How to Scale Insurance Customer Support Teams Efficiently (2025)

SCALING INSURANCE CUSTOMER SUPPORT TEAMS: STRATEGIES & BEST PRACTICES

Scaling customer support in the insurance sector is a complex challenge. Insurers must balance regulatory compliance, seasonal surges, and rising customer expectations—all while controlling costs and maintaining a human touch. In 2025, customer experience (CX) is a key differentiator in insurance, directly impacting retention and growth.

This guide delivers actionable strategies for scaling insurance customer support teams efficiently. We’ll cover the unique hurdles insurers face, how to assess readiness, build scalable structures, leverage technology, and ensure compliance and quality at scale. Whether you’re expanding in-house, outsourcing, or adopting hybrid models, these best practices will help you deliver exceptional CX and operational resilience.

TL;DR: SCALING INSURANCE CUSTOMER SUPPORT IN 2025

• Regulatory complexity, surges, and empathy demands make scaling insurance support unique.

• Assess current KPIs, forecast demand, and address bottlenecks before scaling.

• Combine technology (AI, automation, omnichannel) with robust training and QA.

• Outsourcing can boost scalability—choose partners with insurance expertise and compliance strength.

• Continuous measurement and improvement are essential for sustainable growth.

THE UNIQUE CHALLENGES OF SCALING INSURANCE CUSTOMER SUPPORT

(1) REGULATORY AND COMPLIANCE COMPLEXITIES

Insurance is among the most tightly regulated sectors, subject to a maze of oversight at the federal, state, and even municipal level. Support teams need deep familiarity with various regulations—such as GDPR for data privacy, HIPAA for health information, and industry-specific rules like the Insurance Distribution Directive (IDD) in Europe. Operating across multiple jurisdictions requires constant vigilance to maintain compliance, demanding frequent agent training and documented streamlined processes to withstand audits and evolving legislation. For example, an insurer handling life and health products across U.S. states must manage different policyholder rights and data handling protocols for each region.

(2) SEASONALITY AND SURGE EVENTS

Insurance support volumes are highly variable and often unpredictable. Catastrophic events—such as hurricanes, floods, or wildfires—can multiply claims volumes manyfold within hours. Similarly, product-specific peaks like open enrolment for health plans or tax seasons for certain products create predictable spikes. Teams must be prepared for both “known unknowns” (like forecasted storm seasons) and “unknown unknowns” (sudden regulatory changes, viral outage stories). Without proactive surge planning, service levels and compliance can quickly deteriorate, harming customer trust and brand reputation.

(3) HIGH EXPECTATIONS FOR EMPATHY AND EXPERTISE

Customers typically interact with support teams at moments of vulnerability or distress: medical emergencies, accidents, property losses, or confusion over coverage. This makes empathy—displaying understanding, patience, and reassurance—a fundamental competency for insurance agents. Moreover, agents often must interpret complex policies, explain exclusions, and resolve disputes on the spot. Success in this environment means blending deep technical knowledge with emotional intelligence under pressure—an expectation rarely seen in lower-stakes industries.

(4) DATA SECURITY AND PRIVACY CONCERNS

Customers entrust insurers with deeply personal information, from health histories to financial data and family details. The risk of data breaches extends beyond regulatory fines: it can permanently erode brand trust. Rigorous identity verification, regular penetration testing, encryption protocols, and access controls are mandatory. Furthermore, insurance support teams regularly undergo privacy and security audits, and must document every system access, data transfer, and escalation to prove their integrity.

KEY CONSIDERATIONS BEFORE SCALING YOUR SUPPORT TEAM

(1) ASSESS CURRENT SUPPORT PERFORMANCE

Start with a detailed review of current KPIs:

• First Contact Resolution (FCR): Are most queries resolved at first touch, or do customers need to chase up for answers?

• Average Handle Time (AHT): Is efficiency balanced with thoroughness and empathy?

• CSAT and NPS: Do your post-contact surveys and longitudinal metrics reveal satisfied, loyal customers?

• Compare your metrics against published benchmarks (from industry analysts or regulators) and set improvement targets.

(2) IDENTIFY BOTTLENECKS AND PAIN POINTS

Utilise customer journey mapping to visualise the end-to-end support experience—including onboarding, claim filing, renewal, and complaint resolution. Identify friction points, such as:

• Excessive handoffs between teams

• Inconsistent information or policy interpretations

• Prolonged verification or document requests

• Delays or errors in payment processing

Synthesise data from QA, contact logs, speech analytics, and direct customer feedback to create a prioritised action plan.

(3) FORECAST DEMAND AND VOLUME SPIKES

Develop a robust resource-planning methodology:

• Review several years of historical data to identify recurring patterns and anomalies.

• Segment data by channel, query type, and region to surface granular trends.

• Collaborate with actuarial, claims, and marketing teams to adjust forecasts for changing business conditions (e.g., launching new products, marketing pushes, or upcoming regulation changes).

• Build scenario models for worst-case surges, factoring in agent absenteeism, technology outages, and regulatory interventions.

(4) EVALUATE TECHNOLOGY AND PROCESS READINESS

Catalogue your tech stack—CRM, omnichannel routing, knowledge management, telephony, digital signature platforms—and assess its scalability. Can your systems:

• Onboard hundreds of new users quickly?

• Scale up securely for remote work?

• Allow for integration with BPOs or external teams?

Also, conduct a process audit: Are knowledge articles, scripts, and workflows up-to-date and accessible? Is there a clear protocol for new agent onboarding and offboarding?

CHECKLIST: PRE-SCALING READINESS

• □ Current KPIs tracked and benchmarked

• □ Customer journey mapped; pain points identified

• □ Demand forecasting model in place

• □ Technology and processes audited for scalability

BUILDING A SCALABLE SUPPORT TEAM STRUCTURE

IN-HOUSE VS. OUTSOURCED VS. HYBRID MODELS

IN-HOUSE TEAMS

• Pros: Total control over hiring, compliance, culture, and security. Easier to embed organisation DNA and handle high-complexity or sensitive issues.

• Cons: Risks rigidity and slow response to volume spikes. Onboarding, training, and infrastructure expansion is costly. Regulatory training must be handled internally, placing extra burden on L&D teams.

OUTSOURCED TEAMS (BPOS)

• Pros: Enable rapid headcount adjustments and access to global talent pools, often at a reduced cost base. Experienced BPOs bring specialisation in insurance lines (e.g., health, auto, life), licensure, and language capabilities.

• Cons: Risk of inconsistent customer experience if transition is rushed. Data transfer between organisations complicates compliance. Ensuring seamless escalation and unified QA requires significant investment in integration and relationship management.

HYBRID MODELS

• Pros: Provide surge and specialty flexibility. Many insurers keep core functions (complex claims, complaints, high-net-worth clients) in-house, while outsourcing high-volume, repeatable tasks or overnight shifts.

• Cons: Challenge is process harmonisation, cross-training, and ensuring smooth handoffs. Unified reporting and a single customer view across teams are critical.

Example:

A large health insurer keeps its regulatory and escalations team in-house but outsources first-line eligibility queries and claims updates to partners with healthcare expertise, thereby balancing cost, quality, and resilience.

LEVERAGING REMOTE AND DISTRIBUTED TEAMS

BENEFITS OF REMOTE TEAMS

• Broader hiring reach—accessing talent in secondary markets or rural areas, including language specialists and licensed adjusters.

• 24/7 coverage via strategic distribution across time zones; essential for disaster response and global product lines.

• Significant reduction in costs related to property leases, office admin, and on-prem infrastructure.

• Increased retention among employees seeking work-life flexibility or those with accessibility needs.

BEST PRACTICES FOR ONBOARDING AND MANAGING REMOTE AGENTS

• Design structured onboarding that includes video walkthroughs, simulation-based training environments (e.g., Smart Role’s AI-powered modules), and peer shadowing—even in a virtual setting.

• Establish always-on communication: create dedicated chat channels, regular video town halls, and daily standups.

• Provide remote access to secure knowledge bases, escalation flows, and compliance checklists.

• Onboard with hands-on practice: Run scenario-based roleplays acting out difficult customer interactions, leveraging AI feedback tools.

• Implement systematic performance tracking—combining real-time dashboards, pulse surveys, and bi-weekly 1:1 reviews.

FRAMEWORK: BUILDING A SCALABLE INSURANCE SUPPORT TEAM

1) Define core vs. overflow functions.

2) Choose the right mix: in-house, outsourced, or hybrid.

3) Standardise processes and documentation.

4) Invest in remote onboarding and simulation training.

5) Implement robust QA and compliance monitoring.

6) Foster a culture of empathy and continuous learning.

Key success factors include the creation of detailed playbooks, a system for knowledge sharing, and a program of continuous process calibration.

Internal: https://smartrole.ai/blog/call-center-scripts

LEVERAGING TECHNOLOGY TO SCALE EFFICIENTLY

AI AND AUTOMATION IN INSURANCE SUPPORT

CHATBOTS AND VIRTUAL ASSISTANTS

Chatbots act as the first layer of support by handling routine interactions such as policy inquiries, making coverage clarifications, status updates, and password resets. Advanced bots can also perform basic claims triage—collecting information, performing eligibility lookups, and connecting customers to the appropriate resources based on urgency or severity.

Example: Leading insurers use AI assistants to guide policyholders through accident documentation, uploading photos, and initial Q&A—allowing human agents to focus on nuanced claims.

SELF-SERVICE PORTALS

Empower customers to handle basic needs independently:

• Submit and track claims

• Retrieve and download policy documents

• Update beneficiary or contact details

• Find local repair providers (for auto/home claims)

Well-designed portals reduce inbound contact volumes and let customers resolve issues any time.

AUTOMATING ROUTINE TASKS

Robotic Process Automation (RPA) reduces the cognitive load on agents:

• Auto-fill forms

• Detect and flag policy discrepancies

• Send reminders for renewals or missing documents

• Trigger next-best-action recommendations based on customer profile

CHECKLIST FOR PROCESS AUTOMATION READINESS

• □ Map all agent tasks and identify those suitable for automation

• □ Integrate RPA with CRM and claims systems

• □ Build in exception flows for regulatory/compliance exceptions

OMNICHANNEL SUPPORT INTEGRATION

UNIFYING CHANNELS

An integrated platform should route cases seamlessly across IVR, chat, email, web, video calls, and social media. Customer profiles, communication history, and case notes must follow the customer across all channels so agents have full context immediately.

ENSURING SEAMLESS CX

Omnichannel orchestration should allow a customer to:

• Initiate a claim via mobile

• Upload evidence through a portal

• Get status updates via SMS

• Resolve complex issues live with an agent—all without repeating information

Practical tip: Map the typical cross-channel journeys and conduct regular “mystery shopper” tests to reveal gaps or redundancy.

KNOWLEDGE MANAGEMENT SYSTEMS

CENTRALISED KNOWLEDGE BASES

Empower agents to deliver fast, accurate answers with a single, always-updated source for:

• Regulatory FAQs

• Step-by-step process guides

• Product bulletins and underwriting updates

• Complex claim scenario playbooks

A robust knowledge base reduces training times and supports both in-house and outsourced teams.

CONTINUOUS TRAINING AND UPSKILLING WITH AI TOOLS

Make use of simulation platforms that use real claims data to build “practice rounds” for agents—giving them realistic exposure before hitting the phones. Supplement with AI-driven assessments that identify skill or compliance gaps and push targeted content for remediation.

Internal: https://smartrole.ai/product/quality-review

OUTSOURCING INSURANCE CUSTOMER SUPPORT: BEST PRACTICES

SELECTING THE RIGHT BPO PARTNER

• Assess the partner’s insurance domain knowledge: Request proof of agent licensure, industry certifications, and specific experience with comparable product lines.

• Investigate security posture: Review SOC 2, ISO certifications, penetration test results, and data encryption protocols.

• Examine client references and past partnership outcomes, including incident or breach history.

SETTING CLEAR SLAS AND PERFORMANCE METRICS

• Go beyond generic metrics: Include regulatory breach rate, error rates for sensitive actions (like claims denial or payout), and compliance-related escalations.

• Build collaborative dashboards—ensuring real-time transparency for both parties.

• Use shadowing and calibration sessions to align definitions (e.g., what constitutes “resolved” or “escalated”).

ENSURING REGULATORY COMPLIANCE AND DATA PROTECTION

• Require clear audit trails for data access, sharing, and deletion.

• Schedule regular external compliance reviews alongside internal checks, and define an escalation matrix for potential exposures.

• Ensure the partner trains not only agents, but also supervisors and QA staff on the specific regulatory burdens of your product mix.

MAINTAINING BRAND VOICE AND CUSTOMER EMPATHY

• Share company values, tone guidelines, and sample customer stories with the BPO provider.

• Use scenario-based simulations to test agents’ responses to complex emotional situations.

• Implement random call listening by in-house QA and run side-by-side calibration workshops.

CASE STUDY: SUCCESSFUL INSURANCE SUPPORT OUTSOURCING

A leading US insurer partnered with a SOC 2-certified BPO, implementing joint training and real-time QA. Result: 25% faster onboarding, 15% higher CSAT, and zero compliance breaches in 2024. Source: https://www.insurancebusinessmag.com/us/guides/how-to-improve-customer-service-in-insurance-425964.aspx

TRAINING, QUALITY ASSURANCE, AND COMPLIANCE AT SCALE

ONBOARDING AND CONTINUOUS TRAINING FOR INSURANCE AGENTS

Introduce new hires to your products, systems, and regulatory reality through blended learning:

• Combine video content, live Q&A, and scenario-based simulation

• Use modular “microlearning” approaches to keep training up-to-date as policies and regulations evolve

• Include regular compliance refreshers and assessments for all agents, not just new hires

IMPLEMENTING ROBUST QA PROGRAMS

• Monitor 100% of conversations with voice/data mining and targeted random audits

• Apply QA rubrics focused both on technical accuracy and soft skills (e.g., empathy, active listening)

• Give direct, actionable feedback via dashboards, coaching sessions, or automated cues

• Leverage AI-driven QA solutions for real-time insights at scale, supporting both in-house and partner teams

ENSURING COMPLIANCE WITH INSURANCE REGULATIONS

• Issue mandatory compliance modules for relevant regulations, tailored for product and geography

• Run scenario-based drills for “red flag” scenarios (e.g., suspected fraud, vulnerable customers, data privacy incidents)

• Maintain a full audit trail of training records, policy acknowledgments, and real case analyses for regulator inspections

USING AI FOR REAL-TIME QA AND COMPLIANCE MONITORING

Modern AI tools can:

• Detect and flag missing disclosures, incorrect policy explanations, or privacy risks “in the moment”

• Monitor sentiment, escalation, and risk markers, pushing targeted coaching automatically to agents

• Generate compliance scorecards by agent, product, and team, allowing rapid remediation across large, distributed workforces

Internal: https://smartrole.ai/product/quality-review

MEASURING SUCCESS: KPIS AND CONTINUOUS IMPROVEMENT

ESSENTIAL KPIS FOR INSURANCE SUPPORT

• First Contact Resolution (FCR): Measures resolution efficiency and reduces operational costs.

• Average Handle Time (AHT): Strive for balance—too short can signal rushed/poor CX, too long can mean inefficiency.

• Customer Satisfaction (CSAT): Real-time feedback tied to individual interactions.

• Net Promoter Score (NPS): Gauges overall brand loyalty and referral likelihood.

• Compliance Scores: Track adherence to mandatory scripts, disclosures, and documentation.

LEVERAGING ANALYTICS FOR PROCESS OPTIMISATION

• Use trend and root cause analysis to identify emerging issues—like spikes in specific complaint types.

• Track agent improvement over time, tie feedback to learning interventions, and experiment with process and script adjustments.

GATHERING AND ACTING ON CUSTOMER FEEDBACK

• Collect voice-of-customer insights post-interaction and via periodic pulse surveys.

• Analyse feedback for actionable trends (e.g., confusion around a product benefit, lengthy claims process) and incorporate findings into training, scripting, and product updates.

ITERATIVE IMPROVEMENTS AND SCALING LESSONS LEARNED

• Pilot new workflows, scripts, or technology with small teams, analyse outcomes, and scale proven wins.

• Institute regular “retrospective” reviews where cross-functional teams dissect recent surges or incidents and codify best practices for future scaling.

CONCLUSION

Scaling insurance customer support in 2025 demands a strategic blend of people, process, and technology. By addressing regulatory challenges, leveraging AI and automation, and investing in robust training and QA, insurers can deliver exceptional CX at scale. The future belongs to agile, data-driven teams who continuously learn and adapt.

Ready to future-proof your insurance support? Explore simulation training and AI-powered QA to accelerate your scaling journey.

RELATED READING

• Call center scripts — https://smartrole.ai/blog/call-center-scripts

• Insurance regulatory compliance — https://smartrole.ai/blog/insurance-regulatory-compliance

• Customer experience in insurance — https://smartrole.ai/blog/understanding-customer-experience-in-insurance

• Data security in insurance — https://smartrole.ai/blog/data-security-in-insurance

• Implementing AI in insurance support — https://smartrole.ai/blog/implementing-ai-in-insurance-support

• Quality review — https://smartrole.ai/product/quality-review

• Agent training platform — https://smartrole.ai/product/agent-training-platform

• Remote teams in insurance — https://smartrole.ai/blog/remote-teams-in-insurance

FAQ

What are the main challenges in scaling insurance customer support teams?

Key challenges include regulatory compliance, handling seasonal surges, maintaining empathy and expertise, and ensuring data security.

How can technology help insurance companies scale their support operations?

Technology such as AI, automation, and omnichannel platforms streamlines workflows, automates routine tasks, and improves customer experience.

What should insurers look for when outsourcing customer support?

Insurers should prioritise partners with insurance expertise, robust compliance, strong security, and proven performance metrics.

How do you ensure compliance and quality at scale in insurance support?

Implement rigorous training, QA programmes, and leverage AI for real-time compliance monitoring and feedback.

ABOUT THE AUTHOR

Thibaut Martin is the COO at Smart Role, specialising in AI-driven customer support solutions for insurance and BPOs. With previous leadership roles at Google and Otrium, Thibaut brings over a decade of experience in customer experience strategy, operational excellence, and scaling support teams globally. Smart Role is a SOC 2 Type 2 and ISO certified company, trusted by leading insurers for secure, compliant, and innovative support solutions.

SOURCES

• https://www.mckinsey.com/industries/financial-services/our-insights/customer-experience-in-insurance

• https://www2.deloitte.com/us/en/insights/industry/financial-services/insurance-customer-service.html

• https://www.gartner.com/en/insights/customer-service-support

• https://www.pwc.com/gx/en/industries/financial-services/insurance/publications/insurance-2025.html

• https://www.liveops.com/blog/insurance-call-center-outsourcing-the-smarter-way-to-scale-service/

• https://www.ibm.com/topics/insurance-customer-service

• https://www.insurancebusinessmag.com/us/guides/how-to-improve-customer-service-in-insurance-425964.aspx

• https://www.salesforce.com/resources/articles/insurance-customer-service/

• https://www.forrester.com/report/the-insurance-customer-experience-index/

• https://www.ttec.com/resources/articles/insurance-customer-experience