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Insurance Back Office
FAQ

How insurance back office outsourcing works: cost, security, AI quality review, implementation timelines, and where the work gets done. Answers for carriers, MGAs, and loss control firms.

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21

Questions Answered

50 – 60%

Typical Cost Savings

1 – 4

Weeks to Go Live

24/7

Both Sides of the Clock

GROUP 1

What we do and who we serve

We are a full-service, secure outsourcing partner built for the insurance industry. We provide scalable back office and operational support so internal teams can spend their time on underwriting, inspections, and client service instead of administration. The work spans loss control inspection support, recommendation management, quality assurance, recruiting, accounting and billing, customer service, digital marketing, and IT.

Insurers, MGAs and MGUs, agencies, TPAs and claims administrators, risk management firms, and loss control companies. We work exclusively in insurance. Every process we support, every checklist we maintain, and every rule in our AI quality layer was built for this industry rather than adapted to it from a general-purpose BPO playbook.

Business Process Outsourcing means moving a defined business process to an outside provider. Almost any computer-based process can be outsourced; the practical limit is work that has to be performed physically. Insurance BPO is a narrower and harder problem, because the work carries documentation, regulatory, and liability consequences. A provider has to understand what a loss control report is supposed to say, not just how to key it. That domain knowledge is the difference between a vendor who processes your work and one who catches the problems in it.

No. Loss control and safety inspection operations are our deepest specialization, but the same team supports accounting and billing, customer service and email support, digital marketing, recruiting and talent sourcing, and IT. Most clients start with one process and expand once it is documented and running.

GROUP 2

How an engagement works

Typically one to four weeks from signed contract to live work, depending on process complexity and how much documentation already exists. Our Implementation Team documents your procedure first. Writing the SOP is the work, and it is what keeps the process stable when volume moves or people change.

No. We support fractional roles, generally in the 0.3 to 0.6 FTE range. If a process needs two days a week, you buy two days a week, with a Supervisor and SME still attached to the account.

We work inside your system. Inspection forms are built in your own platform, whether that is your LC360 instance or something else, and data entry, workflow setup, and reporting all happen there. There is no parallel tool to buy, no second place to look for your data, and nothing new for your team to learn.

Pricing depends on the process and the volume. Across services, clients typically see 50 to 60 percent savings against the internal cost of the same work, with self-completed inspection programs at 50 percent or more and video-guided inspections at 25 percent or more. The savings come from three places: labor cost, a documented process that removes rework, and an AI quality layer that catches errors before they reach your file.

Our Implementation Team sits with your people, documents the procedure the way you actually run it rather than the way it was written down years ago, builds the SOP, and runs a sample or parallel period before taking live volume. Supervisors and SMEs stay assigned afterward. Implementation is not a handoff into an unsupervised queue.

GROUP 3

Artificial intelligence

Two ways, both running in production today. An AI quality assurance overlay has been checking live client work since June 2026. It sits on top of LC360 and is configurable to other client systems, and it checks work against a rule set drawn from our own QA checklists: a missing recommendation, a narrative edit that changed an inspector's meaning, a compliance thread left open. Separately, an AI pre-call agent has been making pre-inspection confirmation calls since July 2026, taking the highest-volume and lowest-judgment part of the scheduling day off human hands.

No. The overlay flags; people decide. Its value is consistency. It applies the same rule to the ten-thousandth report of the month that it applied to the first, and it does not get tired at four o'clock on a Friday. Judgment calls, client conversations, and final sign-off stay with experienced reviewers.

From our own QA checklists, which came out of years of manual two-sided scorecarding: tracking client program-level error trends on one side and individual consultant error patterns on the other, across live programs. The rule set encodes what has actually gone wrong in real reports over years of production work. Anyone can rent a model. The tracked error history is the part that took a decade to build.

Through a closed loop. When something is flagged, it is classified immediately as either a true error, which is handled under the written accountability plan, or as something new, which is added to the checklist and the SOP so the same issue is caught automatically from then on. Every exception makes the rule set slightly better. Learn, apply, maintain.

GROUP 4

Quality, security, and delivery

Every file moves through layered review: processor, then quality control, then a second quality control pass, with the AI overlay checking against the rule set alongside it. Results are scorecarded in two directions, by client program and by individual consultant, so a pattern is visible long before it becomes a complaint. Findings feed back into the checklist rather than into a conversation that gets forgotten.

SOC 2 Type 2 certified and ISO 27001 certified for data security. We run annual third-party vulnerability and penetration testing, operate a BCP-compliant footprint across four offices in two cities with 24/7 UPS and generator backup, and control physical access through turnstile biometrics in a monitored environment.

Across the United States, India, the Philippines, and Colombia. Delivery location is matched to the process. Client-facing voice work is placed where the time zone and language fit; overnight processing work goes where it can be finished before your team logs in.

Both sides of the clock. Offshore teams run opposite US business hours, so work submitted at the end of your day is finished before the start of the next one. Where a process needs live interaction, such as contact center work, scheduling calls, or broker communication, we staff to US time zones instead.

GROUP 5

Specific services

An end-to-end system for managing insured recommendations from creation through compliance. It tracks every letter received or created, logs the dates that matter, sends automated reminders at 30 and 45 days, threads related recommendations so a history stays readable, and reports exceptions. It is built to flex with volume rather than to be rebuilt when volume arrives.

An inspection the insured completes themselves, with support behind them. They receive an email and a link into your system, with no app to download and no software to install, and they submit photos and answers directly. If they are unresponsive or struggling to document properly, our contact center walks them through it over video. If that does not work, we dispatch a loss control inspector through our network. Turnaround is faster because the insured is already on site and there are no schedules to coordinate.

Yes, and it is a full service line rather than an add-on. We source, screen, and pipeline field inspectors, adjusters, risk assessors, and loss control consultants, and we run a training-to-placement funnel through our Loss Control Learning Center that develops candidates into placeable inspectors rather than simply forwarding résumés.

Probably. Most of what we run today began as a client-specific process that we documented and built a team around. If it is computer-based, repeatable, and consuming a meaningful share of your team's week, it is worth a conversation.

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Tell us what is consuming your team’s time. We’ll help identify the processes that can be documented, supported, and scaled without adding unnecessary internal overhead.

Phone: 614-363-1704
Email: Joe.Drozda@boost-usa.com

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