Introduction: When Risk Meets Reality, Experience Matters
Picture this: A homeowner in Florida faces the aftermath of a hurricane. With water damage spreading and uncertainty growing, their lifeline becomes the claims hotline. They’re not looking for paperwork—they are looking for peace of mind.
In today’s insurance landscape, 91% of policyholders report that their experience with claims influences their renewal decisions. Yet P&C insurers often struggle with long wait times, manual processing, and rising expectations.
That’s where Fusion CX steps in.
As a trusted Property and Casualty Insurance BPO provider, we empower insurers to deliver faster, more transparent, and empathetic service—through scalable support and intelligent automation.
Why P&C Insurance Is Under Pressure
The global P&C insurance market is expected to reach $3.5 trillion by 2027, driven by rising climate risks, urbanization, and economic recovery (Allied Market Research, 2023). But that growth brings challenges:
CAT events are on the rise: In 2023 alone, insured losses from natural catastrophes globally exceeded $110 billion.
Customer expectations are shifting: 70% of policyholders expect digital-first interactions and faster claims.
Operational costs are rising: Insurers report cost increases of up to 15–20% due to regulatory complexity and talent shortages.
Fusion CX helps carriers turn these challenges into CX opportunities.
Our Property and Casualty Insurance BPO Capabilities
- Policy Administration
New business setup - Endorsements and renewals
- Cancellation support
Document intake, verification, and storage
Industry Insight: 25% of policyholder dissatisfaction stems from delays in policy issuance or updates.
Claims Management
FNOL (First Notice of Loss) via voice/chat/email
- AI-supported adjudication and routing
- Surge staffing during CAT events
- Subrogation & recovery support
Industry Insight: Insurers using AI in claims achieve up to 30% faster resolution and 15% lower processing costs
Customer Service
- 24/7 multilingual omnichannel support
- Billing & payment inquiries
- Policyholder education and FAQs
- Lapse prevention outreach
CX Fact: 82% of policyholders say the ability to speak to a human when needed is a key factor in satisfaction. (Salesforce State of the Connected Customer, 2024)
Regulatory & Audit Assistance
- Routine audit prep and compliance checks
- Fraud detection monitoring
- Data privacy and consent management
Security Focus: Fusion CX maintains 100% audit readiness, helping clients stay ahead of evolving regional compliance standards.
Client Success Story: Resilience During Crisis
Client: U.S.-based P&C carrier
Challenge: Handling an unexpected 3x surge in property claims post-hurricane
Fusion CX Action:
- Deployed a surge support team within 48 hours
- Integrated AI for FNOL and document triage
- Enabled self-service claim updates via WhatsApp
Results:
- 28% decrease in average handling time
- 40% fewer claim status inquiries
- 22-point boost in NPS within 6 months
What Sets Fusion CX Apart?
CX at Scale
We handle over 30 million insurance interactions annually, with 10,000+ trained professionals and 30 delivery centers across 15 countries.
Tech-Enabled Efficiency
Using our proprietary platform Omind, we deploy AI, RPA, and NLP to streamline claims, detect fraud, and boost first-call resolution.
CAT-Ready Infrastructure
With pre-vetted surge teams, flexible WFH models, and BCP across locations, we offer scalable disaster response that matches the moment.
Multilingual Support
Support in 25+ languages, including French, Spanish, Arabic, Hindi, and Mandarin—ensuring localized service for global insurers.
Flexible Pricing Models
We offer options per claim, per policy, or interaction, helping you maintain control over your margins without compromising quality.
Global Reach, Local Sensitivity
P&C insurance needs to be as localized as it is compliant. We bring cultural understanding and language fluency to every market we serve—from U.S. homeowners to EU commercial property insurers.
Proven Outcomes
Key Metrics Delivered by Fusion CX Clients:
- 95%+ First Contact Resolution
- 30–40% faster claims processing
- Up to 20% operational cost savings
- 99.2% accuracy in claims adjudication
- 100% audit-ready compliance support
P&C Segments We Serve
- Homeowners & Renters Insurance
- Auto & Commercial Property
- Workers’ Compensation
- Liability and General Insurance
- Marine, Fire, and Specialty Lines
- CAT Event Response Services
Final Thought: Insurance Is About More Than Risk—It’s About Relationships
Your policyholders don’t remember the paperwork—they remember how they felt during a crisis. That’s why experience-led BPO support is no longer optional—it is a competitive advantage.
At Fusion CX, we combine technology, talent, and trust to deliver policyholder experiences that last.
Let’s Talk: Ready to Future-Proof Your P&C Operations?
Whether you are dealing with regulatory pressures, seasonal claim surges, or the need to modernize CX, Fusion CX is ready to be your Property and Casualty Insurance BPO partner.
Contact us today for a discovery session.
