Build loyalty across moments that matter with modernized CX
Policyholders expect seamless, modern insurance experiences with easy access to digital and human support whenever they need it. TTEC helps leading insurers improve outcomes across the customer journey—from claims and policy servicing to fraud prevention and customer support.
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Who we serve
Specialized support for every insurance market
With decades of experience supporting insurance clients, TTEC has gained a deep understanding of the nuances that make each insurance market different. Across every segment, we offer a compliance-ready operational foundation that combines AI-enabled technology, licensed expertise, and scalable operations.
Property & Casualty
Claims operations, FNOL (First Notice of Loss), fraud prevention, policy servicing, renewals
Life Insurance
Enrollment, policy administration, servicing, retention
Pet Insurance
Claims support, digital servicing, policyholder care
InsurTech
Scalable customer operations, AI enabled workflows, rapid growth support, AI
How we help
The right blend of people + tech to serve policyholders how, when, and where they want
We build every solution on a compliance-ready foundation that’s designed to improve efficiency, reduce risk, and enhance the policyholder experience.
Claims & FNOL
The Challenge
Claims are your highest-risk, highest-visibility moment, with the power to create a customer for life or lose loyalty forever.
Slow intake and manual triage drive churn, and a recent survey showed that 83% of consumers would switch insurance carriers after a bad claims experience.
TTEC helps you fuel growth by building easy, efficient claims experiences.
Claims & FNOL Solutions
- Claims Automation & Servicing: Streamline FNOL intake, triage, adjudication support, status servicing and more.
- Multimodal FNOL intake: Enable policyholders to submit claims via photo or video for faster submission.
- IVR-to-IVA modernization: Replace legacy, menu-based IVR with AI-powered voice intake.
- Real-time translation: Unlock multilingual claims intake with TTEC ADDI.
Fraud & AI Trust
The Challenge
Your aspirations to use AI to improve efficiency and detect fraud are blocked by compliance before they can even pilot.
TTEC helps you navigate risk with proven strategies and solutions, clearly defined governance, and trusted tools.
Fraud & AI Trust Solutions
- Human + AI Augmentation: Reduce risk with an environment where AI handles bounded tasks, and humans own adjudication.
- TTEC Intelligent Fraud Automation: Get always-on protection with AI-enhanced, anti-fraud technology.
- Fraud Prevention: Get real-time detection of chargebacks, account takeovers, money laundering signals, and other suspicious activity with TTEC’s reporting options.
Back-Office & Policy Operations
The Challenge
Fast, empathetic agents can't outrun a slow, disconnected back-office.
TTEC helps automate and orchestrate workflows to accelerate claims processes and create happier customers.
Back-Office & Policy Operations Solutions
- Back-Office Technology Optimization: Automate back- and mid-office operations for seamless experiences that deliver on your customer service promises.
- Cross-Department Workflow Orchestration: Integrate back-office platforms and workflows with your contact center platform and CRM to keep customer details like intent, sentiment, and history intact across the enterprise.
- Back-Office Operations: Get additional support for policy and benefits administration, renewals, compliance and more.
- Data & Knowledge Management: Ensure that your customer data and records are clean, clear, and accessible to the right people in the right places.
Revenue Generation
The Challenge
A premium adjustment or renewal letter shouldn't automatically mean mass cancellations.
TTEC helps insurance clients turn customer touchpoints into opportunities for revenue and growth.
Proven outcome
50–65% acceptance rate on negotiated payment plans; 1.2–1.5x ROI on recovery ops
See case studyRevenue Generation Solutions
- Collections & Retention Operations: Our expert teams can help you recover lost premium payments and keep policyholders from switching to competitors.
- Loyalty & Rewards Programs: Retain valuable customers with programs that offer perks and discounts for loyalty or specific activities.
- Early/mid/late-stage collections model: Apply the right collections model to the right customer stage to preserve valuable relationships.
- Sales-BDR as a service, implementation: Scale your team with experienced sales, business development, and implementation professionals.
AI Innovative Solutions
The Challenge
Without true visibility into the “why” behind customer churn, insurers can’t address the cause.
TTEC can help clients analyze 100% of their customer interactions across every channel to uncover friction, identify automation opportunities, surface risk in real time, and more.
Proven outcome
A leading global brand saved $2M using conversation intelligence; 15-point NPS increase (automotive client, comparable use case)
AI Innovative Solutions
- Conversation Intelligence: Glean powerful insights from customer conversations to identify and solve areas of friction and opportunity.
- VoC + CX Analytics Loop: Integrate customer feedback and apply findings to drive valuable business impact.
- TTEC Insights: Move your QA from transactional data into deep, actionable insights across associate performance, sales, marketing, product and more.
The Challenge
Claims are your highest-risk, highest-visibility moment, with the power to create a customer for life or lose loyalty forever.
Slow intake and manual triage drive churn, and a recent survey showed that 83% of consumers would switch insurance carriers after a bad claims experience.
TTEC helps you fuel growth by building easy, efficient claims experiences.
Claims & FNOL Solutions
- Claims Automation & Servicing: Streamline FNOL intake, triage, adjudication support, status servicing and more.
- Multimodal FNOL intake: Enable policyholders to submit claims via photo or video for faster submission.
- IVR-to-IVA modernization: Replace legacy, menu-based IVR with AI-powered voice intake.
- Real-time translation: Unlock multilingual claims intake with TTEC ADDI.
The Challenge
Your aspirations to use AI to improve efficiency and detect fraud are blocked by compliance before they can even pilot.
TTEC helps you navigate risk with proven strategies and solutions, clearly defined governance, and trusted tools.
Fraud & AI Trust Solutions
- Human + AI Augmentation: Reduce risk with an environment where AI handles bounded tasks, and humans own adjudication.
- TTEC Intelligent Fraud Automation: Get always-on protection with AI-enhanced, anti-fraud technology.
- Fraud Prevention: Get real-time detection of chargebacks, account takeovers, money laundering signals, and other suspicious activity with TTEC’s reporting options.
The Challenge
Fast, empathetic agents can't outrun a slow, disconnected back-office.
TTEC helps automate and orchestrate workflows to accelerate claims processes and create happier customers.
Back-Office & Policy Operations Solutions
- Back-Office Technology Optimization: Automate back- and mid-office operations for seamless experiences that deliver on your customer service promises.
- Cross-Department Workflow Orchestration: Integrate back-office platforms and workflows with your contact center platform and CRM to keep customer details like intent, sentiment, and history intact across the enterprise.
- Back-Office Operations: Get additional support for policy and benefits administration, renewals, compliance and more.
- Data & Knowledge Management: Ensure that your customer data and records are clean, clear, and accessible to the right people in the right places.
The Challenge
A premium adjustment or renewal letter shouldn't automatically mean mass cancellations.
TTEC helps insurance clients turn customer touchpoints into opportunities for revenue and growth.
Proven outcome
50–65% acceptance rate on negotiated payment plans; 1.2–1.5x ROI on recovery ops
See case studyRevenue Generation Solutions
- Collections & Retention Operations: Our expert teams can help you recover lost premium payments and keep policyholders from switching to competitors.
- Loyalty & Rewards Programs: Retain valuable customers with programs that offer perks and discounts for loyalty or specific activities.
- Early/mid/late-stage collections model: Apply the right collections model to the right customer stage to preserve valuable relationships.
- Sales-BDR as a service, implementation: Scale your team with experienced sales, business development, and implementation professionals.
The Challenge
Without true visibility into the “why” behind customer churn, insurers can’t address the cause.
TTEC can help clients analyze 100% of their customer interactions across every channel to uncover friction, identify automation opportunities, surface risk in real time, and more.
Proven outcome
A leading global brand saved $2M using conversation intelligence; 15-point NPS increase (automotive client, comparable use case)
AI Innovative Solutions
- Conversation Intelligence: Glean powerful insights from customer conversations to identify and solve areas of friction and opportunity.
- VoC + CX Analytics Loop: Integrate customer feedback and apply findings to drive valuable business impact.
- TTEC Insights: Move your QA from transactional data into deep, actionable insights across associate performance, sales, marketing, product and more.
TTEC Digital
Every customer. Every channel. Every time.
While it’s the frontline experiences that customers remember, it’s the technology behind the scenes that makes it all seamless at scale. Our TTEC Digital team is a leader in helping insurance clients tackle challenging technology projects like data estate modernization, CRM and CCaaS optimization and integration, AI innovation, and more.
Built for the moments that matter most
TTEC helps insurers navigate the moments that matter most by combining operational excellence, AI, and human expertise to deliver better business and customer outcomes.
The claim moment, handled right
Empathy and operational precision come together when policyholders need them most.
Compliance ready, always
Compliance is built into every workflow, helping reduce risk without slowing operations.
Retention is operations, not marketing
Better servicing creates stronger renewals and lasting customer relationships.
The right AI, in the right workflow
AI improves efficiency where it creates value while keeping people involved in critical decisions.
The life-event moment, handled with care
Bereavement, retirement, and disability require empathy-trained specialists, not efficiency scripts.
Why TTEC
Why insurers choose TTEC
Built on operational excellence
Insurers choose TTEC because we combine industry expertise, enterprise scale, AI enabled operations, and operational excellence to help modernize customer experiences while delivering measurable business outcomes.
25+
years
Supporting BFSI and insurance operations.
2500+
associates
Supporting BFSI and insurance operations.
32
lines of business
Supporting specialized insurance operations.
24/7
multilingual support
Helping policyholders across every stage of their journey.
25+
insurance programs
Delivered for insurers around the world.
Results that speak
90% quality score
An InsurTech achieved a 90% quality score by combining AI with human expertise, accelerating claims processing, improving data accuracy, eliminating backlogs, and delivering more reliable claim outcomes.
Read case study107% of revenue target achieved
A global financial software company exceeded its revenue goals while generating $28 million in a single quarter through a scalable multichannel sales strategy and consultative customer engagement.
Read case study23% time savings
An innovative insurer reduced manual work for team leads by 23%, freeing up 45 minutes each day for personalized coaching, stronger associate development, and better performance outcomes with TTEC Perform.
Read case study8-13% reduction in average handle time
A leading insurance provider reimagined its omnichannel customer experience, reducing average handle time by up to 13% through optimized employee tools, automation, and customer centered experience design.
Read case study
Frequently Asked Questions
Acquisition, claims, fraud prevention, policy servicing, benefits administration, and renewals across Property & Casualty, Life, Health, Pet, London Markets, and InsurTech.
Yes. Our teams support customer facing interactions as well as specialized operational workflows including claims processing, fraud investigations, benefits administration, and policy servicing.
We combine trained investigators, real time fraud monitoring, structured investigations, quality assurance, and reporting to strengthen fraud detection and reduce loss exposure.
AI supports associates with document verification, policy guidance, fraud monitoring, customer communications, coaching, and operational analytics while keeping people involved in high value interactions.
We support Property & Casualty, Life, Health, Pet Insurance, London Markets, and InsurTech organizations with specialized operational services.
Ready to modernize your
insurance operations?
Let's simplify insurance operations and accelerate measurable business outcomes.