New guarantee helps insurers maintain service quality and policyholder satisfaction amid increasing climate-driven claim surges.

Worcester, MA – April 22, 2025 – As insurance carriers face growing pressure from increased weather-related catastrophes and fluctuating call volumes, CovenirBPO, the leading provider of onshore business process outsourcing services for claims, FNOL, back office, print and distribution for insurance carriers, MGAs and insurtech startups, today announces the launch of its Call Surge Guarantee, a first-of-its-kind commitment to unwavering call center service.

The Call Surge Guarantee promises that every call, whether it comes during a routine weekday or amid a sudden spike due to a natural disaster, will be handled with the same consistent empathy, care and professionalism. Covenir will rebate clients up to $500 annually if service falters during a surge.

“In an industry where customer experience can make or break a policyholder relationship, we’re setting a new standard,” said David Squibb, President and CEO at Covenir. “Our Call Surge Guarantee gives operations, claims, and FNOL leaders the confidence that their policyholders will receive an exceptional customer experience, even when call volumes are unpredictable or extreme.”

A Competitive Edge for Insurers

The Call Surge Guarantee addresses a growing challenge in the insurance industry: operational bottlenecks driven by extreme weather events, staffing shortages, and rising customer expectations. According to research from Accenture, dissatisfaction with the claims experience is a key driver for switching insurers. As claim volumes surge and call centers face mounting pressure, insurers are seeking partners who can provide stability without compromising service quality.

“Covenir’s Call Surge Guarantee represents a meaningful step forward in how the industry approaches policyholder experience,” said Josh Hall, Head of Sales and Business Development at ManageMy, Advisory Board Member for Insurtech Carolinas, and a mentor with the Global Insurance Accelerator. “By tying service performance to accountability, they’re setting a new standard for reliability during high-pressure moments. In an environment where a single poor claims interaction can jeopardize customer trust, this level of commitment is exactly what insurers need. For carriers focused on delivering consistent, compassionate service – especially when it matters most – Covenir is a partner worth serious consideration.”

By partnering with Covenir, insurers gain confidence that their policyholders will receive consistent care. This level of assurance helps them strengthen policyholder experience, reduce churn and decrease costs, which are key priorities for insurance leaders focused on driving growth.

How Covenir Delivers

The guarantee is powered by a 5-Point Quality Plan, which includes:

• Intelligent Staffing
  • Smart staffing and resource planning ensure we’re ready for anything—from CAT events to unexpected growth.
• Brand Training
  • Our agents sound like your team—trained to reflect your brand’s tone, values, and expectations.
• Empathy Training
  • Every caller deserves compassion—especially in a crisis. Our teams are trained to deliver calm, confident care.
• Quality Control
  • Real-time monitoring and rigorous QA keep performance high and hiccups low.
• Strategic Call Management
  • IVR routing and messaging are used strategically during a surge to ensure the most urgent calls are answered first

The Call Surge Guarantee aligns with Covenir’s broader purpose to provide innovative BPO services that help insurers strengthen their bonds with policyholders.

“We’re not just answering calls, we’re protecting brand loyalty for insurers and supporting policyholders during one of their most difficult days,” added Michael Saner, Covenir Director of Operations. “By offering the Call Surge Guarantee, we’re putting our money where our purpose is.”

The offering is available immediately to new clients outsourcing FNOL or claims support through Covenir’s U.S.-based call centers.

For more information or to request program details, visit lp.covenirbpo.com/callsurge.

About Covenir

CovenirBPO helps strengthen the bonds between insurers and policyholders through exceptional onshore BPO services developed exclusively for the insurance industry. Covenir’s purpose-built Call Center, FNOL, Backoffice, Print and Distribution and Premium Services help insurers accelerate growth, improve customer satisfaction, ensure compliance and reduce costs. For more information visit www.covenirbpo.com.

Media Contact:

Shanda Boyett, Head of Marketing

shanda.boyett@covenirbpo.com

917.388.7107