Industries
Answering service for insurance agencies and agents
Short answer
An answering service for insurance agencies answers your line while you’re with a client, out on an inspection or closed for the night. Ours is a 100% AI receptionist: it tells callers it’s an AI, takes claims and policy changes for the right agent, books quote appointments and flags what can’t wait, like a client buying a car this afternoon. It never tells anyone they’re covered, and you get a summary of every call.
Free setup · No contract · Cancel anytime
Example call: a new car at the dealership
Fitch and Moreau Insurance · A new car at the dealership
Urgent
- AI
- Fitch and Moreau Insurance, AI Receptionist here, the agency’s AI assistant. How can I help?
- Caller
- I’m buying a car right now and need it on my policy.
- AI
- Who’s your agent?
- Caller
- Callum. It’s a 2024 Toyota RAV4.
- AI
- Your name and best number?
- Caller
- Yolanda Petrakis, 555-0192.
- AI
- Thanks, Yolanda. I’ve marked this urgent for Callum and he’s being alerted now. Until he confirms it, the car isn’t on your policy.
Summary sent to you
- Urgent
- add a 2024 Toyota RAV4 to an auto policy today. Client is at the dealership.
- Caller
- Yolanda Petrakis, client of Callum, 555-0192.
- Done
- agent alerted. Client told the car isn’t on the policy until he confirms.
When agency calls come at the wrong time
It’s 4:15 on a Friday in Omaha. You’re across town reviewing a contractor’s commercial policy, and your one office assistant is at lunch late. In the next hour, a client calls from a dealership: she’s signing for a new car and needs it on her policy before she drives it off the lot. A roofing company needs a certificate of insurance to start a job on Monday. Someone else has a cancellation notice for a missed payment. And a stranger wants a quote on homeowners insurance. Voicemail puts all four in one line, and two of them can’t wait until Monday.
How the call goes
-
Anyone hurt?
If the call is about an accident or a loss, injuries and danger come first, as in our insurance claim protocol, which also covers the full first report of a loss.
The AI says: “Before anything else, is anyone hurt or in danger?”
-
Client, new customer or someone else
An insured goes to their agent, a new customer to whoever writes new business, and a caller who isn’t a client gets a message, with nothing said about anyone’s policy.
The AI says: “Do you have a policy with us? If so, may I have the name on it?”
-
What they need
A claim, a change to a policy, a certificate, a billing question or a quote. Each has its own few questions, such as the vehicle and the date for a new car, or the certificate holder and the deadline for a COI.
The AI says: “Is this about a claim, a change to your policy, or something else?”
-
Alert, book or message
Time-sensitive requests reach the agent at once, by email or as a transferred call. Quotes are booked as appointments. Everything else becomes a message with the details already filled in.
The AI says: “I’m sending this to Callum right now, marked urgent.”
-
Clear about what isn’t done yet
It tells the caller plainly that nothing has been added, changed or bound until an agent confirms it.
The AI says: “Your car isn’t added to your policy yet. That only happens once Callum confirms it.”
What counts as urgent
For an independent insurance agency, these are the rules we start from. Your rules replace them.
| Situation | What happens |
|---|---|
| Injury or danger after a loss | 911 first, agent alerted at once |
| A new vehicle, driver or property that needs coverage today | Urgent: agent alerted now; caller told nothing is bound yet |
| A certificate of insurance needed for a job starting soon | Priority message with the holder, the job and the deadline |
| A cancellation or non-payment notice | Priority message for the agent or your billing person |
| A claim to report | First report taken, as in the claim protocol |
| Quote requests | Taken as a lead and booked with the agent who writes that line |
| Billing questions, ID cards, office hours | Message, or answered from your protocol |
What it never says on these calls
- That a client is covered, or that a loss will be.
- That coverage is bound, a car is added or a change is made, until an agent confirms it.
- A premium, a rate or a discount you haven’t approved.
- Advice on which coverage or limits someone should choose.
- Anything about a policy to anyone who isn’t the insured.
What you decide
- Who gets what: each agent’s book, commercial and personal lines, claims and billing.
- Your urgent list: new vehicles, certificates, cancellation notices and losses, and whether a caller is told when an agent will call back.
- Carrier claims lines: whether it gives them, and for which carriers.
- Quotes: what it asks before booking, and which lines you write.
- What it answers on its own: office hours, where to get ID cards, how to pay.
- Spanish: clients can speak Spanish with the AI on the same line.
We set it up the way you want and you approve the final version.
Why this works for insurance agencies
Our call protocols come from nearly two decades of running phone reception for small businesses, and an insurance agent answering service earns its keep on the calls clients make when something is about to go wrong. It never promises what you don’t: “you’re covered” is a sentence only a licensed agent says, so the AI never says it. It knows when to hand over: a car being bought today or a certificate due Monday reaches the agent now, not after the weekend. More on our method, and on how a call is passed to an agent on call transfer.
What it costs
An agency can start with no monthly fee on Pay As You Go, at $0.99 per answered call. A busy book of business fits the 50-Call Plan, with 50 calls for $29 a month, or the 100-Call Plan. See every plan on pricing.
Free setup · No contract · Cancel anytime
Your month, by plan
Best fit: 50-Call Plan, $29.00
- Pay As You Go Best fit $29.70
- 50-Call Plan Best fit $29.00
- 100-Call Plan Best fit $49.00
What the month would cost on each plan: the monthly fee plus each call past the ones included.
Questions insurance agency owners ask
What does an answering service for insurance agents do?
It answers every call to your agency, sorts claims, policy changes, certificates, billing and quotes, and sends each one to the right person with the details filled in. Urgent calls reach the agent at once. You get a summary of every call, and the recording and transcript are in your dashboard.
Can it bind coverage or add a vehicle?
No. It takes the request with the vehicle, driver or property and the date needed, alerts the agent and tells the client plainly that nothing is added or bound until the agent confirms. Binding and policy changes stay with your licensed staff.
Is an insurance virtual receptionist different from an answering service?
The names overlap. A virtual receptionist usually means someone who answers as part of your office during the day; an answering service often means nights and overflow. This insurance call answering service does both: it answers your agency’s line at any hour, and you decide which calls it takes. See overflow call answering.
How does it handle certificate of insurance requests?
It asks who needs the certificate, who the certificate holder is, the job or contract it’s for and the deadline. That goes to the agent or your service person as a priority message. It doesn’t issue certificates or say what they will show.
Does it work for captive agents too?
Yes. Captive agents use the same protocol with their carrier’s claims line and whatever rules their company sets for outside answering; you tell us those and we build to them. Financial planners have their own rules; see the financial answering service. Auto repair shops your clients use are on the automotive answering service, and more on industries.
Answer your agency’s line, even on Friday at 4
“Get started” begins with your book: which agent covers which clients, what counts as urgent and whether it should give your carriers’ claims lines. Your agency’s protocol is built from that in the free setup, and calls reach it only once you’ve approved it; how it works has the three steps.
Free setup · No contract · Cancel anytime