Company Knowledge: Employees are trained on the insurance industry, including key concepts, insurance products, and relevant regulations. They also receive information about Insuserve1’s services, technology, and processes.
• Client-Specific Training: Training is often tailored to the specific needs of each client agency. Staff members learn about the client’s products, processes, and procedures. This may involve studying the client’s policy manuals and guidelines.
• Technology and Tools: Employees are trained on the technology and software tools they will use in their roles, including insurance management systems, data entry software, and communication platforms.
• Quality Standards: Training emphasizes the importance of maintaining high-quality standards in all tasks. Employees learn how to ensure accuracy, attention to detail, and compliance with industry regulations.
• Communication Skills: Training may include communication skills development to help staff effectively interact with agency teams. This can involve written and verbal communication techniques.
• Workflow and Processes: Staff members become familiar with the workflow and processes specific to their roles. This can include the step-by-step procedures for tasks like policy administration, claims processing, or underwriting support.
• Problem-Solving and Decision-Making: Training often includes scenarios and case studies to help employees develop problem-solving and decision-making skills relevant to their roles.
• Data Security and Privacy: Given the sensitive nature of insurance information, staff members are trained on data security and privacy protocols to ensure client data remains confidential and secure.
• Client Expectations: Staff members are educated about client expectations, including service level agreements (SLAs) and performance metrics. This ensures that they understand the benchmarks they need to meet.
• Ongoing Training and Development: Continuous learning is encouraged, and employees may have access to ongoing training and development resources to keep their skills and knowledge up-to-date.
• Feedback and Evaluation: Regular feedback sessions and performance evaluations help identify areas where staff members can improve and excel. This feedback loop is crucial for ongoing development. By following a structured training and development program, Insuserve1 ensures that its staff is well-prepared to work seamlessly with agency teams, meet client expectations, and deliver high-quality back-office services in the insurance industry. Specific training processes and content may be customized based on the roles and responsibilities of individual staff members.

What Agency Management System(s) is your team familiar with?
Vertafore AMS360, Vertafore QQCatalyst, Vertafore Sagitta, Vertafore BenefitPoint, Applied EPIC, Applied TAM, EZlynx, HawkSoft, Veruna, Salesforce

Services provided:
Policy Processing & Servicing, Accounting, New Business, Renewals, Marketing, Operations

What outsourcing services do you not provide?
Legal and Compliance Services, Financial Advisory and Investment Services, Sales and Marketing Strategy, Client Interaction, Product Development and Innovation, Claims Assessment and Underwriting Decision-Making, Actuarial Services, Strategic Business Consulting

Do you have policies and measures around cybersecurity?
Yes

Do you store any agency data on your network?
No

Regarding the devices used by your staff, please select all that apply:
Devices used are company-owned, Company has control of the computer, Staff are blocked from downloading and saving files, Company uses a third-party for security protection, Company provides VPN and/or encryption between devices, Company provides real-time monitoring of staff devices, Devices are only connected via ethernet cable