Insurance Outsourcing | Policy Operations, Claims and Renewals

Last updated: November 11, 2026

Insurance sector outsourcing means that insurers, agencies and brokers run work such as policy operations, first-stage claims handling, renewal and collections follow-up, customer service and software development with an external team, under service levels defined by contract. Insurance is a closely supervised industry, so outsourcing here is not only a cost decision but also a compliance and risk management decision. 360 Soft builds the operations team together with the software that makes the process traceable, and the team can work remotely, at your office or in a hybrid model.

On this page we cover insurance outsourcing with task and role tables, a general overview of the regulatory framework, delivery and pricing models, service level indicators, data protection and information security, risks and a vendor checklist.

Typical challenges for insurers and agencies

Renewal peaks: motor and other policies concentrate in certain months; customers whose policies are due are not called in time and move to a competitor.
Multiple insurer portals: agencies request and compare quotes on several insurers’ portals, entering the same customer data again and again.
Communication gaps in claims: customers cannot find out what stage their claim is at, and requests for missing documents go out late.
Endorsements and cancellations: address, vehicle and cover changes and cancellations are low value but error-prone tasks that consume specialist time.
Collections and instalments: unpaid instalments are noticed late, and cancellation and premium refund calculations are done manually.
Compliance load: record keeping, customer disclosure, anti-money laundering and complaint handling obligations sit on the same team as daily operations.

Work that can be outsourced, and typical roles

Work area	Typical roles	Main tasks	Tools and technologies
Policy operations (back office)	Operations specialist, data entry operator, quality controller	Collecting data for quotes, preparing policy issuance, pre-checks on endorsements and cancellations, document archiving	Agency software, insurer portals, document management
Renewals and cross-selling	Customer agent, telesales specialist	Calls for policies coming up for renewal, quote appointments, information on additional products	CRM, telephony, consent registry checklist
First-stage claims handling	Claims assistant, document follow-up specialist	First notice of loss, missing document follow-up, status updates to customers, loss adjuster appointment coordination	Claims management system, ticketing
Customer service	Contact centre agent, complaints specialist	Policy enquiries, explaining cover, complaint logging and follow-up	Contact centre, CRM, knowledge base
Finance operations	Collections specialist, reconciliation specialist	Instalment follow-up, premium reconciliation, commission checks, preparing refund calculations	Accounting software, bank integrations
Software and automation	Software developer, RPA developer, business analyst	Multi-insurer quote integration, screen automation, reporting	Web services, RPA tools, BI

For details see back office and data entry, call centre and customer service outsourcing, sales and telesales and finance back office. On the agency side, quotes, renewals and claims follow-up can also be brought into one screen with a CRM and automation set-up. There is an important boundary here: insurance intermediation, meaning recommending insurance contracts to customers and arranging their conclusion, belongs by law to authorised agents and brokers. The outsourced team does not take on responsibility for intermediation; it carries out defined operational tasks under your authority and supervision. Loss assessment is the work of licensed loss adjusters; the team only handles coordination and document follow-up.

Different needs for insurers, agencies and brokers

Insurers usually outsource high-volume operations such as claims notification lines, document scanning and customer service, which require a strict contract and oversight structure under outsourcing rules. Agencies mostly need help with repetitive data entry across insurer portals, renewal follow-up and payment reminders; the team should be small but flexible. Brokers focus on corporate clients’ policy portfolios, cover comparison tables and renewal calendars. So under the same “insurance outsourcing” heading we design three different team structures and three different SLA sets.

Regulatory framework for insurance

Our team works from Türkiye, where insurance is governed by Insurance Law No. 5684 and secondary regulations, and supervised by the Insurance and Private Pension Regulation and Supervision Agency (SEDDK). The main outsourcing topics are summarised below in general terms; details depend on your status (insurer, agency, broker) and the nature of the work, so assess them with your compliance team and legal counsel. If you are regulated elsewhere, your own regulator’s outsourcing rules apply too (for example EIOPA guidelines and Solvency II in the EU, or the insurance authority rules in the UAE or Saudi Arabia).

Outsourcing of support services: rules on services bought in by insurance and pension companies place obligations on provider suitability, contract content, audit rights, confidentiality and business continuity. Outsourcing does not remove the company’s regulatory responsibility.
Intermediation: agency and broker activity is subject to registration and technical staff requirements. The limits of the team’s authority in sales and renewal calls must be written down clearly.
Information systems and records: there are rules on managing information systems, retaining records and sharing data with the Insurance Information and Monitoring Centre (SBM). The outsourced team may only access these systems with defined permissions.
Anti-money laundering: in life insurance and private pensions, Law No. 5549 and MASAK rules impose know-your-customer obligations. See our KYC and AML compliance software for digitising these checks.
Customer disclosure and complaints: informing the insured, distance selling rules and logging complaints, as well as the Insurance Arbitration Commission process for disputes, are taken into account when designing customer communication.
Marketing messages: for promotional calls and messages other than renewals, Law No. 6563 and the IYS registry are checked.

Delivery and service models

Model	How it works	Best fit in insurance
Remote	The team works from the 360 Soft office over defined secure connections	Renewal calls, policy back office, claims document follow-up, software
On site	The team works at the insurer or agency office	Work that needs access to sensitive systems from the internal network only, front desk
Hybrid	Critical roles on site, volume work remote	Extra remote capacity in the renewal season

Service model	Definition	Example
Dedicated team	A permanent team for you, managed by the provider	A standing policy back office team for an agency
Staff augmentation	Specialists added to your existing team	An integration developer or RPA specialist for the IT team
Managed service	The whole function handed over under an SLA	Claims notification line and claim status updates
Project-based	One-off work with a defined scope	Digitising a legacy policy archive, multi-insurer quote integration

Teams range from one person to 200+, 24/7 shifts are possible (for example for a claims line), a replacement process covers staff changes, and individual roles typically start within 1–2 weeks.

Contract note for international buyers

For buyers in the EU, UK, US and MENA we work under a B2B service agreement with 360 Soft as the service provider: the team is employed, managed and paid by 360 Soft, and deliverables and service levels are defined in the contract and its statements of work. The agreement includes an NDA, assignment of intellectual property in all work product to you, and, where personal data is processed, a GDPR data processing agreement (DPA) with Standard Contractual Clauses for transfers to Türkiye (the UK IDTA or Addendum for UK data). Processing in Türkiye is also covered by KVKK (Law No. 6698). For regulated insurers, the agreement also includes the audit rights, business continuity and exit clauses that outsourcing rules typically require. This is general information, not legal advice; your counsel should review the final terms.

Process steps and typical durations

Step	Content	Typical duration
1. Discovery and compliance pre-assessment	Work to be transferred, systems, data types and regulatory requirements are mapped	1–3 weeks
2. Process design	Work instructions, authority matrix, control points and SLA are set	2–3 weeks
3. Contract and security	Service agreement, data processing agreement, confidentiality undertakings, access definitions	2–4 weeks
4. Training and transition	Product, cover and system training; shadowing	2–4 weeks
5. Pilot	Start with one line of business or one task type	4–8 weeks
6. Continuous improvement	Monthly SLA report, quarterly process and compliance review	For the contract term

Illustrative scenario: renewal season at a multi-insurer agency

Illustrative scenario: an agency working with several insurers cannot reach some customers in time during the motor renewal season. The outsourced team takes a daily list of policies due within a set number of days from the CRM, calls the customers, collects updated information and passes quote preparation to the agency’s authorised staff. Presenting the quote and issuing the policy stay with the agency’s authorised staff. This illustrates the model, not a specific client.

Service levels (SLA) and KPI examples

Area	KPI	Measurement source	Note
Policy back office	Processing time (endorsement, cancellation, issuance preparation)	Workflow timestamps	Separate targets per task type
Policy back office	Error rate	Sample-based four-eyes check	Critical field errors tracked separately
Renewals	Share of customers reached before expiry	CRM records	Day threshold agreed with you
First-stage claims	Time to open the notification, time to request missing documents	Claims system	Per line of business
Customer service	Answer rate, first contact resolution	Telephony and CRM	Complaints reported separately
Complaint handling	First response and closure time	Complaint log	Designed in line with regulatory deadlines
Compliance	Access reviews and training completion	Access and training records	Reported quarterly

Pricing: the factors that drive cost

We do not publish prices; the cost depends on lines of business, systems and compliance requirements.

Model	How it is calculated	Suitable for
Per person per month	Monthly fee per role	Ongoing back office, customer service
Hourly	Actual specialist hours	Process consulting, integration, RPA development
Fixed price	One fee for a defined scope	Archive digitisation, CRM set-up
Transaction-based	Fee per policy transaction, claim file or completed call	Endorsements and cancellations, renewal calls

Factor	Effect
Lines of business	Health, life and commercial lines need more expertise and training
Number of systems	Working across many insurer portals increases processing time
Seasonality	Renewal peaks need a flexible capacity plan
Compliance requirements	Extra controls, logging and audit steps affect cost
Working hours	24/7 services such as a claims line need shifts
Level of automation	RPA and integrations need upfront investment but lower cost per transaction over time

Comparison: in-house team, freelancers or outsourcing

Criterion	In-house	Freelancer	Outsourcing
Regulatory control	Direct	Weak; hard to audit	Through contract, audit rights and reporting
Seasonal capacity	Limited	Depends on one person	Flexible
Data security	Company policies	Risky	NDA, role-based access and logging
Process standard	Varies by person	Low	Work instructions and quality control
Management effort	High	High	Low
Measurability	Variable	Low	SLA and monthly report

Risks and how we reduce them

Risk	Mitigation
The team carrying out unauthorised intermediation	Authority matrix, approved scripts, call recording audits; quotes presented only by authorised staff
Customer data leaks	Role-based access, screen recording and export restrictions, regular access reviews
Errors in policy transactions	Four-eyes check, critical field validation, root cause analysis of errors
Missing documentation at audit	Process documents, training records and contracts kept audit-ready
Business continuity disruption	Backup team, alternative work location and business continuity plan
Dependence on the vendor	Exit plan, commitment to hand over documents and data

Security, data protection, confidentiality and IP

Special category data: health insurance and claims files may contain health data, which is special category personal data under KVKK and GDPR; additional security measures apply.
Roles: the insurer or agency is the data controller and 360 Soft the processor. The data processing agreement covers purpose, retention, sub-processors and transfer rules, with SCCs (or the UK IDTA) for EU and UK data.
Confidentiality: every team member signs an individual confidentiality undertaking, and access is revoked on the same day an assignment ends.
Intellectual property: rights to automations, integrations and reports developed for you are assigned to you in the contract.
Audit rights: the contract gives you and competent supervisory authorities the right to review processes, records and security controls.

Vendor checklist

Can the vendor propose a team lead who knows insurance lines, the policy lifecycle and the claims process?
Does it define the boundary between intermediation and operational support in a written authority matrix?
Is it ready to meet the contract and audit requirements of outsourcing rules?
Can it explain the additional measures for special category personal data?
Does it offer a capacity plan for the renewal season?
Does it share its quality control method and error rate measurement from the start?
Are business continuity and the exit plan in writing?
Is it open to verifying its references and competence claims with documents?

Balancing automation and the human team

Much of insurance operations is rule-based: entering the same customer data into several insurer portals, listing policies due for renewal, checking instalment status and sending standard notifications. Screen automation (RPA) and web service integrations reduce both error risk and processing time for this work. On the other hand, explaining cover, talking to a worried customer during a claim or assessing an unusual endorsement request needs human judgement.

Our approach is to measure the current process step by step first, then decide together which steps go to automation and which stay with specialists. The team steps in where automation fails or produces exceptions, so a robot’s error never reaches the customer. This balance also makes it easier to size the team for seasonal peaks.

Example division of work

Task step	Automation	Specialist team
List of policies due for renewal	Automatic daily list	Checking exceptions
Multi-insurer quote data entry	Integration or RPA	Completing missing information
Customer call and needs analysis	Call list and reminders	The conversation itself
Claims document follow-up	Automatic missing document reminders	Customer communication and loss adjuster coordination

Frequently asked questions

Which tasks can insurers outsource?

The most common areas are policy back office, endorsement and cancellation pre-processing, renewal calls, claims notification and document follow-up, customer service, collections and reconciliation, and software and automation.

Can the outsourced team sell insurance?

Insurance intermediation belongs by law to authorised agents and brokers. The team carries out operational tasks such as collecting information, booking appointments and renewal reminders under your authority and supervision; presenting quotes and issuing policies stay with your authorised staff.

Does outsourcing cause problems with the regulator?

Outsourcing does not remove the company’s regulatory responsibility. The contract should include audit rights, confidentiality, business continuity and reporting clauses, and your compliance team should assess the process from the start. Local rules in your country apply as well.

What does the team do on claim files?

Logging the notification, requesting missing documents from the customer, coordinating loss adjuster appointments and giving the customer status updates. Loss assessment and settlement decisions are outside the team’s authority.

How is health insurance data protected?

Health data is special category personal data. Access is given only to the roles that need it, activity is logged, exports are restricted and the team receives specific training.

Which agency software can you work with?

We work with your existing agency software and insurer portals using the permissions you grant. If integration or automation is needed, it is planned separately.

Can the team grow during the renewal season?

Yes. Extra remote capacity is added in peak months; scaling rules and notice periods are defined in the contract.

How are anti-money laundering obligations handled?

Customer due diligence and suspicious transaction reporting obligations stay with the obliged entity. The team can support applying defined control steps and collecting documents.

How is pricing set?

Per person per month, hourly, fixed price or per transaction. Transaction-based pricing suits predictable volumes, while per person per month suits variable work.

How long does the pilot take?

Typically 4 to 8 weeks. The pilot starts with one line of business or task type and the scope widens once the measurements are stable.

Who keeps the call recordings?

Recordings are kept in the system and for the retention period you define; at the end of the contract the data is returned to you or destroyed.

Which contract model do you use?

A B2B service agreement: the 360 Soft team delivers the work under its own management within an SLA, with NDA, IP assignment, a data processing agreement and audit rights. It is not a temporary staffing arrangement.

Plan your insurance operations with us

Share the work you want to hand over, your mix of lines of business and the systems you use, and we will propose a scope and service levels that include your compliance requirements. Call or WhatsApp us on +90 850 335 10 87, write to info@360-soft.com, message us directly on WhatsApp, or use the form on our contact page. 360 Soft Marketing Yazılım ve Danışmanlık Ltd. Şti., Nidakule Ataşehir Batı, Barbaros Mah. Begonya Sk. No:1 D:2, 34746 Ataşehir/İstanbul.

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