24-Hour Call Centre
ClaimsPro offers Emergency Claim Services (ECS) for insurers, brokers, and corporate organizations that require service support during after-hours and emergency situations (including CAT events). Our in-house call centre service is provided 24 hours a day, 7 days a week, 365 days a year.
As a service support centre, ECS is operated by customer service representatives (CSRs) who are available to look after your customers when you’re not there or when you’re experiencing a higher-than-normal volume of calls. Our claims call centre provides professional intake services in both French and English.
As the industry leader, ClaimsPro has the resources and expertise to provide additional service on short notice, whenever and wherever our clients need it.
CAT Response Services
Severe weather systems and natural catastrophes often lead to a higher-than-normal volume of calls from your customers. Moreover, these calls often take place after regular business hours. ClaimsPro’s emergency call centre provides CAT Response Services to help insurers, corporate organizations, and brokers manage the influx of calls and respond as quickly as possible.
During a CAT situation, ECS will control phone activity through a centralized unit, filtering calls and determining which require immediate attention. Our call centre team offers enhanced services by setting up the claim file and assigning local Adjusters to the loss location for immediate handling, as required.
ClaimsPro’s Catastrophe Response (CAT) Team also provides comprehensive and efficient field coverage locally and provincially across Canada should a catastrophic or high-volume event occur.
ClaimsPro Advantage
Full North American Coverage
While ClaimsPro’s call centre is a centralized team of specialists, they leverage networks of site inspection professionals and field Adjusters across Canada and in the U.S. (thanks to our partnership with an American provider). This improves response time and helps mitigate the risk of further losses.
Fully Bilingual Services
Customers contacting you through our call centre receive service in both French and English, providing a positive customer experience and helping you maintain your positive brand reputation.
Exceptional Service Standards
With monitored calls and weekly performance audits, we rigorously measure our performance against your handling standards. You’ll receive regular reports of call activity and of our performance so you can feel confident that your customers are being looked after even when you’re not there.
Tailored Solutions
Whether you require a national after-hours line or a broker-driven specialty program, we can tailor our claims call centre services to your particular needs. We'll provide a dedicated, branded, national or multi-national toll-free number and email address for you to publish and distribute as if it were your very own. We'll greet your callers the way you want them greeted and ask them the questions that you want asked. Summarized Call Reports are generated from every call we receive and our leading-edge call centre software triages and distributes them back to your organization, to the people and places you specify.