Insurance customer service representatives answer questions and resolve problems. When a customer calls and has an issue that needs to be handled, a representative will usually open the customer’s file in the company’s computer system. Insurance customer service representatives use this information to solve problems and may also make changes to customer accounts, such as to update an address on file or cancel an order.

Insurance customer service representatives also have access to responses for the most commonly asked questions and to specific guidelines for dealing with requests or complaints.

Many insurance customer service representatives answer incoming calls in telephone call centers, which are increasingly called customer contact centers. Others interact with customers face-to-face or by email, live chat, or other methods. Some workers specialize in a particular mode of communication, such as voice, email, or chat, but others communicate with customers through more than one contact channel. For example, voice agents, who primarily deal with customers over the phone, may respond to email questions when there is downtime between calls.