LAS VEGAS, NV, OCT 14, 2025 — Covenir BPO, the leading provider of onshore business process outsourcing services for insurers, today announced a strategic partnership with Liberate, the leader in conversational voice AI for insurance, to launch Covenir IntellAgent, an AI-human hybrid solution for First Notice of Loss (FNOL) and claims intake powered by Liberate AI technology and Covenir’s onshore call-center expertise.

This partnership makes AI-driven claims management accessible and affordable for small and midsized insurers, delivering 24/7 policyholder support without the risks and uncertainty of large technology implementations.

“Covenir’s quest for innovation has always been guided by a simple principle: unlock more value for insurers while WOWing policyholders with exceptional service. This partnership does exactly that,” said David Squibb, President and CEO of Covenir. “By making AI claims management accessible without the uncertainty of complex technology projects, we’re giving insurers a cost-effective way to deliver empathetic, 24/7 FNOL and call center support. It’s about ensuring policyholders feel cared for at the moments they need us most, combining the best of AI efficiency with the human touch that defines Covenir's service.”

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A Changing Market

The launch of IntellAgent comes at a time of significant change for the insurance industry. Insurers are facing:

• Budget Pressures: Rising claims costs and economic headwinds are forcing carriers to deliver more with fewer resources.
• AI Expectations: According to Deloitte, 82% of carriers plan to adopt AI within three years, creating pressure to act quickly and avoid falling behind.
• Service Demands: Policyholders expect 24/7 availability, multilingual support, and empathetic service even during surges.
• Brand Reputation Concerns, as one poor claims experience can lead to lost policyholders and negative reviews.
• BPO Vendors Lagging Behind in AI innovation as insurers clamor for changes in how work gets done, not just cheap labor

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Complementary Solutions

Covenir and Liberate are addressing these pressures head-on, combining Liberate’s insurance-tailored conversational AI technology with Covenir’s decades of empathetic insurance service expertise. 

How it works:

• The AI agent answers the phone and engages the claimant in a humanlike conversation to dynamically gather claim information. This is not a script – it’s agile, intelligent dialogue.
• Voice AI is multilingual so callers can provide information in their preferred language.
• While Voice AI typically completes 60% of FNOL calls autonomously, it can facilitate warm transfers to human claim professionals as needed.

The result is a seamless hybrid workflow and scalable AI on-ramp for insurers who strive to balance cost, innovation, and exceptional policyholder experiences. 

“This partnership further reinforces Liberate's mission to power industry-leading customer experience for insurers, while simultaneously increasing intake efficiency and reducing operating costs,” said Amrish Singh, CEO and co-founder of Liberate. “Together, we’re making AI-driven solutions accessible for insurers of all sizes, while delivering a fast, intuitive and satisfying experience for insureds. We’re proud to collaborate with Covenir – a partner that is so well trusted and respected by the insurance industry.”

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Building On Innovation

In addition to IntellAgent, Covenir is also adding Covenir Agent Coach, powered by Balto, to its tech stack. This real-time AI coaching and QA solution gives call center agents in-the-moment guidance, ensuring consistency, compliance, and empathy across every customer interaction.

This announcement follows a series of industry-first launches by Covenir, including its Call Surge Guarantee, IntelliClaims Advantage, and IntelliMail Advantage, further extending the company’s reputation as the innovation leader in BPO services for insurers. 

To learn more, visit www.covenirbpo.com/ai-services.

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About Covenir 

CovenirBPO is the leading provider of onshore business process outsourcing solutions for carriers, MGAs, and Insurtechs. With services spanning FNOL, claims, call centers, print and distribution, and back-office support, Covenir is dedicated to helping insurers WOW policyholders through empathetic, cost-efficient, and compliant service. For more information, visit www.covenirbpo.com.

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About Liberate Innovations Inc.

Liberate Voice AI, Email AI, SMS AI and Digital Intake have revolutionized the insurance industry by seamlessly answering phone calls, emails, SMS and digital interactions - collecting quote information, receiving FNOLs and servicing customer requests in an empathetic, humanlike manner. Liberate's affordable and customizable AI solutions typically deploy in weeks with almost no integration overhead and have been proven to overcome labor challenges while enhancing policyholder service levels for retail agencies, MGAs and carriers. For more information, visit https://www.liberateinc.com/.

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Media Contacts:

Shanda Boyett
Covenir Head of Marketing
shanda.boyett@covenirbpo.com
916.215.7307

Noah Mandel
Liberate Vice President of Enterprise Solutions
noah.mandel@liberateinc.com
916.215.7307

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