Challenge:

The company was facing significant challenges in managing and tracking hundreds of partner agreements, regulatory compliance documents, onboarding workflows, and audit-related communications. Their internal operations team was stretched thin, leading to:

• Missed deadlines for regulatory audits.
• Difficulty tracking partner renewal dates
• Lack of centralized documentation
• Delays in communication with agents and vendors

The company was facing significant challenges in managing and tracking hundreds of partner agreements, regulatory compliance documents, onboarding workflows, and audit-related communications. Their internal operations team was stretched thin, leading to:

How Kivavee Helped:

Kivavee Global Services stepped in to provide robust Partner Management Support tailored to the insurance industry’s regulatory and operational needs:

• Consolidated and digitized all agreements, certifications, and contracts into an organized document management system
• Built a tracking and escalation framework for compliance deadlines, renewals, and audits
• Provided virtual assistant support to communicate with partners and collect missing documents in a timely manner
• Streamlined internal SOPs for onboarding agents and vendors
• Ensured all compliance-related activities were proactively monitored and reported

Results Achieved:

• 100% compliance with regulatory audits over the past year
• Reduced agent/vendor onboarding time by 45%
• Eliminated delays in contract renewals and documentation
• Freed up 30% of internal operations team's time to focus on strategic tasks

Client Feedback:

"Partner and compliance management used to feel like walking a tightrope. Kivavee’s support not only brought structure to the chaos but helped us stay compliant, efficient, and focused on what we do best — protecting our clients."

Challenge:

As the agency expanded, managing day-to-day policy servicing became a bottleneck. Their small in-house team struggled with:

• Processing endorsements and cancellations on time
• Responding to customer queries about policy changes and coverage
• Keeping up with renewal notifications and non-pay cancellations
• Managing backlogs in documentation and system updates

The delays were impacting client satisfaction, renewals, and staff morale.

How Kivavee Helped:

Kivavee Global Services stepped in with a dedicated Policy Servicing Support team, trained in U.S. insurance workflows:

• Took over routine servicing tasks such as endorsements, COIs, cancellations, reinstatements, and non-pay follow-ups
• Streamlined data entry and document attachment into the agency’s AMS
• Implemented a ticketing system to ensure every request was tracked and resolved within SLAs
• Provided after-hours coverage to handle time-sensitive requests
• Offered real-time reporting and SLA metrics to agency leadership

Results Achieved:

• 95% of policy servicing requests completed within 24 hours
• Eliminated backlog of over 1,000 service requests in just 3 weeks
• 40% improvement in customer satisfaction scores
• Allowed the in-house team to focus on high-value client engagement and sales

Client Feedback:

"We were drowning in day-to-day policy servicing. Kivavee’s support has transformed our operations, our clients are happier, and our team finally has breathing room to grow the business."

Challenge:

The carrier experienced a surge in claim volumes due to seasonal catastrophes and a lean internal claims team. This led to:

• Delays in claim intake and FNOL (First Notice of Loss) entries
• Inconsistent follow-ups with claimants and adjusters
• Backlogs in document collection and system updates
• Negative customer reviews due to slow claim resolution times
• They needed immediate and reliable support to stabilize their claims workflow and protect their brand reputation.

How Kivavee Helped:

Kivavee Global Services deployed a specialized Claims Support Team trained in insurance processes and terminology:

• Took over FNOL intake through email, CRM, and phone logs
• Collected missing documentation from insureds and claimants
• Followed up with adjusters for status updates and closed-loop communication
• Updated claims system with accurate notes, files, and contact history
• Provided after-hours assistance during CAT events to extend support coverage

Results Achieved:

• Reduced FNOL entry time by 60%
• Cleared backlog of over 2,500 open claim tickets within the first 30 days
• Increased claimant satisfaction through faster response and consistent communication
• Allowed in-house adjusters to focus on complex cases instead of administrative work

Client Feedback:

"Kivavee’s claims support was a game-changer during our most critical period. Their team became an extension of ours, helping us stay timely, responsive, and professional throughout the claims process."

Challenge:

The client was under pressure to cut operating costs while maintaining service quality. Their in-house UK call center was becoming too expensive to sustain due to:

• High overheads (staffing, infrastructure, telecom)
• Rising attrition and retraining costs
• Limited scalability during peak hours

They sought a reliable outsourcing partner to relocate their call center operations to India — without compromising customer experience.

How Kivavee Helped:

Kivavee Global Services took end-to-end responsibility for setting up and managing their offshore call center in India:

• Recruited and trained a dedicated support team aligned with UK business hours and customer expectations
• Set up telephony, CRM integration, reporting dashboards, and QA processes
• Provided real-time SLA tracking and escalation workflows
• Ensured strict adherence to data privacy, GDPR compliance, and client-specific KPIs
• Delivered full transparency and weekly performance reports

Results Achieved:

• 55% cost reduction compared to their UK in-house call center operations
• Seamless transition with zero disruption to customers
• Faster response times and higher FCR (First Contact Resolution) within 3 months
• Scalable staffing model to support seasonal or campaign-based spikes

Client Feedback:

"Kivavee helped us execute one of our most strategic moves, transitioning our call center to India. The results speak for themselves: lower costs, better efficiency, and happy customers. It’s a win across the board."

Challenge:

As part of their national expansion, the client needed to scale up their call center operations to manage increased inbound inquiries, appointment scheduling, follow-ups, and support services. However, setting up an entirely new facility with internal manpower and infrastructure would be:

• Capital-intensive
• Time-consuming
• Complex to manage and scale
• To stay lean and efficient, they decided to outsource a portion of their call center operations and sought a trusted partner.

How Kivavee Helped:

Kivavee Global Services partnered with the client to provide end-to-end call center setup and operational support from India:

• Established a customized team trained specifically on healthcare protocols, appointment flows, and patient data handling
• Handled front-line call support for appointment bookings, diagnostic queries, and patient follow-ups
• Provided infrastructure (telephony, CRM support, and reporting tools) without the client needing to build their own
• Maintained strict adherence to healthcare data privacy, service protocols, and quality metrics
• Offered a flexible staffing model to adapt to volume changes across peak periods

Results Achieved:

• Client saved over 40% in setup and operational costs
• Seamless integration with their internal systems and teams
• Achieved 20 second average call pickup time and 90%+ appointment confirmation rate
• Enhanced scalability without the burden of managing in-house teams

Client Feedback:

"We needed a fast, reliable, and compliant partner to help us scale our healthcare call operations — and Kivavee delivered. Their team operates as an extension of ours and has been instrumental in driving patient satisfaction and operational savings."