The client, a multi-line insurance company providing annuity, life insurance, retirement plans, and group benefit products, was tasked to improve communication and the level of service provided to the client’s career agents. The client’s relationship with its career agents had become increasingly strained since the client outsourced its fixed annuity new business and post-issue administration. Quick remediation of that relationship was key to the client’s continued success.
Proactive reach outs from the USIP team engaged the client. We then helped them document the challenge, communicated to senior leaders, and create the case for change.
The Capco team brought industry expertise, stability, and organization. To improve communication and the level of service to the client’s agents, Capco stood up a team of case managers, equipped that team with the processes and resources it needed to be successful, and also a staffing model and approach that enabled the client to secure additional resources as needed. Throughout the onboarding process, Capco also provided ongoing support for the case managers with production work.