Best Workforce Management Solutions for Insurance Staff Scheduling (2025)

Insurance companies—whether P&C, life, or health insurers—require AI-driven scheduling, compliance tracking, and claims volume forecasting to optimize their workforce. Here are the top workforce management (WFM) tools for insurance staff scheduling.

Top 5 Insurance Staff Scheduling Solutions

1. NICE WFM (Best for Call Centers & Claims Processing)

✅ Key Features:

• AI-powered demand forecasting (claims spikes, call volumes)

• Omnichannel scheduling (voice, chat, email)

• Compliance with DOI regulations

• Real-time adherence monitoring

💰 Pricing: Enterprise-level (custom quote)
📌 Used By: Allstate, State Farm

2. UKG Workforce Dimensions (Best for Hybrid Workforces)

✅ Key Features:

• Hybrid scheduling (office/WFH)

• Adjusts staffing based on claims backlog

• Overtime cost controls

• Payroll integration (ADP, SAP)

💰 Pricing: Starts at $15/user/month
📌 Clients: Liberty Mutual, Nationwide

3. Calabrio WFM (Best for Compliance & Analytics)

✅ Key Features:

• Voice analytics for fraud detection

• Automated break compliance (DOL, FLSA)

• Agent performance scoring

• PCI-DSS compliant

💰 Pricing: From $50/user/month
📌 Best for: Health insurance providers

4. Aspect WFO (Best for Claims Adjuster Scheduling)

✅ Key Features:

• Catastrophe event staffing mode

• Mobile scheduling for field adjusters

• Workload balancing

• Stress-level monitoring

💰 Pricing: Contact sales
📌 Used By: Travelers, AIG

5. SHIFTON Insurance (Best for Small/Mid-Sized Insurers)

✅ Key Features:

• Basic claims adjuster scheduling

• Overtime alerts

• Mobile shift swaps

• SOC 2 compliant

💰 Pricing: Starts at $20/user/month
📌 Best for: Regional insurers, MGAs

Key Insurance Staff Scheduling Needs

Claims Volume Forecasting

Staff up during disaster events (hurricanes, wildfires)

Regulatory Compliance

DOI, FLSA, GDPR (for EU insurers)

Hybrid Workforce Support

Balance office & remote staff

Catastrophe Mode

Rapidly scale up claims teams

Fraud Detection Integration

Align staff with SIU workloads

Implementation Best Practices

1. Start with High-Impact Teams

   • Claims adjusters → Aspect WFO

   • Call centers → NICE WFM

2. Integrate with Core Systems

   • Policy admin systems (Guidewire, Duck Creek)

   • Fraud detection tools (Shift Technology, SAS)

3. Train for Compliance

   • DOI audit requirements

   • Overtime rules (FLSA)

4. Leverage AI for Efficiency

   • Predict call spikes (post-disaster, renewal periods)

   • Auto-assign claims based on adjuster expertise

ROI for Insurance Companies

• 25% faster claims processing

• 20% reduction in overtime costs

• 100% compliance with labor regulations

• Improved employee retention

Pro Tip: Look for "catastrophe event triggers" in WFM tools to auto-adjust staffing during disasters.