Insurance Call Centre Support
At Ant, we provide FCA-compliant, empathy-led contact centre support for the insurance sector. From quotes and onboarding to renewals and claims, we deliver trusted, scalable solutions that help insurers, brokers, and partners give customers the care and confidence they expect.
Trusted Contact Centre Support for Policyholders, Claimants and Partners
In insurance, trust isn't a nice-to-have - it's everything. Whether it's a new quote, a policy review, or a sensitive cancellation call, how you handle customer contact defines your brand. At Ant, we specialise in regulated, high-empathy contact centre support for the insurance sector - helping providers deliver service that's not just compliant, but consistently outstanding. Our operations are fully FCA-compliant, giving you the reassurance that every customer conversation meets the regulatory standards your business depends on.
From onboarding to renewal, mid-term adjustments to outbound B2B campaigns, we provide flexible, scalable support across the entire customer journey.
Policyholder Experience, Done Properly
We work with insurers, brokers, and third-party administrators to support customers at every stage of the policy lifecycle - and with partners to drive B2B outcomes. Our teams are trained to navigate sensitive topics with empathy, handle personal data securely, and ensure every interaction reflects your brand values.
Our insurance services include:
✔︎ Quote line support - new business handling and lead qualification
✔︎ Hot key transfers - seamless live handovers from digital quote journeys or internal teams to our FCA-trained agents
✔︎ Abandoned basket recovery - proactive outreach to re-engage prospects who drop out before completing a quote or purchase
✔︎ Policyholder onboarding - welcome calls, document clarification, first payment support
✔︎ Mid-term adjustments - amendments, upgrades, cross-sells
✔︎ Renewals and retention - outbound and inbound renewal support
✔︎ Broker and partner line support - network coordination, training follow-ups
✔︎ Renewal date capture - structured B2B campaigns to secure leads and set appointments
✔︎ Out-of-hours and overflow cover - seamless support for peak periods
All of our services are available as part of a fully branded, FCA-aware model - with agents trained to handle regulated conversations with care and control.
Case Study: Supporting a Mid-Sized Insurer with Claims Demand
A UK-based motor and home insurer approached Ant to help improve its inbound claims experience. Their in-house team was struggling to keep up with peak volumes, causing delays, complaints, and poor Trustpilot scores.
We designed a dedicated support team trained in FCA compliance, empathy-led communication, and process triage. By handling first-line customer contact, clarifying documentation, and routing enquiries effectively, we eased pressure on the insurer’s core claims team.
Within weeks, we reduced average wait times by 65%, improved first contact resolution by 42%, and helped the client boost their customer satisfaction rating by over 20 points.
Outcome: smoother claims handling, happier customers, and a stronger brand reputation - all delivered without adding internal headcount.
Ant helped us keep control of a situation that could have easily spiralled - their calm, fast response was exceptional.
Client Feedback
★★★★★
Why Insurers Work with Ant
✔︎ UK-based, FCA-aware contact centre teams
✔︎ Experience across motor, home, life, health and pet insurance
✔︎ Proven ability to generate B2B leads and appointments
✔︎ Deep understanding of regulatory obligations and sensitive data handling
✔︎ Scalable support models - from dedicated teams to overflow and seasonal cover
✔︎ Multilingual support and flexible channel coverage (voice, email, live chat)
✔︎ Transparent performance tracking and MI reporting
✔︎ Proven ability to improve NPS, retention and resolution rates
Calm, Compliant, Human
At Ant, we don't just read scripts - we build relationships. Our agents are trained in empathy-first communication, with the operational rigour needed to meet your compliance standards. Whether we’re handling a renewal, a cancellation, or setting up an appointment, we represent your brand with the care and confidence your customers expect.
Looking for a contact centre partner who understands insurance?
Let's talk - we're ready when you are.
Insurance Call Centre Support
Frequently Asked Questions
FAQs On Our Insurance Sector Support
What types of outsourced insurance contact centre services does Ant provide?
We offer UK-based, FCA-compliant outsourced contact centre solutions for the insurance sector. Our services cover the full policy lifecycle, including quote line support, policyholder onboarding, renewals and retention, mid-term adjustments, cancellation handling, and B2B campaigns such as renewal date capture and appointment setting.
Are Ant’s insurance contact centre teams FCA compliant?
Yes. All of our agents are trained in FCA compliance and data security, ensuring every insurance customer interaction meets regulatory standards. We specialise in handling sensitive conversations with empathy while protecting customer data and maintaining your brand reputation.
Why outsource insurance call handling to Ant?
Outsourcing your insurance contact centre to Ant provides scalable support without increasing internal headcount. Our FCA-aware teams help reduce wait times, improve customer satisfaction scores, strengthen retention, and generate new leads through targeted B2B campaigns - giving insurers and brokers a cost-effective way to grow while staying compliant.
To discuss our effective sales and marketing solutions, please request a call back and we can book you in for a FREE consultation today.
