For insurance agencies

Three calls, three different jobs. One of them is worth money.

An insurance agency answering service has to separate three things before it does anything else: a claim, which is usually the carrier's to handle and the caller's worst day; a certificate request, which is routine and urgent to the person asking; and a quote, which is the only call that grows the book and the one that goes to whoever picks up first.

Hear it before you read another word. Dial (314) 784-8835. It is an A.I. voice, it answers for several kinds of business, and it does not assume yours — say “I run an agency” and it will take the call the way your front desk would, including the one that cannot wait, and the one that is worth money. Or tell it what a typical call sounds like for you and let it answer that. The demo has no calendar or text line behind it, so it takes the job and hands it on; yours books and confirms.

Get your free lead audit Call it now — (314) 784-8835

The call you are not there for.

It is 4:50 on a Friday. A contractor needs a certificate of insurance emailed to a general contractor before Monday morning or he is off the site. While he is on hold, a woman whose car was just hit is calling the same number, and somebody who got a renewal quote 40% higher than last year is calling three agencies to see who answers.

Three calls an agency gets, and what happens to them.

Sample call Incoming · new business, shopping right now
My renewal came in way higher than last year. I'm calling around for a quote on my auto and home.
I can get a producer on that. Before I do — is this auto and home together, who are you insured with at the moment, and when does the current policy renew? And a number in case we get cut off.
Recognised as new business rather than service, which is what decides who it goes to Lines of business captured — auto, home, or both Current carrier and renewal date taken, because the renewal date is the deadline that makes the quote real Callback number taken before anything else Passed to a producer while the caller is still shopping
Answered 1.4s/Quote details captured/To a producer
Sample call Incoming · certificate of insurance, needed today
I need a COI sent over to the general contractor. They won't let my guys on site tomorrow without it.
I can get that moving. What is the name on the policy, who does the certificate need to go to, and is there an email address for them? And is there any specific wording they have asked for — additional insured, waiver of subrogation, anything like that?
Named insured captured, not just the caller's name Certificate holder and their email taken Asked about additional insured and waiver wording, which is the detail that sends a certificate back for a second try Deadline recorded in the caller's own words Routed to service rather than to a producer
Answered 1.3s/Holder and wording captured/To service
Sample call Incoming · a claim, out of hours
I've just been rear-ended. Nobody's hurt but the car's not driveable.
I am sorry — that is a horrible thing to happen. Are you somewhere safe? Claims are reported straight to your carrier and they run twenty-four hours, so the fastest route is their claims line. Let me take your name, your policy number if you have it to hand, and a number to reach you, and the agency will follow up with you in the morning.
Safety asked first Told plainly that the carrier handles claims, rather than being queued for an agency that cannot open a claim tonight Name, policy number and callback captured so the agency can follow up without the caller repeating it Logged as a claim, so it is not mixed in with new business
Answered 1.5s/Directed to the carrier/Agency notified

What it gets out of the caller.

  1. 01

    Whether the call is new business, service, or a claim — before anything else

  2. 02

    Named insured, which is often not the person calling

  3. 03

    Lines of business: auto, home, commercial, or a mix

  4. 04

    Current carrier and renewal date on a quote

  5. 05

    Certificate holder, their email, and any additional-insured wording

  6. 06

    Callback number, taken at the start rather than the end

Why a general answering service loses this call.

  1. 01

    It treats a claim, a certificate and a quote as one kind of call.

    They are three different jobs with three different destinations. A claim belongs with the carrier, whose line runs all night. A certificate belongs with service and usually has a deadline attached to somebody standing at a site gate. A quote belongs with a producer, tonight, because the caller is ringing three agencies. A message that says none of this makes all three slower.

  2. 02

    It sends claims into the agency's voicemail.

    Somebody whose car was just hit does not know that the agency cannot open a claim at nine at night and the carrier can. Being told that plainly, and given the number that actually opens the claim, is worth more to them than a promise of a callback in the morning — and it keeps the agency's morning free for the calls it can actually act on.

  3. 03

    It takes a name and a number on a quote.

    A producer opening a note that says somebody rang about insurance has to call back and start from nothing. The current carrier and the renewal date are what make the quote real: they say whether this is a live shopper with a deadline or somebody idly asking, and they are two questions long.

  4. 04

    It sends certificates back for a second try.

    A certificate goes out wrong when nobody asked who the holder is, what their email is, or whether the general contractor wants additional insured and a waiver of subrogation named on it. Every one of those is a question at the time of the call, or a second phone call the next day.

What it costs.

There is no published price yet. The first five businesses run it free for thirty days, with no card; before day thirty we tell you the monthly price, and you decide whether to keep it.

See the offer and who it is not for

Questions agencies ask.

Can it open a claim?

No, and it should not try. Claims are reported to the carrier, whose claims line runs around the clock, and sending a caller to the agency's voicemail at nine at night delays them for no reason. What it does is take the caller's name, policy number and callback, tell them plainly where the claim actually gets opened, and log it so the agency can follow up.

How does it know a quote from a service call?

By asking. A caller who names their current carrier and a renewal date is shopping; a caller who names a policy they already hold with you is service. That one question decides whether the call reaches a producer tonight or sits in a service queue until Tuesday.

Can it send the certificate?

Not on its own. It captures what a certificate actually needs — the named insured, the holder, their email and any additional-insured or waiver wording — so whoever issues it can do so without a second phone call. Issuing the document itself stays with your agency management system.

What about commercial lines, not just personal?

Both. The triage is the same and the detail differs: a commercial caller is more likely to be chasing a certificate or asking about a specific job's requirements, and a personal-lines caller is more likely to be shopping a renewal. The questions follow whichever it turns out to be.

Is it an A.I.?

Yes, and it says so if a caller asks. It answers in about a second and a half at any hour, and it transfers to a person when the call needs one.

Find out what your phone is costing you.

The audit is free, it runs on your own numbers, and it takes one short call.

Get your free lead audit Or just call it — (314) 784-8835