Why the Insurance Industry Depends on Contact Centers

Clear lines of communication are key to any emerging business, no matter the industry. However, for insurance companies, it’s even more of a necessity. With contact information available for insured parties in the claims process, information lines, or even just setting up a life insurance policy, there needs to be transparency through all phases between the insurer and the insured.

That’s why contact centers are essentially the heart of the insurance process, regardless of the type of policy and what a call from a policyholder may entail.

The Importance of Communication

Keeping the waves of communication open is important for any aspect of the insurance industry. While more companies are expanding their reach to allow for online interaction or even through social media, remote call center software is the ultimate way for policyholders and insurance companies to interact on a properly informed basis of customer service.

Remote call centers have become especially viable for insurance agencies working through the COVID-19 pandemic. By allowing remote call center agents the opportunity to provide customer satisfaction from the comfort of their own home, it assures consistent workflow without the worry of spreading the coronavirus. Virtual call centers save companies on operating costs while allowing them to access home agents from anywhere in the world with just an internet connection.

This allows call centers to geographically disperse their workforce rather than rely on a single site. This makes for 24-7-365 access for insured parties, regardless of what is going on. With remote employees, virtual contact center solutions enable an organization to provide customer service for any account at any time.

The Insurance Process

Life insurance policies are a valuable safety net for any person to have at any age to cover any expenses that can arise in the event of someone’s passing. However, an ill patient with a terminal condition may opt for a top-rated viatical settlement to help cover some debts now.

A viatical settlement broker will work with a life insurance policyholder to sell off their policy for a lump-sum cash payout that will not be as much as the face value of the policy but greater than the policy’s cash surrender value. This allows terminally ill patients the ability to pay off medical expenses before the passing or even explore potential treatment options that aren’t immediately accessible.

Those receiving the settlement, or viators, can also use the funds to make sure their loved ones are financially comfortable after their passing. Viatical settlements differ from traditional life insurance settlements, as those can take place at any time as a means of just helping to pay down outstanding debts.

The Human Touch

When working to give a policyholder the lump-sum payout from the viatical settlement, it is important to approach such sensitivities. Reps should understand that respect for human nature during these trying times means that much more for families who are on the verge of losing loved ones. It is important to give as much grace and ease to the process to allow family members to feel they are making the proper call on this settlement.

A customer service team needs to keep track of all relevant information when working with a client, from the initial quote on a viatical settlement to the payout. With a proper call center platform, customer information can move seamlessly to ensure that the family of someone with a chronic illness is cared for, and their bills will also be. Agent effectiveness makes for a better experience for families and friends going through one of the most difficult times imaginable. That sensitivity means all the world in this scenario.