Case Study: Top Five National Insurance Company achieves flexible 40–65% surge capacity and maintains SLAs with Liveops

Meeting Customer Needs During Unplanned Natural Disasters for a Top Five National Insurance Company

A top-five national property and casualty insurer faced sudden, severe spikes in claims calls during unplanned natural disasters (e.g., 2010 ice storms, Hurricane Sandy), overwhelming its brick-and-mortar contact centers. Hiring or relocating staff wasn’t feasible on short notice, and callers were often frantic and highly emotional, making rapid, empathetic response critical to protecting the company’s reputation.

Liveops’ VirtualFlex platform delivered a distributed network of certified, home‑based independent agents who use Right-Time scheduling to scale quickly and empathetically when disasters strike. The program flexed capacity 40–65% during CAT events while maintaining SLAs—helping nearly 50,000 customers after Sandy, answering 89% of calls within 20 seconds during Ida with 73% agent participation—and now supports both auto and property FNOL as an integrated extension of the client’s operations.