Scaling insurance operations has never been more challenging or more critical. In recent conversations with carriers and insurance leaders, I hear the same struggles on repeat:
- Call volumes spiking overnight after a hurricane.
- Supply chain hiccups slowing repairs and frustrating policyholders.
- Rising costs of staffing, technology, and materials.
- Teams stretched beyond effectiveness.
Individually, none of these challenges are new. But together, they multiply, and that’s the reality executives are facing today.
The Two Goals Every Carrier Shares
Across these conversations, two priorities consistently rise to the top:
- Reducing cost pressures.
- Keeping policyholders satisfied even when stress is high, and time is short.
We also saw these themes in our 2025 Insurance Operations Leaders Trends Report. How you manage the claims experience determines whether both goals can be achieved or lost.
What Works in the Real World
After more than a decade serving insurers, I’ve seen what moves the needle:
- Thinking systemically, not reactively. View events as connected, not one-offs. Anticipate how a single storm will affect staffing, vendor capacity, supply availability, and communication, not just today, but weeks later. We saw this during last year’s back-to-back hurricanes, and it helped us foment improvements.
- Pre-planning for surges. True preparedness means having people, training, routing, and reporting ready before the first alert hits. The plans we acted on during that double hurricane event ensured we could keep up with the unexpected demand.
- Having a single source of truth. Policyholders should never have to repeat their story. One unified view of the claim eliminates friction. Connecting to your systems ensures we can act on your behalf to deliver a great policyholder experience.
- Measuring what matters. Volume cleared isn’t enough. Speed, clarity, empathy, and first-contact resolution define the policyholder experience, and those are the things we keep tabs on every day.
The bottom line: success doesn’t come from perfection. It comes from preparation, clear priorities, and the right partners who can flex with you when things stack up.
How Covenir Helps Insurers Scale with Confidence
At Covenir, we understand scalability because we live it every day with our clients. We put our preparedness to the test during the storms last year, and I’m happy to report that not only were we able to rise to the challenge, scaling up our operations quickly with trained, empathetic agents ready to handle policyholder’s toughest days, but the best practices and standard operating procedures morphed into a new feature – the Covenir Call Surge Guarantee. You can read about it here.
That’s just one example of how we are putting all the prep in place to WOW our customers and deliver when it matters. That’s how we help insurers reduce costs, protect brand reputation, and deliver policyholder experiences that strengthen loyalty, even under pressure (and especially during high pressure moments!)
Let’s Talk Scalability
If you’re wrestling with these challenges, let’s compare notes. I’d love to hear what’s working for you and share what we’ve seen drive results across the industry.