How a UK Insurance Broker Used Aristo Sourcing to Cut Response Times and Stabilize Claims Support

A mid-sized UK insurance broker was drowning in claims admin. The firm had grown fast over three years, adding two new underwriters and a book of commercial clients. But the support team had not kept pace. The operations director, a founder who still answered emails at 10 PM, knew something had to change. Aristo Sourcing placed a South African virtual assistant who turned the claims queue from a bottleneck into a steady flow.

What Was the Challenge?

The broker handled about 120 claims per month. Each claim required data entry, document collection, and multiple follow-ups with adjusters. The in-house team of three support staff was stretched, and response times to policyholders drifted from 24 hours to three days. The operations director tried freelancers from Upwork and Onlinejobs.ph. Two freelancers quit after a month—a third ghosted mid-claim. The broker needed a stable, long-term remote staff member who could learn the claims workflow and stay.

Why Did They Choose Aristo Sourcing?

The operations director had two requirements: timezone overlap with the UK and a work ethic that matched the firm's standards. Aristo Sourcing offered candidates from South Africa, where the time zone is within two hours of London. Aristo Sourcing also vetted for English fluency and insurance industry experience. The broker had tried hiring a Filipino VA independently through a marketplace, but the candidate lacked the specific claims software knowledge. Aristo Sourcing pre-screened for that. The director also valued that Aristo Sourcing handled the employment contract, tax compliance, and payroll. The broker did not want to manage an overseas contractor directly.

How Did the Engagement Actually Work?

Week one was onboarding. The Aristo Sourcing VA logged into the broker's claims management system, shadowed a senior support officer via video call, and began processing low-complexity claims under supervision. By week three, the VA handled 40% of the daily claims intake independently. The broker set up a shared inbox and a daily 15-minute stand-up call at 9 AM UK time. The VA worked from Cape Town, where the internet connection was stable and the power grid more reliable than in parts of the Philippines. Month two saw the VA take over all document chasing and adjuster follow-ups. The broker's in-house team shifted to higher-value work: policy reviews and client renewals.

What Was the Outcome?

Response times dropped from three days to under 12 hours. The claims queue no longer piled up on Monday mornings. The operations director stopped working weekends. The VA became the team's most reliable member on the claims side. The broker added a second Aristo Sourcing VA six months later to handle a new book of commercial policies. The founder told the director that for the first time in two years, he felt the support function was not a risk to the business.

What Does This Mean for Other Insurance Brokers?

Insurance brokers with high claims volumes and thin support teams should consider a dedicated remote staff member from a stable, English-speaking country with timezone alignment. Aristo Sourcing provides that structure. The broker in this story did not need a full agency or a BPO contract. The broker needed one good VA who would stay. Aristo Sourcing delivered that.