How Covenir Handled a 3X Call Surge During Back-to-Back Hurricanes‌

Proactive Planning and Coordination‌ ‌

While each storm is unpredictable, our catastrophe preparedness strategy includes collaborative planning with our carrier partners well before storm season. In this case, we worked closely with affected clients to ensure rapid communication lines, clear escalation procedures, and up-to-date forecasts of potential impact.‌

Flexible Staffing & Cross-Training‌ ‌

Our cross-trained workforce was key to scaling quickly. A standing roster of rapid-response agents with experience in FNOL (First Notice of Loss) was activated, supported by staff who had already been trained in multiple call center roles. This flexibility enabled us to reallocate resources within 24–48 hours and triple our call-handling capacity with minimal disruption.‌ ‌

Strategic IVR Call Routing‌ ‌

To streamline the influx, we implemented smart IVR routing strategies. Urgent claim calls were directed to live call center agents, while lower-priority inquiries were automatically routed to online forms or given callback options.‌ ‌

Empathy-Driven Communication‌ ‌

Covenir’s call center agents undergo specialized crisis communication and empathy training to ensure that, even under pressure, every interaction feels personal and supportive. This includes coaching in de-escalation techniques, active listening, and setting clear, realistic expectations.‌ ‌

C‌onstant Customer Contact‌ ‌

Throughout the event, we monitored call metrics in real-time, adjusting staffing and routing dynamically to meet demand while protecting service levels and morale, and keeping in regular communication with our customers.‌ ‌

• Quick staffing response: Tripled call-handling capacity within days through rapid-response teams and cross-trained staff.
• Consistent, high-quality service: Maintained service levels during both storms without disruption.
• Empathetic, professional support: Policyholder interactions executed with care, compassion, and clear communication.
• Proactive client collaboration: Regular reporting and real-time updates helped clients feel in control throughout the surge.
• Operational resilience: IVR strategy reduced unnecessary agent load, enabling focus on urgent claims.

Our collaboration with customers during this catastrophe also led to another key result: the development of the Covenir Call Surge Guarantee. This offering from Covenir is a first-of-its-kind commitment to operational resilience and customer care, backed by a 5-point quality plan and a financial rebate if we don’t deliver. It provides insurers the confidence that their policyholders will receive exceptional service, even when call volumes are unpredictable or extreme.

• Hurricanes Helene and Milton created an unexpected 300% surge in FNOL and claims-related calls.

• Covenir scaled call-handling capacity within days through proactive planning and cross-trained rapid-response agents.

• Smart IVR routing reduced agent load and focused resources on urgent claims.

• Specialized empathy and crisis training helped maintain policyholder trust during high-stress moments.

• Regular client communication and real-time reporting ensured operational transparency.

• Performance inspired the creation of the Call Surge Guarantee, a service-level commitment backed by a financial rebate if expectations aren’t met.

Q: How can outsourcing FNOL and claims support help insurers during a catastrophe?
A: Outsourcing FNOL and claims allows insurers to quickly scale operations, maintain service levels, and support policyholders with empathy during unpredictable volume surges. It ensures continuity without overburdening internal teams.

Q: Is outsourcing FNOL and claims services better than keeping them in-house?
A: It depends on the insurer’s size, internal resources, and surge capacity. Outsourcing offers flexibility, cost control, and access to trained professionals who can ramp up quickly, especially valuable during storms, CAT events, or unexpected spikes.

Q: What are the key criteria insurers should consider when selecting a claims outsourcing partner?
A: Look for vendors with:

• Catastrophe response experience

• Proven surge capacity

• Empathy training for agents

• Real-time reporting capabilities

• Regulatory compliance expertise

• Transparent service guarantees

Q: What is a Call Surge Guarantee?
A: Covenir’s Call Surge Guarantee is a contractual promise to maintain high-quality call center service during volume spikes. It includes a 5-point quality framework and offers a financial rebate if the commitment isn’t met. 

Q: Can outsourced call center agents deliver empathetic service during a crisis?
A: Yes. With proper crisis communication training, outsourced teams like Covenir’s can handle high-pressure, emotional conversations with professionalism, empathy, and clarity, just as effectively as in-house staff.

Q: What kind of ROI can insurers expect from outsourcing FNOL and claims?
A: Insurers typically gain operational agility, reduced staffing costs, better policyholder retention, and minimized reputational risk, all while maintaining service during spikes.