Call Centres: Why Insurance Claims Are Higher Than Standard Offices

Introduction

On paper, a call centre can look like “just an office”: desks, computers, phones and people working indoors. In reality, call centres typically generate more frequent and more expensive insurance claims than standard administrative offices.

That difference isn’t about one dramatic hazard. It’s the combination of high headcount, repetitive work, constant customer interaction, strict performance targets, and a dense concentration of IT and electrical equipment. Add shift work and rapid staff turnover, and you have a workplace where small issues become claims more often.

In this guide, we’ll break down the most common reasons call centres see higher claims, what types of cover are most affected, and practical steps to reduce incidents and protect your premium.

1) Higher occupancy = higher probability of incidents

A standard office might have a modest number of staff in a relatively spacious environment. Call centres often run at much higher occupancy levels, sometimes with hot-desking and multiple shifts using the same space.

More people in the same footprint increases the likelihood of:

• Slips and trips (bags, cables, personal items, cleaning equipment)

• Minor collisions and strains (tight walkways, crowded break areas)

• Accidental damage to equipment (spills, knocks, dropped headsets)

• Fire safety risks (blocked exits, overloaded sockets)

Even if the “risk per person” is similar, the total number of incidents rises simply because there are more opportunities for something to go wrong.

2) Repetitive work drives musculoskeletal injury claims

Call centre roles are highly repetitive: long periods seated, constant keyboard use, mouse work, and headset use. This makes musculoskeletal disorders (MSDs) one of the biggest drivers of employers’ liability and personal injury claims.

Common issues include:

• Repetitive strain injury (RSI) in wrists, hands and forearms

• Neck and shoulder pain from poor posture or headset fit

• Lower back pain from prolonged sitting and inadequate chair support

• Eye strain and headaches from screen use and poor lighting

These injuries can develop gradually. That matters because gradual-onset injuries can lead to longer absence periods, more complex occupational health involvement, and higher claim costs.

Why it’s worse than a standard office

In many standard offices, staff have more task variety: meetings, walking to other departments, mixed computer and non-computer work. Call centre staff often have fewer natural breaks and less movement, especially when service levels are tightly managed.

3) Performance pressure and stress-related absence

Call centres can be high-pressure environments. Staff may deal with complaints, emotionally charged conversations, and strict metrics such as average handling time, call quality scores, and adherence.

Stress and mental health issues can lead to:

• Increased sickness absence (which can trigger income protection or group risk claims if in place)

• Higher likelihood of errors (miscommunication, incorrect data entry)

• More workplace disputes and grievances

• Greater staff turnover (which increases training needs and the risk of inexperienced staff making mistakes)

While stress itself isn’t always an “insurable event” under standard policies, it can contribute to claims patterns: more accidents, more allegations, and longer time off work.

4) Higher frequency of minor accidents that still become claims

Call centres often have clear reporting processes and HR structures. That’s good practice, but it can also mean more incidents are formally recorded and escalated.

In a smaller standard office, minor aches and small trips may be handled informally. In a call centre, the same incident is more likely to be logged, investigated, and potentially pursued as a claim—especially if the employee is already dissatisfied or planning to leave.

This is one reason insurers may see higher claims frequency in call centre environments even when the hazards appear similar.

5) Dense IT, electrical load and business interruption exposure

Call centres are technology-heavy. You’ll often see:

• Large numbers of PCs, monitors and docking stations

• VoIP phones and networking equipment

• Server rooms or comms cabinets

• UPS units

• High air-conditioning demand to manage heat

This increases risk in two ways:

1. Property damage risk: electrical faults, overheating, and accidental damage.

2. Business interruption (BI) risk: even a small incident (power surge, water leak, minor fire) can take out systems and stop operations.

For many call centres, downtime is expensive. Missed service levels can trigger contractual penalties, lost revenue, and reputational damage. That pushes BI claims values higher than a standard office where work can sometimes continue with minimal disruption.

6) Shift work and fatigue

Many call centres operate extended hours or 24/7. Shift patterns can contribute to:

• Fatigue-related errors

• Reduced attention to housekeeping (especially at handover times)

• Higher incident rates during late shifts

• Increased commuting incidents (not always insured under workplace policies, but can affect overall absence and operational continuity)

Fatigue also interacts with posture and ergonomics: tired staff are more likely to slump, ignore micro-breaks, and tolerate discomfort until it becomes an injury.

7) Hot-desking and inconsistent workstation setup

Hot-desking can be efficient, but it’s a known driver of ergonomic problems if not managed properly.

Common issues:

• Chairs not adjusted to the individual

• Monitor height and distance inconsistent

• Headsets not fitted correctly

• Keyboards and mice positioned poorly

When staff move desks frequently, it’s harder to maintain a “good fit” workstation. That increases the risk of neck, shoulder and back problems and can lead to higher employers’ liability claims.

8) Higher public interaction and complaint intensity

Call centres deal directly with the public, often when customers are already frustrated (billing issues, cancellations, claims, complaints).

That can increase:

• Allegations of mis-selling or poor advice (professional indemnity / management liability exposures depending on the nature of the service)

• Data protection incidents (GDPR-related breaches from misdirected emails, incorrect identity checks, or screen visibility)

• Abuse and harassment issues (which can lead to HR disputes and legal costs)

Not every call centre needs professional indemnity, but many do—especially if staff provide advice, handle regulated activities, or make decisions that affect customer outcomes.

9) Data security and privacy risks

Call centres handle personal data at scale: names, addresses, payment details, policy information, health information (in some sectors), and account credentials.

Typical loss scenarios include:

• Phishing and social engineering attacks

• Weak identity verification processes

• Call recording storage issues

• Staff accessing data they shouldn’t

• Screens visible to visitors or other staff

• Lost or stolen devices (especially with hybrid working)

Cyber incidents can be costly even without a “hack”. A simple mis-send or unauthorised disclosure can trigger ICO reporting, customer notification, and legal costs.

Compared to a standard office, the volume and sensitivity of data handled in a call centre can be much higher, increasing both frequency and severity of cyber claims.

10) Higher staff turnover and training gaps

Many call centres experience higher turnover than standard offices. That creates a constant cycle of onboarding and training.

Inexperienced staff are more likely to:

• Use poor posture and ignore ergonomic guidance

• Make mistakes with customer data

• Misunderstand procedures

• Escalate conflicts incorrectly

• Miss health and safety rules (e.g., cable management, spill response)

From an insurer’s perspective, high turnover can correlate with higher claims frequency because the workforce is always partly “new”.

11) Contractors, visitors and third-party exposures

Call centres often rely on:

• Cleaning contractors (out-of-hours and in-hours)

• IT support contractors

• Security staff

• Facilities management

Third parties increase public liability exposure. For example:

• A cleaner leaves a wet floor without signage and a staff member slips

• An IT contractor trips over cables in a comms area

• A visitor is injured in reception

If you have multiple tenants, shared corridors, or communal kitchens, liability can become complex. Clear responsibility and documented procedures help reduce disputes and claims.

12) What types of insurance claims are most common?

While every site is different, call centres commonly see claims in these areas:

• Employers’ liability: RSI/MSDs, slips/trips, manual handling strains (moving chairs, boxes, equipment)

• Public liability: visitor injuries, contractor incidents, property damage to third parties

• Property: accidental damage, escape of water, electrical faults, fire

• Business interruption: downtime from property damage, power issues, system outages following insured events

• Cyber: data breaches, ransomware, social engineering, misdirected communications

• Management liability / employment practices (where arranged): grievances, discrimination allegations, unfair dismissal claims

13) Practical risk controls that reduce claims (and premiums)

Insurers don’t just price on industry labels—they price on controls, culture, and evidence. Here are practical steps that make a measurable difference.

Ergonomics and DSE (Display Screen Equipment)

• Carry out DSE assessments for all staff (including remote/hybrid)

• Provide adjustable chairs, monitor risers, footrests where needed

• Standardise desk setups for hot-desking (quick guides at each station)

• Issue quality headsets and train staff on correct fitting

• Encourage micro-breaks and task rotation where possible

Housekeeping and slip/trip prevention

• Strict cable management (especially around power strips and docking stations)

• Clear desk policies to reduce clutter

• Spill response procedure and signage readily available

• Regular walk-through inspections, logged and actioned

Stress and wellbeing

• Train team leaders to spot early signs of burnout

• Review targets and break schedules to ensure they’re realistic

• Provide access to employee assistance programmes (EAP)

• Build a culture where reporting discomfort early is encouraged

Fire safety and electrical risk

• Avoid overloading sockets; use fixed power solutions where possible

• PAT testing and documented maintenance

• Keep exits and routes clear at all times

• Review server/comms room ventilation and housekeeping

Data protection and cyber hygiene

• Strong identity verification scripts

• Role-based access controls and regular access reviews

• Screen privacy measures where appropriate

• Phishing training and simulated exercises

• Clear incident response plan and escalation routes

Training and onboarding

• Make health and safety part of day-one onboarding

• Refresh DSE guidance quarterly

• Keep training records (insurers love evidence)

• Use simple, repeatable checklists for supervisors

14) What insurers look for when underwriting call centres

When a broker presents a call centre risk to insurers, the details matter. Expect questions on:

• Headcount and shifts (including maximum occupancy)

• Nature of calls (sales, support, complaints, regulated advice)

• Staff turnover and training approach

• DSE assessment process and ergonomic equipment

• Claims history (frequency and causes)

• Cyber controls and data handled (PCI, health data, recordings)

• Business continuity plans and dependency on single sites

The more clearly you can evidence controls, the easier it is to secure competitive terms.

15) Quick checklist: reduce claims in 30 days

If you want a fast, practical start, focus on these actions:

1. Run a housekeeping audit and fix cable hazards.

2. Re-issue DSE setup guidance and do spot checks.

3. Standardise hot-desk stations with simple adjustment instructions.

4. Review break schedules and encourage micro-breaks.

5. Confirm PAT testing and electrical load management.

6. Tighten identity verification and access controls.

7. Refresh incident reporting so near-misses are captured early.

Conclusion

Call centres see higher insurance claims than standard offices because they combine high occupancy, repetitive work, performance pressure, dense equipment, and heavy data handling. The good news is that most of the drivers are manageable.

With strong DSE controls, better housekeeping, sensible shift management, and clear cyber and data protection procedures, you can reduce incidents, protect staff wellbeing, and present a stronger risk profile to insurers.

Call to action

If you run a UK call centre and want to review your current cover—employers’ liability, public liability, property, business interruption and cyber—Insure24 can help you benchmark your risk and arrange insurance that fits your operation. Speak to our team for a quick, practical review and a quote.