Product Support Services, the newest department in Blue Cod’s BPO, specializes in providing services to insurance companies that require a level of insurance product knowledge and decision making beyond that expect to be provided from Customer Service and Policy Processing Services staff.

The Product Support team works closely with our customer’s underwriting department to establish and customize the level of authority and services that are desired. It is up to the customer to determine the level of involvement.

There are two main areas of focus for this team: Agency Support and Endorsement Processing.

Agency Support addresses coverage questions, eligibility concerns, and contract interpretations:

• Our team assists agents by providing underwriting eligibility guidance.

• Existing policies are documented with the details of the call once completed.

• We provide accurate answers to specific questions but also refer the agent to the policy
  or endorsement language where coverage is provided or excluded. This gives the agent the advantage of an answer to immediate issues and helps educate the agent as well.

• We educate the agent on the resources available on the customer’s web site.

• Calls outside the granted level of authority are referred directly to an underwriter through a direct transfer of the agent or held while a consultation call is placed to the underwriter.

• Reports are generated monthly tracking the number and duration of calls taken. Custom reports are available.

• For quality control purposes, calls are randomly monitored by the Team Manager.

• Transferred calls from Customer Service are done as a seamless transaction through a dedicated phone queue.

Endorsement Processing addresses the processing of endorsements and policy cancellation requests, which may require more extensive information and review. All activities are managed and documented using Blue Cod’s Allgenda™ work management tool.

• Necessary information is obtained via outbound calls, faxes or emails to the agent.

• Referrals occur when a transaction exceeds standard levels of authority or expertise.

• All applicable documents are scanned and attached electronically to the fi le so that all information is available.

• Once the underwriter completes their review, the decision is updated within Allgenda and returned directly to the Product Support Specialist.

• Transaction volume is electronically tracked on a monthly basis with 10% of all transactions randomly checked to ensure accuracy and quality.

The Product Support team provides Blue Cod customers with another set of “eyes and ears” to help identify trends or agency training needs. Our team also takes away a signifi cant percentage of the routine tasks generally handled in our customer’s underwriting departments freeing them to devote more of their resources to other, more important underwriting issues.