out-of-hours support
Out-of-Hours Support, so the claims line never really closes
Overflow and outside-office cover that picks up exactly where your daytime team leaves off, so no customer is left waiting until morning.
Cover for the calls that don't wait for office hours
Whether it's overflow during busy periods or genuine outside-office cover, your customers still need somewhere to turn, and how that call is handled shapes how they feel about your brand.
Our Out-of-Hours Support is built for exactly this. We pick up where your daytime team leaves off, protect the customer experience with the same care and standards you'd expect in-house, and hand every case back with a clear, detailed record so nothing is lost in the gap.
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Overflow and outside-office cover
Support for busy periods and genuine out-of-hours calls alike.
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A protected customer experience
The same standard of care, whatever time the call comes in.
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A detailed handover
Your daytime team picks up every case with full context, not a blank page.
How it works
From out-of-hours call to daytime handover
Our process is designed to make the transition between out-of-hours and daytime cover invisible to your customer.
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Your customer calls outside office hours
In your brand, whether it's overflow or a genuine out-of-hours claim.
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We handle the call with full care
The same standards, tone, and attention as your daytime service.
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We log the details thoroughly
Every relevant fact is captured accurately, ready for the next step.
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We hand it over, in full
Your daytime team receives a detailed, clear record, so the case continues without delay or repetition for the customer.
Why partners choose our out of hours service
Built around what matters most to your business
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Overflow and outside-office cover, built for brokers with daytime-only staff
Not every business has round-the-clock resource of its own, and it shouldn't need to. We provide flexible cover for busy periods and genuine outside-office hours, so brokers with daytime-only staff can still offer their customers support whenever it's needed.
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A protected customer experience
A late-night call deserves the same care as one at midday. Our team is trained to the same standards as any daytime service, so customers get consistent, reassuring support, not a stripped-back message-taking line.
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A detailed handover to daytime teams
Every out-of-hours case is logged clearly and handed back with full context, so your daytime team can pick up exactly where things left off, with nothing missed and nothing to re-explain.
Frequently asked questions
Out-of-hours support FAQs
What counts as out-of-hours claims support?
It covers both overflow, where extra support is needed during busy periods, and genuine outside-office hours, evenings, weekends, and public holidays, when your own team isn’t available.
Do we need round-the-clock staff of our own to use this service?
No. Coplus’s 24/7 team covers the hours you don’t, either as overflow at busy times or a full switchover outside office hours, so you don’t need to staff nights and weekends yourself.
Will the customer notice a difference in service quality Out-of-Hours?
No. Coplus gives the same service at 2am as at 2pm, and its phone system moves outbound staff onto inbound calls automatically at busy times.
What happens when our daytime team comes back on shift?
The handover is agreed with each client, aiming for a seamless transition so the customer notices no change.
How does Out-of-Hours Support fit with your FNOL and TPA services?
Out-of-Hours can take FNOL calls overnight and hand them to your team in the morning, or pass them straight into a Coplus TPA service, so claims keep moving around the clock with no gaps.
Get in touch
Trusted By Brokers and Insurers Across The UK
We work with brokers, insurers, and partners to deliver products and services that add value, strengthen relationships, and support customers when they need it most.
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Affinity & Partners
Start selling ancillary products in weeks with dedicated support and tech built for seamless integration.
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Brokers
Enhance customer value through flexible products, claims expertise and operational support.
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Insurers & MGAs
Access governed products, scalable claims operations and flexible distribution solutions.
Talk directly with the team
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