Insurance outsourcing in the Philippines gives agencies, MGAs and carriers a dedicated team for policy servicing, renewals, endorsements and certificates, inside your agency management system.
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Yes. Our staff log into your agency management system with the permissions you assign, so activities, attachments and policy changes are recorded in your own environment. We have staffed teams on Applied Epic, AMS360, HawkSoft and several carrier portals, and we train on your specific workflows before go-live.
ProVizion has run insurance BPO teams in the Philippines since 2011 for agencies, MGAs and carriers that need policy work done accurately without adding headcount at home. Symmetry Financial Group, USHEALTH Group and Allstate have all put ProVizion staff on servicing, renewals and intake queues, and that history shapes how we recruit and train for the sector.
Our people work inside your agency management system, whether that is Applied Epic, AMS360 or HawkSoft, so every endorsement, certificate and renewal note lands where your producers and account managers already look. Supervision can sit with you, or a ProVizion team leader can take on the rosters, the quality checks and the coaching. Small servicing pods of one to three people can be live within a couple of days, and larger programmes for carriers are built out over a few weeks with partner facilities when the seat count calls for it.
Most agency owners know the pattern: a good producer spends half the week issuing certificates of insurance, processing endorsements and answering billing questions instead of writing new business. ProVizion staff take that servicing load. They process mid-term changes, issue COIs, handle mortgagee and lienholder updates, chase carrier downloads that failed to post, and clean up activities so the AMS reflects what actually happened on each account.
Because they work as full-time members of your agency rather than a ticket queue, they learn your carriers' portals, your commercial lines workflows and which clients need a careful touch. Many of our servicing staff hold prior experience with US personal and commercial lines, and we run product training before anyone touches a live account.
"This team is characterized for their hard work and communication. They will not stop until they get to the outcome that is agreed upon."
Renewal season is where an insurance back office either holds or breaks. ProVizion builds renewal desks that start the 90-day and 60-day workflows on schedule: pulling loss runs, updating exposure schedules, requesting updated applications, preparing comparison sheets and loading submissions into carrier raters or comparative rating tools. The producer receives a ready-to-present renewal package rather than a folder of half-finished tasks.
On the new business side, our quoting support staff key applications, gather supplemental forms, order MVRs and CLUE reports where your licensing allows, and prepare proposals in your template. Decisions about coverage recommendations stay with your licensed people. The preparation that surrounds those decisions is where offshore capacity makes the most difference.
MGAs and programme administrators carry a different mix of work: binding on behalf of carriers, bordereaux preparation, premium reconciliation and policy issuance at volume. Carriers need intake desks, first notice of loss capture and document indexing that run around the clock. ProVizion has staffed both. For carriers our claims processing teams take FNOL calls, set up claim files, request police reports and estimates, and route files to adjusters with everything attached.
Manila's time zone means a night shift covers US business hours completely, and a day shift covers Australian brokers and underwriting agencies. Larger carrier programmes above roughly 20 seats are delivered through our partner facilities, which gives you the scale of a large site with a single ProVizion point of accountability.
"Their leadership is knowledgeable, authentic and has exceeded our expectations. As a firm, we have expanded our engagement."
Insurance work is regulated work, and we structure engagements accordingly. Staff sign NDAs, pass background checks, and log into your systems with role-based access so nobody sees more than their queue requires. Activity logging gives your compliance officer a trail. Where a programme touches cardholder data or health information, we can structure the team, its access and its workspace to meet PCI DSS or HIPAA requirements.
The Philippines has a deep pool of professionals who have worked US insurance accounts for years, and ProVizion has access to a network of more than 10,000 candidates. We recruit specifically for insurance roles: CSRs who understand ACORD forms, processors who can read a dec page, and intake specialists who stay calm on a first notice of loss call. Our own recruitment process outsourcing team grew out of years of hiring for insurance clients, so screening for the sector is something we do every week.
Retention matters more in insurance than in most industries because account knowledge takes months to build. Full-time employment, health cover, paid leave and a visible path into team lead or QA roles keep our insurance staff in place well beyond what the industry typically sees.
Some agencies want their operations manager to run the offshore desk exactly as they run the onshore one: same standups, same AMS activity reports, same coaching. Others want to hand the whole thing to a ProVizion team leader who manages shifts, audits endorsement accuracy and reports weekly on turnaround and accuracy. Both models work, and you can switch as your programme matures. Engagements typically run three to twelve months depending on how many seats you need, and broader back office support can be added to the same team as your agency grows.
Yes. Our staff log into your agency management system with the permissions you assign, so activities, attachments and policy changes are recorded in your own environment. We have staffed teams on Applied Epic, AMS360, HawkSoft and several carrier portals, and we train on your specific workflows before go-live.
Most servicing tasks, including endorsement processing, certificate issuance and renewal preparation, are administrative and do not require a licence in the states our clients operate in. Anything that involves advising on coverage or binding stays with your licensed producers. We help you draw that line clearly in the workflow.
A small pod of one to three people can typically be working within 48 hours once system access is arranged. A larger servicing or intake programme for an MGA or carrier is planned over several weeks so recruiting, training and QA are in place before volume arrives.
Yes. Manila is UTC+8, so our night shift aligns with the US working day across all mainland time zones, and a day shift covers Australian brokers. Agencies that want extended evening coverage for client calls can add a split shift.
It stays in your systems. Staff work through role-based access with activity logging, sign NDAs and pass background checks. For programmes handling payment or health data, we can structure the engagement to meet PCI DSS or HIPAA requirements.
Two ways to start. Book a short call, or request a proposal and we'll come back with a recommended team structure.