Professional indemnity · Outsourcing
Insurance for call centres and BPO companies in Bulgaria (2026)
Clients in the UK, the US and the EU usually ask a call centre or outsourcing provider for professional indemnity, often together with fidelity (crime), public liability and employers’ liability. A Bulgarian company can buy these in one English-language policy from an EU-licensed insurer, with professional indemnity limits from €250,000 to €10,000,000. This page sets out what each line means, which limits are available and what the policy does not cover — so you can check it against your contract before you sign.
INS Center is a licensed insurance broker in Bulgaria (Financial Supervision Commission licence No. 15-ЗБ, register No. 11-696).
Who is this page for?
Companies registered in Bulgaria that deliver a service themselves, with their own team, for clients abroad:
- call and contact centre services (voice, chat, email)
- IT support and helpdesk
- complaints handling services
- virtual assistant services
- secretarial services
The insurer assesses each business by activity. If your activity is not on its list, or needs a separate assessment, we tell you before quoting.
Not for:
- Staff leasing, staff augmentation or employer-of-record arrangements, where your people work under the client’s direction. The policy excludes claims arising from the work of personnel you supply to a client, unless the claim is that you were negligent in supplying them.
- Handling client money or payments on the client’s behalf — excluded from professional indemnity.
- Companies where most of the work is done by subcontractors outside the EU.
- Companies registered outside Bulgaria.
What does my client’s contract usually ask for?
| Your client writes | What it usually means | In the policy |
|---|---|---|
| Professional Indemnity / Errors & Omissions | Claims that your service caused the client a financial loss | Professional indemnity section |
| Fidelity / Crime / Employee dishonesty | Loss caused by dishonest acts of your staff | Fidelity extension (see below) |
| Public Liability / General Liability | Injury to people or damage to property of third parties | Public liability section (EU territory) |
| Employers’ Liability | Claims by your own employees for injury at work | Employers’ liability section |
| Cyber liability | Data breaches, hacking, first-party cyber costs | Not available — see “What about our clients’ data?” |
Which limits are available?
- Professional indemnity: €250,000, €500,000, €1,000,000, €2,000,000, €5,000,000 or €10,000,000, each and every claim. Defence costs are included within the limit. The options offered can depend on your activity and turnover.
- Fidelity extension: €10,000 to €1,000,000, each and every claim and in the aggregate.
- Public liability: €1,000,000, €2,000,000, €5,000,000 or €10,000,000.
- Employers’ liability: €10,000,000, each and every claim, defence costs included. If your contract states £10,000,000, check the euro equivalent with your client: the GBP currency adjustment available for professional indemnity does not apply to this section.
Limits are issued in euro. If your contract states an amount in GBP or USD, agree the euro equivalent with your client before you buy.
My clients are in the USA or Canada. Is that covered?
Yes, if the USA and Canada jurisdiction extension is included. Two things to know before you sign a US contract:
- Claims made in the USA or Canada are covered up to $1,000,000, within the overall limit — even if your overall professional indemnity limit is higher. If a US client asks for $2,000,000, this policy does not meet that requirement.
- The excess for these claims is €5,000 per claim, including claims costs.
The extension also excludes, among others, bodily injury and property damage, punitive damages, and claims brought by US or Canadian government agencies.
Does professional indemnity cover mistakes made by our agents?
Yes. It covers claims by a third party for a financial loss caused by negligence or a breach of duty of care in your business activities — for example a processing error, wrong information given to your client’s customers, or a missed deadline. It also covers claims arising from work done on your behalf by subcontractors or outsourcers, on the same terms. Defence costs are paid within the limit.
What about our clients’ data?
Professional indemnity includes limited cover for:
- unintentional failure to prevent unauthorised access to, or use of, third-party data in your care
- unintentional breach of confidentiality of electronic data
- unintentional transmission of a computer virus to a third party
It is not cyber insurance. Loss or distortion of data caused by a hacker, your own costs after an incident, and regulatory fines (including GDPR fines) are not covered. We cannot place stand-alone cyber cover through this policy.
What is the fidelity extension?
An extension to the professional indemnity section, with its own limit (€10,000 to €1,000,000) and excess. Its terms are sent to you with the quote. Check them against your contract — in particular whether they cover your client’s money or property, if your contract asks for that.
Employers’ liability: who counts as an employee?
The policy defines employees as individuals usually residing in the EU or the UK who work under your supervision and control — employed, hired or borrowed, trainees and volunteers. Freelancers or subcontractors working remotely from outside the EU and the UK are not employees under this definition.
Employers’ liability is different from Bulgaria’s “Workplace accident” insurance (трудова злополука, compulsory for employers in certain economic activities), which pays benefits to the employee. Employers’ liability covers your legal liability when an employee claims against you.
What does the policy NOT cover?
Liability you accept in the contract. The policy covers your legal liability. It does not cover liability beyond what you would owe without the contract: indemnities, hold-harmless clauses, contractual penalties, liquidated damages or SLA service credits.
Other exclusions include:
- deliberate, reckless or dishonest acts committed, condoned or ignored by you
- fines, contractual penalties, punitive or exemplary damages
- loss of profit, mark-up and VAT
- loss of data caused by a hacker
- bodily injury under professional indemnity (public and employers’ liability are separate sections)
- claims or circumstances you knew about before the policy started
Not in the standard wording: additional insured status for your client, indemnity to principal, primary and non-contributory wording, waiver of subrogation, public liability outside the EU, stand-alone cyber insurance. If your contract requires any of these, show this list to your client before signing.
What should I check in my contract before signing?
- Limit per claim or in the aggregate? Professional indemnity limits apply to each and every claim.
- Currency of the limit (EUR, GBP or USD).
- US or Canadian jurisdiction — and whether the client asks for more than $1,000,000.
- Indemnities, penalties and service credits you accept — these are not insured.
- How long cover must continue after the contract ends. Cover is claims-made: a claim must be made and notified while a policy is in force.
- Additional insured or waiver of subrogation requirements — not in the standard wording.
What do you need from us for a quote?
- the start date of your business activities
- annual turnover and its split: EU, UK, USA/Canada, rest of the world
- number of employees
- confirmation that there have been no claims or incidents over €5,000 in the last three years
How do I get a quote?
- Fill in the form below. It takes about a minute.
- We send you the product information document (IPID) first, so you can check the main cover and exclusions against your contract. The full policy wording comes with the quote.
- If the terms work for you, reply “Please quote” and we send you a quote, usually within 1–2 business days.
- Nothing is bound until you confirm in writing and the premium is paid.
Related guides
More on insurance your client requires.
Next step
Request a quote
About a minute. We reply by email with the product information document (in English and Bulgarian) first, then the quote.
- Phone
- 0883 990 906 · Viber
- info@inscenter.bg
- Address
- 46 Akad. Stefan Mladenov St., office 13A, floor 6, section A, Sofia
- Opening hours
- Mon – Fri, 9:00 – 17:00
Frequently asked questions
Is the policy in English?
Yes. The schedule, wording and certificate are issued in English.
Can one policy include professional indemnity, fidelity, public and employers’ liability?
Yes. It is one combined policy; your quote shows which sections are included and the premium for each.
Do you cover call centres with agents outside the EU?
Professional indemnity can cover work done on your behalf by subcontractors, but we cannot place cover if most of your work is done by subcontractors outside the EU. Employers’ liability applies only to employees usually residing in the EU or the UK.
Does it cover GDPR fines?
No. Fines and regulatory penalties are excluded.
Who is the insurer?
An insurer licensed in another EU member state that provides services in Bulgaria under EU freedom to provide services. Its name and licence details are in the IPID and the quote.
Do you help with claims?
Yes, for policies placed through us.
