Business Details
Emergency
services
Trusted P&C Insurance Operations Support
Cx Insurance Services provides specialized U.S.-based operations support to Property & Casualty (P&C) insurers, leveraging decades of industry expertise to address operational gaps, talent shortages, and capacity constraints. Our team comprises former P&C carrier executives with over 75 years of combined experience in underwriting, claims, sales, and service. We deliver scalable, cost-effective solutions tailored to insurers' existing platforms, enabling clients to focus on strategic growth while we handle day-to-day operations.Our proprietary blend of digital automation, licensed services, and analytics has driven measurable results for insurers ranging from $100 million to $18 billion in direct written premium. With dedicated teams per client and a commitment to actuarial-grade quality control, we combine technical proficiency with deep industry knowledge to enhance customer experience and operational efficiency.
Services
Policy Administration
Underwriting Support
Contact Center Services
Licensed Sales Support
Claims Processing
InsurTech Back Office
Project-Based Services
Highlights and features
- We offer 100% U.S.-based P&C insurance operations support with 75+ years of executive leadership experience.
- Our proprietary customer experience analytics drive 3-4% average policy retention increases for clients.
- We provide scalable, variable-cost solutions without compromising quality or data security.
- Our dedicated client teams maintain ISO-certified quality control and actuarial-grade precision.
- We combine platform-agnostic technology expertise with deep class-of-business specialization.
Associations and certifications
- ISO 9001:2000
- SSAE-16 SOC II Type 2
What people say
3-4% policy retention increase
Cost-effective operations support
Dedicated client teams
Catastrophe scenario readiness
Actuarial analytics expertise
Services
Policy Administration
Cx Insurance Services delivers full lifecycle policy administration across new business, renewals, and endorsements using clients' existing systems. Our data-driven quality control ensures compliance while maintaining industry-leading SLAs. We proactively resolve agent and policyholder issues through experienced teams familiar with P&C lines of business. Services include exception processing, document management, and acquisition support while maintaining customizable SLAs ranging from 1-7 days based on transaction type.
Underwriting Support
Our seasoned P&C underwriters provide turn-key or task-specific support for risk evaluation and policy decisions. We facilitate straight-through processing or comprehensive underwriter review while maintaining compliance with client guidelines. Services include field inspection liaison, book-of-business audits, and renewal re-underwriting. Our expertise spans personal and commercial lines, supported by proprietary agent experience methodologies and actuarial analytics.
Contact Center Services
Cx Insurance Services operates ISO-certified contact centers with P&C-licensed representatives handling inbound and outbound communications. Our 100% U.S.-based teams utilize real-time speech analytics and multichannel workflow tools. We maintain 90-99% call answer rates within 20-60 seconds while supporting catastrophe scenarios through rapid scaling. Services integrate with Salesforce and include mobile applications, automated monitoring, and compliance recording.
Claims Processing
We provide end-to-end claims support from first notice of loss to resolution, operating on cloud-based or client platforms. Our teams handle claim entry, vendor coordination, and policyholder communications while implementing satisfaction modeling across 15+ metrics. Services include FNOL triage, adjuster assignment, and CAT scenario scaling. We maintain business continuity through geographically redundant centers and ISO-certified quality programs.
Project-Based Services
Cx Insurance Services delivers project-based solutions for customer experience improvement, operations optimization, and technology implementation. Our team combines Big-4 consulting expertise with hands-on P&C experience to execute strategic roadmaps. Services include net promoter score programs, workflow automation, and organizational restructuring. We specialize in simultaneous customer, operations, and technology initiatives while maintaining variable cost structures for maximum flexibility.
People
Joseph Richard Serrano
President
22-year P&C insurance executive with Fortune 500 transformation experience at Deloitte and PwC. Led operations at major carriers and specializes in digital experience strategy and customer analytics.
Tonya Rene Cruise
Chief Operating Officer
26-year operational leader with catastrophe response expertise managing hurricane recovery programs. Oversees policy administration and underwriting operations with specialization in commercial lines and service delivery optimization.
Sean Patrick Bates
Chief Technology Officer
27-year IT leader with global data center expertise. Focuses on aligning technology strategy with business objectives and optimizing systems performance for insurance operations and security oversight.
Questions
What types of insurance companies does CXIS support?
We serve P&C insurers ranging from $100M to $18B in direct written premium across personal and commercial lines, including specialty InsurTech ventures.
How does CXIS improve policy retention?
Our proprietary analytics combine customer experience data with pricing and product insights to identify retention drivers, delivering 2-6% documented improvements in case studies.
Can CXIS handle catastrophe scenarios?
Yes, our contact centers and claims teams scale rapidly for CAT events with specialized expertise in hurricane, flood, and hail claim processing.
Do you work with our existing technology platforms?
We specialize in platform-agnostic support, operating on clients' existing systems without requiring technology changes or additional infrastructure investments.
What quality assurance measures are in place?
Our ISO 9001-certified processes include statistical quality control, real-time speech analytics, and SSAE-16 SOC II Type 2 compliant operations with business continuity protections.
