ScienceSoft Global
Help Desk Services for Insurance Companies
With 18 years in help desk services and 13 years in insurance IT, ScienceSoft provides 24/7, multilingual support to customers, partners, and employees of insurance firms. We empower insurers to strengthen IT stability, improve workforce productivity, and deliver superior customer journeys, despite limited budgets, complex regulatory demands, and the growing need for omnichannel support.
Help desk for insurance companies is a service that requires IT expertise as well as knowledge of insurance operations and sectoral regulations. Specially trained insurance help desk agents can support the IT needs of:
- Staff: underwriters, claims adjusters, actuaries, sales representatives.
- External partners: brokers, agents, reinsurers.
- Policyholders, who get support through customer service lines or portals (white-label help desk).
Multi-Tiered Help Desk Services for Insurance Companies
Tier 1 (L1): Frontline support and basic troubleshooting
- Managing user onboarding and offboarding.
- Managing operating systems and applications (installing, configuring user-level preferences, updating, troubleshooting, and uninstalling).
- Guiding users on how to navigate and customize their digital workplaces.
- Managing software licenses and addressing activation errors.
- Resolving access issues (e.g., unlocking accounts, recovering MFA).
- Resolving and advising how to avoid common error causes (e.g., stale browser autofill, wrong policy search filters).
- Solving basic issues with headsets, microphones, printers, and other hardware.
- Performing baseline network fixes (e.g., diagnosing and restoring VPN, Wi-Fi, or VDI connection).
- Upkeeping self-service resources and the IT knowledge base.
- Capturing issue details and routing complex tasks to Level 2.
AI agent (optional add-on)
Agentic AI is becoming standard in frontline support: Gartner expects it to autonomously resolve ~80% of common service issues by 2029 and cut costs by ~30%. To augment the human help desk, ScienceSoft can add an AI agent as a first-contact channel with the following features:
- Quick launch: the AI agent can be set up with our ready-to-use KB, which is optimized for AI search and multiple languages.
- Policy-aware: follows your support rules and policies.
- Human-like: understands phrasing variations, typos, and multiple languages.
- Near-instant L1 resolution: answers common requests (e.g., password reset guidance) in chat or voice in real time.
- Ticketing integration: routes more complex issues and requests to humans.
Tier 2 (L2): Application configuration and integration support
- Configuring enterprise and core insurance platforms (e.g., adjusting claims validation rules, billing plan settings, and document templates).
- Tuning role-based access on the application level (e.g., modifying feature flags, page visibility, and role permissions).
- Troubleshooting cross-app issues and integrations with payment, document, email, and other systems.
- Repairing indexing rules in document management systems, so documents are searchable by policy, claim, or customer.
- Collecting evidence and preparing a hand-off summary for Level 3 if the problem appears to be a deeper defect that requires code changes.
Tier 3 (L3): Code changes, infrastructure management, and software vendor coordination
- Applying code changes to fix software defects or update product logic.
- Correcting problems at scale using scripts, e.g., to fix insurance policies in bulk.
- Improving system performance and reliability, e.g., by optimizing database queries and high-volume rating jobs.
- Managing vendor escalations and patches when the issue is a third-party software bug.
- Refactoring or repairing integrations (APIs, webhooks), e.g., between underwriting systems and risk data sources.
- Updating mappings in EDI (Electronic Data Interchange), e.g., when partners change file formats.
- Orchestrating migrations to new software or platforms.
- Optimizing cloud costs and performance and automating infrastructure deployments.
- L3 documents fixes (e.g., in KB articles, runbooks, or release notes) and shares problem-solving techniques with L2/L1.
Our goal is a first-contact fix — not first-line hand-off
We train our L1 agents on the specifics of core insurance workflows, software solutions, and sectoral regulations. This approach, combined with a strong IT foundation shared by all our engineers, maximizes first-contact resolution and reduces reliance on scripts. As a result, we maintain an average SLA compliance of 99% across response and resolution metrics. If an issue cannot be resolved at Level 1, agents escalate it to L2/L3 with full context and diagnostic history to avoid re-triage.
Every support interaction follows verified procedures for identity checks and ISO 27001 and HIPAA-aligned practices to protect PII, PHI (for health insurers), and other sensitive data.
Insurance Software Solutions ScienceSoft Supports
Why Insurance Companies Choose ScienceSoft as an IT Partner
- Since 2007 in help desk services.
- Since 2008 in ITIL-compliant ITSM.
- Since 2012 in software engineering, automation, IT infrastructure management, and other IT services for the insurance industry.
- Over 4,200 projects successfully carried out in 80+ countries across the Americas, Europe, the Gulf Cooperation Council (GCC), Asia, and Oceania.
- Insurance IT portfolio with large-scale projects for Fortune 500 companies.
- Multilingual support: English, Spanish, German, French, Polish, Turkish, Czech, and other languages.
- Flexible time coverage: 24/7, 12/5, 12/7, 8/5, after-hours support, or mixed schedules.
- In-house compliance experts with 5–20 years of experience to support compliance with key standards and regulations, including ISO/IEC 27001, PCI DSS, NAIC Model 668, CCPA, NYDFS, HIPAA, GLBA; GDPR and DORA (EU); PDPL, SAMA, and Insurance Authority (GCC).
Flexible Engagement Models for Insurance Help Desk
Full Outsourcing: Managed Help Desk
- ScienceSoft takes full ownership of IT support processes and outcomes, which reduces costs and reliance on in-house staff.
- You can focus on your core business workflows while maintaining complete visibility through our regular ITSM reports.
Co-Sourcing: Dual Ownership
- ScienceSoft’s team collaborates with your internal staff or other IT vendors and shares responsibility for the outcomes.
- You leverage ScienceSoft’s resource pool and technical skills while retaining direct control over the IT processes.
What Our Clients Say
BPC had to outsource a Tier 2–3 support team. ScienceSoft has been filling this role for over a year, and their work has made all the difference for our IT operations. They are true engineers who think long term and propose strategic decisions instead of micro-fixes, and, what is equally important, they carry them out as planned.
With their assistance, we optimized a significant part of our IT infrastructure and reduced the share of manual work.
Partnering with ScienceSoft for our software maintenance and evolution initiative has been an excellent experience. Over the past 18 months, their team has transformed our underwriting platform into a well-oiled machine. <...> Their communication was exemplary; unlike our previous experiences with outsourcing, we never had to chase them for updates, and they were always prompt in responding to our queries.
Our clients in healthcare rely on Qventive for the support and administration of essential software solutions such as EHR and practice management systems. Timely assistance and resolution are imperative in this field, so when we were faced with a large influx of support requests, having ScienceSoft step in for 24/7 help desk was a lifesaver. Their team quickly adapted to our processes and understood our clients’ expectations from the start.
We appreciate their proactive communication and commitment to quality.
Benchmarked and Tracked Help Desk Outcomes
As a quality-driven, ISO 9001-certified vendor, we bring measurable outcomes for our clients in insurance: ≥97% CSAT, 15s first response (calls), ≤1h MTTR for critical issues. By reaching these thresholds, ScienceSoft's help desk teams consistently outperform average “good” industry benchmarks.
Four Ways We Drive Measurable Impact With Mature Help Desk Practices
ScienceSoft clearly defines support tiers, request categories, and exit terms to prevent any ambiguity. We adjust standard clauses to match your requirements and avoid the “one-size-fits-all” approach.
Quick onboarding
Regular trainings in both IT and insurance, a structured transition process, and ready-to-use runbooks, checklists, and escalation matrix — all this combined allows our engineers to begin processing tickets as soon as possible, often within two weeks.
We use client and user feedback and incident data to inform preventive measures, resulting in fewer tickets over time. Our engineers run issue root-cause analyses, automate routine tasks, and maintain a centralized IT knowledge base to increase ITSM efficiency.
We analyze cloud resource usage, pinpoint overspend, and recommend optimal setups to save cloud costs without risking infrastructure stability. Using discounted instance types (e.g., reserved or spot) can deliver up to 90% infrastructure cost savings.
Help Desk Pricing: Drivers and Savings Opportunities
Help desk tiers, complexity of the supported apps and infrastructure, monthly ticket volume, and coverage hours are among the key factors that influence the help desk pricing. For reference, the cost of an L1 ticket at ScienceSoft typically ranges from $6 to $14, based on the package and exact terms.
Let Us Calculate a Help Desk Price for Your Case
Please answer a few simple questions about your help desk needs. This will help our team estimate the cost for your unique case much quicker.
Thank you for your request!
We will analyze your case and get back to you within a business day to share a ballpark estimate.
In the meantime, would you like to learn more about ScienceSoft?
- 18 years in IT support: check what we do.
- 4,200+ successful projects: explore our portfolio.
- 1,400+ incredible clients: read what they say.
Here are the cost savings reported by ScienceSoft’s clients in finance:
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40% lower L1 support costs compared to in-house IT staffing (check the interview with ScienceSoft’s lead insurance IT consultant for more insights). |
30–45% savings through automating infrastructure and app monitoring, backup and recovery, and storage provisioning. |
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10%+ lower IT management costs due to outsourcing IT infrastructure tasks (check the project). |
$4–32 savings on each software license thanks to proactive license plan usage analysis and optimization. |
Tools and Technologies We Work With
Ticketing systems
Monitoring tools
Platforms
Remote collaboration
Connection
Communication
DevOps
Containerization
Automation
CI/CD tools
Monitoring
Clouds
Back-end programming languages
Front-end programming languages
Languages
JavaScript frameworks
Mobile
Databases / data storages
SQL
NoSQL
Cloud databases, warehouses, and storage
AWS
Azure
Google Cloud Platform
Other
