Insurance CX
Outcomes that show up
in operations
Insurance is built on trust, speed, and accuracy. We help insurers strengthen performance in the interactions that define loyalty and profitability:
- Higher first-contact resolution across service and claims-related inquiries
- Faster handling with stronger accuracy and compliance discipline
- Better cost-to-serve control through automation + agent guidance
- Clearer customer communications that support retention and renewal
New partnership: pilot-first transformation for member operations
Atento + Simplify Healthcare bring a pilot-first program that helps health plans modernize member and provider experience
with measurable operational gains and a low-risk launch model.
See the model working
in real insurance moments
Built for policy, claims, and regulated conversations
We speak insurance because we operate insurance. Our teams support work that requires precision, documentation, and confident guidance, including:
FNOL / claim intake
Billing and payments
Broker/agent support desks
Policy servicing
Cancellations, reinstatements, and renewals
Outsourcing that improves the business, beyond the queue
Atento’s BTO approach combines three things in one operating model:
Three AI capabilities insurers can deploy now
AI Agent
Automates high-volume policyholder demand with controlled handoffs: policy status, ID cards/certificates, billing questions, claim status, required documents, coverage FAQs, appointment/inspection scheduling, and simple endorsements where rules allow. Includes 24/7 coverage with consistent responses and auditable interaction logs.
AI Agent Assist
AI assists experts live with policy wording retrieval, next-best question prompts, disclosure and compliance reminders, claim triage checklists, knowledge-grounded answers, and wrap-up summaries to speed documentation and improve accuracy in regulated conversations.
AI Advanced Insights
Turns interactions into action: identifies repeat-contact drivers, top root causes of complaints, coverage confusion themes, process breakdown points, and retention risk signals (cancellation intent, billing friction). Feeds improvements into knowledge, digital flows, and agent guidance.
