Case Study: Leading Insurance Company scales licensed P&C support across 19 states with TTEC

Leading Insurance Company - Customer Case Study

Leading Insurance Company partnered with TTEC to expand its licensed property and casualty (P&C) support team across multiple states. Facing rapid growth, rising rates, and limited internal capacity to recruit and train new associates, the company needed 375 licensed representatives in under six months who could serve members across 19 states while delivering strong customer experiences.

TTEC solved this by recruiting both licensed and high-potential unlicensed candidates, using pre-licensing assessments to evaluate exam readiness, sales acumen, and problem-solving ability. TTEC then delivered interactive, role-play-based training focused on the client’s culture, mission, and member interactions. In less than four months, TTEC hired and trained 375 licensed representatives; 96% reached the highest CSAT level within 45 days of training, and the client expanded support to 29 additional states while shifting nearly 50% of previously internal call volume to TTEC.