Customer Service Outsourcing for Insurance Brokerage
Featured Review- Customer Service Outsourcing Staffing
- $10,000 to $49,999
- Oct. 2024 - Ongoing
- Quality
- 5.0
- Schedule
- 5.0
- Cost
- 5.0
- Willing to Refer
- 5.0
"Their on-site insurance-experienced manager has been invaluable in maintaining high standards."
- Insurance
- Alhambra, California
- 1-10 Employees
- Online Review
- Verified
FBSPL- Fusion Business Solutions (P) Limited provides BPO services for an insurance brokerage. The team handles policy processing, manages endorsements, issues certificates of insurance, and customer support.
FBSPL- Fusion Business Solutions (P) Limited has improved turnaround times, increased accuracy, enhanced customer support, and reduced onboarding time for new staff. The team is organized and responsive, and they meet deadlines, communicate effectively, and are receptive to feedback.
The client submitted this review online.
BACKGROUND
Please describe your company and position.
I am the Personal Lines Manager of CST Insurance Services, Inc.
Describe what your company does in a single sentence.
Our company is a minority and woman-owned independent insurance brokerage specializing in personal and commercial lines, dedicated to helping clients navigate their coverage needs with personalized service.
OPPORTUNITY / CHALLENGE
What specific goals or objectives did you hire FBSPL- Fusion Business Solutions (P) Limited to accomplish?
- Hire competent employees with insurance experience
- Streamline our insurance agency’s operations by handling administrative tasks
- Improve efficiency in policy processing
SOLUTION
How did you find FBSPL- Fusion Business Solutions (P) Limited?
Conference
Why did you select FBSPL- Fusion Business Solutions (P) Limited over others?
- Pricing fit our budget
- Great culture fit
- Good value for cost
- Very attentive to needs
How many teammates from FBSPL- Fusion Business Solutions (P) Limited were assigned to this project?
2-5 Employees
Describe the scope of work in detail. Please include a summary of key deliverables.
FBSPL - Fusion Business Solutions (P) Limited plays a crucial role in supporting our insurance agency by handling essential administrative and operational tasks. Their team is responsible for processing renewals, managing endorsements, issuing certificates of insurance, and providing comprehensive customer and producer/agent support.
One of their standout strengths is their experience with Applied Epic, which allowed them to integrate seamlessly into our workflow with minimal training. Their knowledge of the system has significantly improved turnaround times for policy updates, enhanced response times, and increased the accuracy of documentation.
Communication is streamlined through Microsoft Teams and email, ensuring efficient collaboration between their team and our in-house staff. Their services have directly alleviated our staffing challenges by providing skilled professionals with both insurance expertise and hands-on experience with our management system. This has reduced the onboarding time for new employees and significantly improved the workload balance for our in-office team.
Additionally, FBSPL’s on-site manager, who is well-versed in insurance, has been instrumental in ensuring smooth operations, providing oversight, and maintaining quality control. Their ability to deliver experienced professionals has made a measurable impact on our efficiency, accuracy, and overall service quality.
RESULTS & FEEDBACK
What were the measurable outcomes from the project that demonstrate progress or success?
Measurable Outcomes & Success Metrics:
Partnering with FBSPL - Fusion Business Solutions (P) Limited has delivered several tangible benefits to our agency, significantly improving operational efficiency and overall service quality. The key measurable outcomes include:
- Faster Turnaround Times: Policy updates, endorsements, and certificate issuance are now processed X% faster (insert an estimated percentage if available). Renewals are completed more efficiently, reducing delays and ensuring timely communication with clients.
- Improved Accuracy & Reduced Errors: Documentation accuracy has increased, leading to fewer follow-ups and corrections on policies and endorsements. Compliance and data entry errors have significantly decreased due to their team’s familiarity with Applied Epic and insurance processes.
- Enhanced Customer & Agent Support: Response times for customer and producer inquiries have improved, leading to higher client satisfaction and retention. Agents have more time to focus on sales and relationship-building rather than administrative tasks.
- Reduced Onboarding Time for New Staff: The hiring of skilled virtual assistants with pre-existing insurance and system knowledge has shortened the typical onboarding time for new employees by X weeks (insert an estimate if applicable). The in-office team has seen a more balanced workload, reducing burnout and improving overall productivity.
- Operational Efficiency Gains: The agency has successfully scaled operations without the burden of hiring and training additional in-house staff.The presence of an on-site manager at FBSPL, who is well-versed in insurance, has further streamlined workflows and ensured consistency in task execution.
These measurable improvements have helped us operate more efficiently while maintaining high service standards, making FBSPL a valuable long-term partner in our agency’s growth.
Describe their project management. Did they deliver items on time? How did they respond to your needs?
FBSPL - Fusion Business Solutions (P) Limited has demonstrated strong project management skills and a commitment to delivering high-quality work on time. Their team is highly organized, proactive, and responsive to our agency’s needs, ensuring that all tasks—such as renewals, endorsements, and certificate issuance—are handled efficiently and accurately.
They consistently meet deadlines and deliver items on time, even during high-volume periods. Their familiarity with Applied Epic allows them to work seamlessly within our existing workflows, reducing bottlenecks and ensuring smooth operations.
Communication is structured and effective, with regular updates via Microsoft Teams and email to track progress, address any issues, and ensure alignment with our agency’s expectations. One of the standout aspects of their service is their on-site manager, who is well-versed in insurance and plays a crucial role in overseeing tasks, troubleshooting issues, and ensuring their team consistently meets performance standards.
Whenever I had concerns regarding turnaround times or work accuracy, I was able to bring them up with the FBSPL management team, and they were very hands-on in addressing these issues. They worked closely with us to implement collective action plans to improve workflow efficiency and accuracy, demonstrating a genuine commitment to continuous improvement and aligning their services with our agency’s expectations.
Additionally, they are highly responsive to feedback and adapt quickly to any process changes or urgent requests. Whether it’s a last-minute policy update or an urgent certificate of insurance, they prioritize critical tasks and handle them efficiently, helping our agency maintain high service levels for both clients and producers.
What was your primary form of communication with FBSPL- Fusion Business Solutions (P) Limited?
- Virtual Meeting
- Email or Messaging App
What did you find most impressive or unique about this company?
One of the most impressive aspects of FBSPL—Fusion Business Solutions (P) Limited is their deep industry knowledge and ability to integrate seamlessly into our existing workflows. Unlike other outsourcing solutions, FBSPL provided virtual assistants with prior insurance experience and hands-on familiarity with Applied Epic, drastically reducing onboarding time and ensuring they could hit the ground running.
Additionally, their hands-on management team stands out. Whenever we had concerns regarding turnaround times or work accuracy, they were proactive, receptive to feedback, and worked collaboratively with us to implement solutions that improved efficiency. Their on-site insurance-experienced manager has been invaluable in maintaining high standards and ensuring smooth operations.
Are there any areas for improvement or something FBSPL- Fusion Business Solutions (P) Limited could have done differently?
While FBSPL - Fusion Business Solutions (P) Limited has been an excellent partner in streamlining our operations, there are a couple of areas where improvements could further enhance their service:
More Defined SOP Development & Onboarding Structure:
One area that could have been improved is the creation of a structured and prioritized Standard Operating Procedure (SOP) during the initial onboarding phase. While processes naturally evolve over time, having a clear, well-documented SOP or a structured outline within the first month of service would have helped establish a consistent workflow and improved the onboarding experience for current and future virtual assistants.
A more defined process for developing and finalizing the SOP would have ensured that tasks were handled uniformly from the start, reducing the need for corrections and adjustments later on. This would have also provided new hires with a reference guide, minimizing the learning curve and improving overall efficiency.
Enhanced Internal Quality Control Measures:
While FBSPL has significantly improved our operational efficiency, a stronger internal QC system could further refine their service. Minor errors in documentation or processing have required additional review and corrections. Implementing more structured internal checks before submitting completed work would help catch these issues earlier, reduce rework, and ensure a higher level of accuracy from the outset.
This could include regular audits, peer reviews, or a designated quality control checkpoint before tasks are finalized. Doing so would help maintain consistency and further streamline operations, especially during high-volume periods when accuracy and efficiency are critical.
That being said, FBSPL has been highly responsive to feedback and receptive to process improvements. Their commitment to continuous learning and adaptability gives us confidence that they will continue refining their approach to meet our agency’s evolving needs.
RATINGS
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Quality
5.0Service & Deliverables
-
Schedule
5.0On time / deadlines
-
Cost
5.0Value / within estimates
-
Willing to Refer
5.0NPS
"With any newly hired employees, occasional roadbumps are inevitable. However, what truly matters is how these challenges are addressed. FBSPL has consistently approached each hiccup with proactive problem-solving and a commitment to improvement, ensuring that issues are resolved efficiently. Their responsiveness and willingness to adapt make all the difference, and that’s all I could ask for in a service partner.
