Claims, underwriting support and policy administration, staffed in-country under your process and your compliance requirements.
Claims volume moves in surges. Headcount does not
Hiring locally for peak load means carrying that cost through the quiet months, and every vacancy lands on the people who stayed. Connext builds a dedicated team in-country: recruited for your process, employed under local law, and managed alongside your own supervisors.
Average cost reduction across client accounts
Work retention
Client retention rate
Clients served
With measurable thresholds and financial consequences not as targets in a proposal.
Service levels to agree
≥98%
Claims processing accuracy
Below that rate you are into compliance failures, delayed settlements and bad-faith exposure.
≤24h
To first response on FNOL
Missed first-notice targets track with measurable drops in customer NPS and renewal rates.
≤48h
To resolve an escalation
Slow escalation handling is the single biggest driver of claim disputes and litigation risk.
≤72h
To notify a security incident
Required by GDPR Article 33, the HIPAA Breach Notification Rule and most US state privacy laws.
100%
Compliance adherence
Anything below 100% is a regulatory liability, not a performance gap. There is no acceptable margin.
✓
Weekly dashboards, monthly audits
Anything less than weekly visibility means problems compound before you can step in.
Accountability for claims decisions stays with the carrier, whoever handles the file.
Regulators hold you to that regardless of who does the work, and it has to be shown with evidence the authority matrix, the audit records, the sampling results not assumed from a vendor's reputation. These belong in the agreement before launch, not added after something goes wrong.
Written down before the first file lands: what the offshore team decides on its own and what comes back to you, broken out by claim complexity and reserve level. Without it you get either constant escalations or overreach.
The points where your sign-off is required however skilled the adjuster: reserve increases past a set amount, litigation, coverage denials, fraud indicators, regulatory complaints.
Specific terms, not a clause saying you may audit. End to end: whether controls are designed correctly, operating effectively, and able to support detection, response and recovery.
A balanced scorecard rather than a cycle-time dashboard. Reopen rate, reserve accuracy and litigation rate alongside closure speed — measuring only speed rewards rushed investigations.
A path separate from routine correspondence, covering complaints that arrive through our channels too. Defined reporting timeframes, and one central record whoever handled the claim.
Role-based and aligned to the authority matrix. Data residency, retention and deletion in writing, no secondary use of the data, and access logs showing who opened or changed each file.
A defined method, not informal file picking. Sample sizes set by volume and severity, extra weight on near-threshold claims and newer adjusters, one scoring rubric across every reviewer.
Tiers with specific triggers, named contacts with backups, and response times. Telling a team to notify you promptly falls apart exactly when it matters.
Recovery time objectives for claims functions, contingency for system outages and key-staff turnover, and your own exit plan on your side.
Filter by function, or search for the role you need
Filters
Clear allReviews submitted claims, verifies the detail, checks coverage against policy terms and processes payment. Chases providers and policyholders for whatever is missing.
Find out more →Runs a policy from setup to issue, then handles changes, renewals and the notices that go out with them.
Find out more →First contact for policyholders on claim status, premium payments and coverage questions, by phone and in writing.
Find out more →Works through application volume: assesses risk, prepares each file for a decision, and keeps turnaround steady when submissions spike.
Find out more →Keys policy details, claims data and customer records into your systems, to the accuracy standard you set.
Find out more →Audits completed work against your checklists, records where errors cluster and reports what is causing them.
Find out more →Document management, file organization, record keeping and the recurring reports the rest of the team depends on.
Find out more →Runs the day to day: workload allocation, escalations, and the numbers you review each week.
Find out more →Maps your workflow before the team starts, then keeps the written process current as it changes.
Find out more →No roles match your filters yet. Try clearing them or searching for another term.
Outsourcing claims is not right for every carrier.
Below that, the overhead of vendor management, transition and oversight tends to cost more than it saves. An internal team or a part-time specialist is usually more efficient at that scale.
If you operate in a single state or country with embedded regulatory nuance — some workers’ comp or state-specific lines — bringing an offshore team up to that level of fluency can cost more than the benefit.
Outsourcing during an integration or a core system migration adds a third moving piece to a process that already has two. Settle the internal environment first, then evaluate vendors against a known baseline.
For premium insurers and white-glove networks the claims experience is the brand. If that is you, move the adjacent work — intake, documentation, follow-up — and keep adjudication and customer contact in-house.
A vendor that tells you when not to hire them is a vendor worth talking to.
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