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TheDeskPro

Insurance CSR BPO

Claims Support That Keeps Every File Moving

A dedicated CSR takes the loss report, files it with the carrier, and keeps the file moving until it closes.
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Insurance CSR BPO

Claims Assistance

FNOL intake, carrier filing, adjuster follow-up and insured status updates handled by a dedicated CSR

  • Take first notice of loss reports
  • Verify coverage in force before filing
  • File claims through carrier portals
  • Report losses by carrier claims line
  • Record claim numbers in the AMS
The Desk Pro's virtual assistants have taken the weight off our management team, allowing us to drive strategic initiatives. Their integration into our workflow has been seamless.
Jennifer A. Minteer, Dumas ServicesJennifer A. Minteer, Dumas Services

Overview

What a DeskPro claims assistance professional does

Claims assistance is the work between a client's loss and the carrier's decision: first notice of loss intake, correct filing, document collection, adjuster follow-up and insured updates. The DeskPro staffs that work with dedicated remote insurance CSRs for independent agencies, brokerages, MGAs and program administrators. Your producers stay on coverage conversations and new business.

Your CSR works inside your systems and under your process: your AMS, your carrier portals, your intake script, your escalation rules. We recruit, screen, train and manage the person; you own the workflow and provision least-privilege access through your own administrator. Work is covered by NDAs, and a DeskPro team lead reviews sampled files against your SOPs.

Works inside

AMS360Applied EpicEZLynxHawkSoftNowCertsQQCatalystSalesforceMicrosoft 365

Scope of work

Typical responsibilities

  • Take first notice of loss reports
  • Verify coverage in force before filing
  • File claims through carrier portals
  • Report losses by carrier claims line
  • Record claim numbers in the AMS
  • Confirm adjuster assignment and contact details
  • Collect photos, estimates and receipts
  • Request police, fire and medical reports
  • Follow up with adjusters on cadence
  • Send status updates to insureds
  • Maintain chronological claim activity logs
  • Attach claim documents to the policy file
  • Escalate coverage questions to the producer
  • Flag aging and stalled claim files
01

From Loss Report to Filed Claim, Same Day

Most claims go wrong in the first hour, not the last. An FNOL missing the loss date, the location, a readable description or a working callback number gets returned for clarification, and the file stalls.

Your CSR works from an intake script you approve, so the same fields get captured on a quiet Tuesday or in the middle of a hail event. If a carrier portal is down, the loss is reported by phone and the confirmation reference is logged.

  • Policy verified in force against the declarations page
  • Date, time, location and plain-language description of loss
  • Insured contact details and best callback window
  • Third parties, injuries, and police or fire report numbers
  • Photos, repair estimates and receipts requested at first contact
  • Claim number and adjuster assignment logged same day
02

Adjuster Follow-Up and Real Insured Updates

The complaint agencies hear after a loss is rarely about the settlement amount. It is that nobody called. Adjuster caseloads spike after storms, files sit unless someone keeps asking, and that asking is the work a dedicated CSR owns.

Your CSR runs the cadence you set, pushes the adjuster for a specific next step, and gives insureds a real update in your agency's voice. Payments, denials and coverage questions go to the producer the same day with a written summary attached.

  • Follow-up every two business days on open property files
  • Weekly checks once repairs are underway
  • Missing documents chased on both sides of the file
  • Chronological log of calls, emails, documents and status
  • Payments, denials and coverage questions escalated same day
  • Adjusting, damage evaluation and settlement stay with licensed staff

Why it works

What changes once the role is covered

The point is not to add a person. It is to give the workload a permanent owner.

Claims Stop Going Quiet

Someone owns the follow-up calendar on every open file and chases adjusters on a documented cadence.

Producers Back On Selling

Your revenue staff stops waiting on hold with claims departments and steps in only for coverage judgment.

A Defensible Claim Log

Contacts, documents and status changes are timestamped in the AMS, so any team member can pick up a file.

Capacity For Storm Surges

Claim volume after a weather event is never even, so documented SOPs and trained backups let you add hands.

Good fit

Who this service is built for

If more than one of these describes your operation, this is usually the first role worth outsourcing.

  • Agencies where producers are chasing adjusters between sales calls
  • Personal lines books with heavy property exposure and seasonal storm surges
  • Commercial agencies handling workers' comp, fleet and general liability claims
  • Teams whose claim notes live in email threads instead of the AMS
  • Agencies losing renewals because claim communication runs slow
Our collaboration with The Desk Pro has made handling administrative tasks straightforward, giving us more time to enhance client relationships. Their impact on our growth is undeniable.
Arslan Khan, Maple Insurance GroupArslan Khan, Maple Insurance Group
Scope this role

Questions

Claims Assistance FAQs

Something not covered here? Ask us directly.

No. Our CSRs handle the support work around a claim: intake, filing, document collection, adjuster follow-up and status updates. Coverage determination, damage evaluation and settlement negotiation stay with the carrier's licensed adjusters and your licensed staff, and policy-language questions go to the assigned producer.

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Let's build your team

Ready to hand off claims assistance?

Tell us the workload, the systems and the hours. You interview the shortlist and decide who joins.

Prefer to talk now? +1 (717) 551-5566
Request a candidateSchedule a consultation