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A Case Study by The Hour

Virtual Back Office & Customer Service Support for Commercial Insurance Agency

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Company Overview

Helping Insurance Agencies Streamline, Scale & Succeed

THE HOUR is a premium virtual assistant and back office service provider helping insurance agencies grow faster by reducing operational costs and enhancing service delivery. We offer scalable solutions for commercial and personal insurance agencies looking to streamline tasks such as policy administration, claims follow-up, and customer service—without hiring full-time staff.

We’ve worked with clients in industries such as insurance, real estate, e-commerce, legal, healthcare, staffing, and more.

Support that grows with your business.

The Client

Helping a Commercial Insurance Agency Grow Smarter

Our client is a U.S.-based commercial insurance agency with over 15 years of experience serving small to mid-sized businesses across industries. With growing operations and limited internal capacity, the agency needed reliable back office and customer service support without expanding their in-house team.

The Challenge

As the agency scaled, core producers were overwhelmed by administrative tasks.

Admin Overload Relief

Manual data entry, policy tracking, and compliance tasks distracted from revenue-generating work.

Flexible Support

Help across different time zones and peak seasons.

Lower Overhead

A cost-effective solution that didn’t compromise quality.

The Solution

THE HOUR designed a high-impact solution after fully understanding the agency’s pain points

Consultation Call

We mapped out the agency’s current challenges and bottlenecks.

Workflow Audit

Identified time-consuming processes such as COI issuance, endorsements, renewals, and claims updates.

VA Assignment

Deployed trained insurance virtual assistants experienced with AMS360, EZLynx, and Tarmika.

Seamless Setup

CRM, VoIP, and document access enabled on Day 1.

Early Impact

Within 48 hours, the VA team handled inbox triage, quote support, COI generation, and client communications.

Ongoing Support

Weekly reviews and SOP refinements ensured ongoing quality and responsiveness.

The Verdict

Here’s what changed after working with us more time saved, less cost, and a stronger team.

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Reduction in Admin Costs

60%

More Policies Processed Monthly

21%

Virtual Assistants Added

3+

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A rounded, light grey box with an 'Insurance' label, mentioning services like Certificates of Insurance and Policy Renewals.
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Let’s Build Something Smarter Together

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