How Brokalia 10x-ed its insurance operations capacity with Xternus

The brokerage needed to optimise claims management in community insurance and streamline the integration of company references. As demand grew, it became clear that scaling operations was essential to maintain both efficiency and quality.

Initially, support was required for their claims team. However, continued growth quickly highlighted the need to expand operations without compromising service standards.

We responded with a flexible operating model, based on technological integration and the management of external teams, always aligned with Brokalia’s internal processes. The project started with two part-time claims handlers, ensuring efficiency and control from the outset.

The team’s strong performance allowed growth to three part-time claims handlers and, subsequently, an expansion of responsibilities to managing insurance quotes for communities. With this step, three full-time quoting specialists were added, thus consolidating a robust team adapted to the pace of the business.

With Xternus’ involvement, Brokalia not only managed to scale its operations but also achieved measurable productivity improvements. Thanks to this support, Brokalia increased its management capacity tenfold compared to the starting point.

Key achievements include a significant improvement in operational efficiency and the freeing up of time for teams to focus on higher-value tasks. Additionally, sustainable scaling was achieved without losing control over processes, along with a gradual adaptation of the internal team to new ways of working.

All of this translates into greater peace of mind and a clearer long-term vision, thanks to the strategic guidance provided. Furthermore, the strength of the implemented model has paved the way for Xternus to be considered in new strategic projects within the brokerage.