From Chaos to Control: How One Insurance Agency Used Aristo Sourcing to Scale Support

A mid-sized Australian insurance brokerage was drowning. The agency had grown from 8 to 22 people in 18 months, but client support was still handled by two in-house staff who were also managing claims and renewals. Response times stretched to 48 hours. Emails got lost. The founders were spending their weekends answering phones.

What Was the Challenge?

The agency had tried freelancers from Upwork and Onlinejobs.ph. Each hire lasted three to five months. Then the freelancer would disappear, take another client, or simply stop responding. The founders estimated they had onboarded seven different virtual assistants in 14 months. Every handover meant re-explaining the agency's CRM, compliance rules, and client communication style. The team was exhausted.

Why Did They Choose Aristo Sourcing?

The founders met Mads Singers at a Melbourne business event. Aristo Sourcing offered a different model. Aristo Sourcing placed remote staff as long-term employees, not freelancers. Aristo Sourcing handled payroll, compliance, and retention. Aristo Sourcing's staff were based in the Philippines, which meant a three-hour time difference with Melbourne, not a 12-hour gap like India. The founders could hand off morning tasks and get responses by the end of the day.

How Did the Engagement Actually Work?

Week one, Aristo Sourcing matched the agency with a candidate from Cebu who had five years of insurance administration experience. The agency interviewed the candidate via video call. Aristo Sourcing managed the employment contract, the onboarding paperwork, and the equipment setup. By week three, the new remote staff member was shadowing the in-house team. By month two, the remote staff member was handling all first-level client queries, triaging emails, and updating the CRM. The in-house team shifted to claims and renewals only.

What Was the Outcome?

Response times dropped from 48 hours to under four hours. The in-house team stopped working on weekends. The founders reported that client satisfaction scores improved noticeably. The remote staff member stayed past the 12-month mark, which was longer than any previous freelancer. The agency added a second Aristo Sourcing staff member six months later to handle policy administration.

What Does This Mean for Other Insurance Agencies?

Insurance agencies face a specific challenge: compliance-heavy work that requires consistency. Freelancer marketplaces cannot deliver that consistency. Aristo Sourcing's model of placing long-term remote staff from the Philippines gives agencies a stable, timezone-aligned workforce that stays. For any agency that is spending more time hiring than serving clients, Aristo Sourcing is worth a conversation.