Technologies
Insurance
Insurance
Customer support and operational assistance
Contact center services that streamline insurance processes and enhance customer satisfaction
Scalable CX outsourcing solutions
Insurance companies operate in a dynamic environment where swift and efficient responses to customer needs are essential. The growing demand for shorter response times, omnichannel support, and personalized services poses significant challenges for the industry. To meet these demands, outsourcing process support to external partners has become a strategic solution. Flexible and scalable contact center services enable insurance companies to not only streamline customer service processes but also reduce operational costs while enhancing overall efficiency.
Comprehensive range of services provided by Axendi
Back office support
Support for core insurance processes, including policy registration, contract updates, agent documentation, and handling customer inquiries via email and forms.
Call center services
Comprehensive support across the insurance journey—from product info and sales to agent helpline assistance, claim registration and tracking, and managing additional services.
Contact center solutions
Services include payment monitoring via soft debt collection, NPS and CSAT surveys, live chat support, sales lead generation, and multilingual assistance in Polish, English, and Ukrainian.
Tech solutions
AI-powered voicebots for helpline support and automated surveys (NPS, CSAT, transaction, PSC), supported by data analytics, Power BI reporting, and intelligent knowledge base development.
Assistance services
Comprehensive motor insurance claims support, covering incident registration, towing, travel and accommodation, car rental, and repair network recommendations.
Claims processing
Comprehensive support for motor, property, life, personal, and travel claims—covering eligibility checks, registration, documentation, settlement guidance, repair referrals, status updates, client representation, and complaint handling.
Simplified claims settlement
For low-value claims, Axendi handles registration, repair cost estimation, and proposal presentation. Once accepted by the customer, the case proceeds to verification—enabling settlement decisions within 15 minutes.
Get a personalized service proposal.
Resources you can count on
With years of experience, strategically located delivery centers, and a strong operational infrastructure, Axendi has the resources to deliver CX solutions with speed, flexibility, and consistency.
16
years of experience
6
operational centers in 4 cities
~1,700
agents
15
spoken languages
28
technologies and systems available for integration
2M
AI-driven interactions handled annually
Why partner with an external contact center?
Partnering with an external contact center provides insurance companies with numerous operational, financial, and technological benefits. This approach enables effective management of fluctuating customer service demands while enhancing overall flexibility. Key benefits of collaboration include:
- Access to advanced technologies – Leverage modern tools such as AI-powered voicebots and chatbots. Automation streamlines customer service processes, relieves consultants of repetitive tasks, accelerates response times, and provides customers with 24/7 support.
- Omnichannel support – Ensure customer accessibility via multiple communication channels, including phone, email, and chat. This flexibility allows customers to choose their preferred contact method, boosting satisfaction and enhancing brand loyalty.
- Scalability – Easily increase or reduce the number of available consultants based on current demand. This adaptability allows insurance companies to quickly respond to market changes and avoid costly downtime.
- Cost Optimization – Switch from fixed operational costs to a variable cost model. Companies only pay for the services they need at any given time, enabling more effective budget management and operational efficiency.
Why should I outsource customer service to external service provider during peak season?
Seasonal spikes in customer service demand are one of the biggest challenges for insurance companies. Sudden surges in claim inquiries, especially during weather anomalies or seasonal peaks, can overwhelm internal teams, leading to delays and a decline in service quality. Outsourcing provides a solution by enabling the flexible scaling of operations according to real-time needs. This approach allows companies to manage resources and costs more efficiently, without the need to maintain a large, full-time consultant team year-round.
Benefits of peak season support
- Operational efficiency – Scale operations up or down based on demand, ensuring business continuity during peak periods.
- Cost savings – Switch from a fixed-cost model to a variable-cost model, only paying for the resources needed during peak times.
- Reduced workload on internal teams – Alleviate the pressure on in-house teams, enabling them to focus on critical and complex tasks.
- Faster customer response – Handle increased customer inquiries without compromising response times or service quality.
Looking to outsource your customer experience processes?
Let’s talk. We specialize in B2B outsourcing for contact center, helpdesk, telesales, and other BPO services and technology.
Share your business needs in the form and one of our experts will contact you within 24 hours to discuss your project scope, delivery model, and pricing.