How quickly does a first notice of loss get filed?

The standard we work to is same business day, within whatever intake cutoff you set. Losses involving injuries, fire, active water damage or a vehicle out of service are filed immediately rather than batched. The filing confirmation and claim number land in the file the same day.

Will your CSR speak directly with my insureds and with the adjuster?

Yes, when that is how you want it set up. Most clients have the CSR handle routine insured updates and adjuster follow-up using an agency email signature and phone extension. Others prefer the CSR to draft the update and the account manager to send it.

Which carrier portals and agency systems will they work in?

Your own. Onboarding covers the carrier portals your book actually uses plus your agency management system, whether that is AMS360, Applied Epic, EZLynx, HawkSoft, NowCerts or QQCatalyst. Access is provisioned least-privilege by your administrator, and we never ask for credentials outside that process.

Insurance CSR BPO

Claims Support That Keeps Every File Moving

A dedicated CSR takes the loss report, files it with the carrier, and keeps the file moving until it closes.

Request a candidate Schedule a consultation

Insurance CSR BPO

Claims Assistance

FNOL intake, carrier filing, adjuster follow-up and insured status updates handled by a dedicated CSR

Take first notice of loss reports
Verify coverage in force before filing
File claims through carrier portals
Report losses by carrier claims line
Record claim numbers in the AMS

Overview

What a DeskPro claims assistance professional does

Claims assistance is the work between a client's loss and the carrier's decision: first notice of loss intake, correct filing, document collection, adjuster follow-up and insured updates. The DeskPro staffs that work with dedicated remote insurance CSRs for independent agencies, brokerages, MGAs and program administrators. Your producers stay on coverage conversations and new business.

Your CSR works inside your systems and under your process: your AMS, your carrier portals, your intake script, your escalation rules. We recruit, screen, train and manage the person; you own the workflow and provision least-privilege access through your own administrator. Work is covered by NDAs, and a DeskPro team lead reviews sampled files against your SOPs.

Works inside

AMS360Applied EpicEZLynxHawkSoftNowCertsQQCatalystSalesforceMicrosoft 365

Scope of work

Typical responsibilities

Take first notice of loss reports
Verify coverage in force before filing
File claims through carrier portals
Report losses by carrier claims line
Record claim numbers in the AMS
Confirm adjuster assignment and contact details
Collect photos, estimates and receipts
Request police, fire and medical reports
Follow up with adjusters on cadence
Send status updates to insureds
Maintain chronological claim activity logs
Attach claim documents to the policy file
Escalate coverage questions to the producer
Flag aging and stalled claim files

From Loss Report to Filed Claim, Same Day

Most claims go wrong in the first hour, not the last. An FNOL missing the loss date, the location, a readable description or a working callback number gets returned for clarification, and the file stalls.

Your CSR works from an intake script you approve, so the same fields get captured on a quiet Tuesday or in the middle of a hail event. If a carrier portal is down, the loss is reported by phone and the confirmation reference is logged.

Policy verified in force against the declarations page
Date, time, location and plain-language description of loss
Insured contact details and best callback window
Third parties, injuries, and police or fire report numbers
Photos, repair estimates and receipts requested at first contact
Claim number and adjuster assignment logged same day

Adjuster Follow-Up and Real Insured Updates

The complaint agencies hear after a loss is rarely about the settlement amount. It is that nobody called. Adjuster caseloads spike after storms, files sit unless someone keeps asking, and that asking is the work a dedicated CSR owns.

Your CSR runs the cadence you set, pushes the adjuster for a specific next step, and gives insureds a real update in your agency's voice. Payments, denials and coverage questions go to the producer the same day with a written summary attached.

Follow-up every two business days on open property files
Weekly checks once repairs are underway
Missing documents chased on both sides of the file
Chronological log of calls, emails, documents and status
Payments, denials and coverage questions escalated same day
Adjusting, damage evaluation and settlement stay with licensed staff

Why it works

What changes once the role is covered

The point is not to add a person. It is to give the workload a permanent owner.

Claims Stop Going Quiet

Someone owns the follow-up calendar on every open file and chases adjusters on a documented cadence.

Producers Back On Selling

Your revenue staff stops waiting on hold with claims departments and steps in only for coverage judgment.

A Defensible Claim Log

Contacts, documents and status changes are timestamped in the AMS, so any team member can pick up a file.

Capacity For Storm Surges

Claim volume after a weather event is never even, so documented SOPs and trained backups let you add hands.

Good fit

Who this service is built for

If more than one of these describes your operation, this is usually the first role worth outsourcing.

Agencies where producers are chasing adjusters between sales calls
Personal lines books with heavy property exposure and seasonal storm surges
Commercial agencies handling workers' comp, fleet and general liability claims
Teams whose claim notes live in email threads instead of the AMS
Agencies losing renewals because claim communication runs slow

Scope this role

Questions

Claims Assistance FAQs

Something not covered here? Ask us directly.

No. Our CSRs handle the support work around a claim: intake, filing, document collection, adjuster follow-up and status updates. Coverage determination, damage evaluation and settlement negotiation stay with the carrier's licensed adjusters and your licensed staff, and policy-language questions go to the assigned producer.

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Let's build your team

Ready to hand off claims assistance?

Tell us the workload, the systems and the hours. You interview the shortlist and decide who joins.

Prefer to talk now? +1 (717) 551-5566

Request a candidate Schedule a consultation

Claims Support That Keeps Every File Moving

What a DeskPro claims assistance professional does

Typical responsibilities

From Loss Report to Filed Claim, Same Day

Adjuster Follow-Up and Real Insured Updates

What changes once the role is covered

Claims Stop Going Quiet

Producers Back On Selling

A Defensible Claim Log

Capacity For Storm Surges

Who this service is built for

Claims Assistance FAQs

Can a DeskPro CSR adjust claims or tell my insured what is covered?

How quickly does a first notice of loss get filed?

Will your CSR speak directly with my insureds and with the adjuster?

Which carrier portals and agency systems will they work in?

Roles that pair well with this one

Personal Lines CSR

Commercial Lines CSR

Policy Servicing

Ready to hand off claims assistance?