A premium is due. A document is missing. A claim has been in progress for two weeks. In each case, the policyholder just wants an answer they can understand. Radical Minds runs insurance customer support, with clear responsibilities agreed for every part of the service.
Our teams can take on policy enquiries, renewal reminders, claims intimation and status follow-ups, all within your approved process. You can start with 20 seats. We'll plan the channels, languages, product training and escalation paths around whatever you decide to outsource.
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Customers often just want to know what's on their policy and how to raise a request. Agents explain that using your approved wording. Anything that sounds like advice, or needs an approval, goes to your authorised specialists.
Reminders go out on your renewal calendar, and only to customers you have permission to contact. Agents explain the next steps you've approved, note how each customer responds and record any follow-up.
When someone needs to make a claim, agents walk them through your intimation process, tell them which documents to send and share whatever status is available. Assessing, settling and deciding cover stays with your insurer teams.
Giving information and following up is one thing. Advice, underwriting and claims decisions are another, and the support model keeps them apart.
Share your policy servicing, renewal and claims contact needs, and we'll come back with a custom team plan.
Training is built around your policy wording, service procedures, approved scripts and escalation rules. Quality checks then look at two things: did the customer get an accurate explanation, and do they know what happens next? We also set clear limits on what agents can say and which questions belong with an authorised specialist.
Every concern gets logged, along with what's been done and what's still unanswered. Grievances and exceptions go to the owner you name, and agents only tell customers what the case status actually shows. With proper records, any team can pick up where the last one left off.
Before going live, policyholder support needs approved explanations in place and a clear route to your insurer specialists.
Here's how we set up the servicing scope, training and launch.
We start by going through your policy servicing, renewal and claims contact processes. Then we work out what agents can explain, what information they need, and which calls on advice, underwriting, cover or settlement must go to an authorised specialist.
Next, the team learns your approved policy wording, servicing steps and escalation guidance. Before any customer conversations begin, we agree how renewal contact will work, which languages you need and the quality standards to meet.
We check access to policy records, case management tools and channels. Then we agree the launch checks: can agents identify the request, share the right status and pass on exceptions without hinting at an approval or cover decision?
After launch, we keep reviewing service measures, open actions and how well things are being explained. Renewal follow-ups, claims contact problems and grievances are looked at with your insurer owners, so the guidance keeps matching what customers really need.