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A Case Study by The Hour
Virtual Back Office & Customer Service Support for Personal Insurance Agency
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Company Overview
Smart Support for Smarter Insurance Agencies
THE HOUR delivers flexible, skilled virtual assistant solutions to personal insurance agencies, helping them manage policies, renewals, customer queries, and compliance without increasing overhead. Our expertise enables agencies to scale faster, enhance client experiences, and maintain strong retention rates.
We serve agencies across personal lines insurance, including auto, home, renters, life, and umbrella coverage, providing tailored virtual support to match the industry’s pace and precision.
Boost your agency’s productivity without adding headcount.
The Client
Empowering a Growing Personal Insurance Agency
This client, based in the Midwest USA, specializes in auto, home, and renters insurance policies for individuals and families. With a growing policyholder base, the team needed support for handling day-to-day admin, client queries, and policy servicing without hiring additional full-time staff.
The Challenge
As the agency scaled, core producers were overwhelmed by administrative tasks.
Overflowing Client Service Requests
Too many inquiries, too few hands.
Renewal Management Chaos
Missing key dates, resulting in lapses or coverage gaps.
Burnout Among Licensed Agents
Agents were spending more time on data entry and COIs than selling.
Limited Availability After Hours
Missed opportunities and poor service ratings outside of regular hours.
The Solution
THE HOUR implemented a structured back office and customer support solution with
Discovery & Needs Analysis
Identified high-friction tasks and gaps in service coverage.
Custom Workflow Blueprint
Mapped and automated repetitive tasks like renewal notices, quote requests, and ID card generation.
Trained Personal Insurance VA
Assigned a VA familiar with personal lines workflows and common policy platforms.
Seamless Integration
Connected the VA with the client’s AMS (HawkSoft), VoIP, CRM, and customer ticketing tools.
Immediate Wins
Within 72 hours, the VA was resolving client queries, updating policies, issuing ID cards, and assisting with claims follow-up.
After-Hours Coverage
Evening availability enabled better retention and improved customer satisfaction.
The Verdict
Here’s what changed after working with us more time saved, less cost, and a stronger team.
