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AI front desk for insurance agencies
An AI receptionist for insurance agents that books the callback.
Quote requests, service calls and claims, sorted by line of business and put in front of the right person.
- CallerI'd like a quote on home and auto insurance.
- Front deskI can set that up. Are you starting new policies or adding to existing ones?
- CallerNew policies.
- Front deskThanks. What name and phone number should the agent use?
- CallerAlex Sample, 555-0100.
- Front deskThank you, Alex. An agent has tomorrow at 11:00 open for a call. Shall I book it?
- CallerYes, please.
- Front deskBooked: tomorrow at 11:00. You'll get a text confirming the time and what to have ready.
- ✓ Booked: quote call, tomorrow 11:00
Why it fits an agency
Intake on the phone, so agents can sell and service
This service answers for an insurance agency when every agent is busy. It takes the call, asks the intake questions for the right line of business and books the agent into a conversation. The caller hangs up with a time on the calendar. The agent opens the day with a clean summary instead of a stack of voicemails.
Agents spend their days on the phone with clients, in the car, at a closing or across the desk from a business owner. Meanwhile a shopper who wants a quote may be calling several agencies this afternoon. The agency that answers and asks good questions may get the next conversation. That is the whole job here: be the first one to pick up and leave the agent with everything needed to call back well.
The calls that come in
Five calls, five routes
An agency phone can carry many kinds of calls. The right route depends on who is calling and why.
| Caller | What they want | Where it goes |
|---|---|---|
| New shopper | A quote on a car, home, business or life policy | Intake questions, then a callback booked with the agent for that line |
| Existing client | A certificate, an ID card, a policy change or a billing question | The service team, with the request written down |
| Claimant | To report an accident, a theft, a storm loss or water damage | Claim steps given, details taken, your claims contact alerted |
| Business owner | A renewal review or a new commercial policy | The commercial agent, with the business type and the date of renewal |
| Carrier or vendor | A status on a file or a request for documents | The person named on that file |
Callers rarely say which row they belong to. The desk finds out in the first exchange and then keeps to that row.
Quote requests
Quote intake by line of business
A quote call is only useful if the right questions are asked. Auto needs different facts than a home, and a restaurant needs different facts than a roofing contractor. At setup you tell us the questions each of your agents asks first, and the desk asks them in the same order.
- Personal auto. Drivers, vehicles, current carrier, renewal date and whether any driver has had a recent change.
- Home and renters. Address, age and type of the dwelling, the mortgage lender if any and what the caller wants to protect.
- Commercial. Type of business, number of employees, location and the coverage being replaced or added.
- Life and health. Who is being covered, the reason for looking and the best time to talk. Medical intake is set up to collect only the information you approve.
A homeowners call might sound like this. The name is made up.
- Caller: Hi, I just bought a house and need homeowners coverage before closing.
- Front desk: Congratulations. When is the closing? I will make sure that date is on the request.
- Caller: Friday the twelfth. My name is Alex Sample.
- Front desk: Thank you, Alex. May I have the property address and the lender?
- Caller: 123 Example Lane, and the lender is Example Bank.
- Front desk: Our home agent has a call open tomorrow at 9:30. Would that work?
- Caller: Yes, please.
- Front desk: Booked for 9:30 tomorrow. The agent will have your closing date, address and lender ready.
A date like a closing sets the urgency. You decide which dates put a request at the top of the morning list, and the desk flags them. The agent calls back with a quote. The desk does not give one.
Claims
Claim calls: calm first, then the facts
A person reporting a claim may be standing in a flooded kitchen or sitting beside a damaged car. The tone has to be steady. The desk is built to collect only the claim information your process needs. It gives the next steps in your wording.
Example rules you set for claims:
- Injury or danger. The caller is told to contact emergency services first. Your on-call contact is alerted right away.
- Auto accident. Take the time, place, other party details and whether the car can be driven. Give the carrier claim line your agency uses.
- Property loss. Take the address, the cause, any steps to prevent more damage and whether the caller has photos. Remind the caller to keep receipts.
- After hours. The same questions are asked, and the claim goes on the first list of the morning, or to the on-call phone if you mark it urgent.
The desk does not say a claim will be paid, does not judge fault and does not interpret a policy. Claim intake is set up to record the details you approve for your claims team. The agent and the carrier take it from there. How your agency wants after-hours claims handled is a decision you make on the after-hours answering service setup.
Service requests
Certificates, ID cards and the small jobs that fill an inbox
Many agency calls are small. A contractor needs a certificate of insurance before a job starts on Monday. A new driver needs an ID card to register a car. A client moved and needs an address change. Each takes a minute for an assistant, but those minutes add up across a week.
A typical certificate call: the caller says a general contractor needs proof of coverage by Friday. The desk is set up to collect the certificate request details your service team needs. It confirms the request will be handled by the service team and sends the caller a text with what happens next.
Policy-document requests are built to follow your collection and access rules before reaching the service team. Anything that changes a policy is confirmed with the client by your team, not the desk. Identity matters here, so the desk is set up to check the caller against the record before it discusses account details. Verification is described at how the checks work.
The week and the seasons
A typical week, and the days that break it
Mondays carry weekend accidents and storm claims. Tuesday through Thursday are the shopping days, when people phone on lunch breaks. Fridays bring certificates ahead of weekend jobs. The end of the month and the end of the year bring renewals and policy changes.
Some days are far busier than the calendar suggests. A hailstorm, a hurricane warning or a wildfire sends claim calls and coverage questions in a burst. Open enrollment periods bring a different surge for agencies with a benefits book. In a spike the desk keeps answering the same way for every caller, and the morning list sorts claims ahead of routine calls. Your agents spend the day calling people back instead of listening to message number forty.
Commercial and renewals
Business owners, renewals and the review that never gets scheduled
Commercial clients call less often and mean more when they do. A restaurant owner wants to add a patio. A contractor has a new truck. A landlord bought another building. Each call is a chance to review coverage, and each is easy to lose to phone tag.
The desk books a review with the commercial agent. Renewal information is set up to be collected under your agency's rules. For renewals, you can set the desk to ask whether anything has changed in the last year, such as a new location, a new vehicle or a different payroll. The agent then starts the renewal call with real updates instead of a blank page.
Benefits and group clients sit on a calendar of their own. Open enrollment brings employees with questions about plan choices, and the owner can set the desk to book them with the benefits specialist rather than the general line.
What you tell us
What an agency gives us at setup
- Lines of business. Which you write, which you do not, and who owns each.
- Intake questions. The first five or six questions each agent asks on a quote call.
- Agent availability. The calendar the desk books callbacks from, and the length of a callback for each line.
- Claim steps. Your carriers' claim lines and what you want the caller to hear.
- Urgent rules. What goes to an on-call phone, and what waits for morning.
- Words to avoid. Phrases your agents never use on the phone, such as promising coverage.
The last item is important in this trade. Coverage depends on the policy and on the carrier, and a casual promise on a phone call can become a problem later. We write your wording rules into the desk when we set it up. Details of how the desk checks facts before it speaks are on the AI receptionist page.
What it will not do
Where the licensed agent takes over
- No premiums. It does not quote prices or estimate what a policy will cost.
- No binding. It cannot bind, change or cancel coverage.
- No advice. It does not recommend limits, deductibles or carriers.
- No claim verdicts. It does not say whether a loss is covered.
- No guessing. If a caller asks something outside your list, it says an agent will answer and books that agent.
Licensing rules differ by state and by line. The desk stays on the intake side of the line, and what each agent may say on a call is a matter for your agency.
What shapes the quote
What moves the price for an agency
Agencies differ, and the quote follows those differences. The main drivers are the hours you want covered, how many people and lines the calls route between, how many locations answer under one name and how much of the booking and service list you want the desk to complete. A one-office personal lines agency and a six-agent commercial firm are quoted separately. The pricing page shows how quotes are built, and the buyer's guide lists what to ask any provider.
Law offices face a similar intake problem; see how the law office front desk handles it.
Questions
Questions insurance agency owners ask first
Can it route calls by line of business?
Yes. Personal, commercial, life and benefits calls go to the agent who handles each, using the routes you set.
Will it quote a premium?
No. Quotes come from your licensed agents. The desk gathers the details and books the conversation.
What does an agent see after a call?
An agent gets the booked call time and contact details. Policy and claim summaries are built to follow your agency's access rules.
Can it tell a claim from a service request?
Yes. It listens for the loss, the accident or the damage, and moves a claim to the front of the list. A request for an ID card goes to the service team.
What does it say to someone who is shaken after an accident?
It speaks calmly, asks only what you need, tells the caller to contact emergency services if anyone is hurt and gives the claim steps you wrote.
Does it work for captive agents and independent agencies?
It works for both. Which carriers, claim lines and rules it uses are whatever you give us.
Can it handle calls for several agents in one office?
Yes. Each agent has their own lines, availability and callback length, and the desk books the right person.
How does it protect client information?
It is set up to check the caller against the client record before it shares anything about an account. What it stores and who can see it is reviewed with you in writing on the 30-minute call.
What if a caller wants to cancel a policy?
The desk takes the name and the reason and books a call with the agent. The desk does not make cancellations on the phone.
Can I hear it before deciding?
Yes. Book the demo and call a front desk set up for an agency like yours. Ask the questions your clients ask.
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