AI phone agents for insurance

The agent lodges new claims, answers policy questions from your policy system and collects what a quote needs. Complex claims go to a person, with the agent briefing them first.

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PSPriya Shah0491 570 159 · Today 9:37 am · 4m 05s

Claim lodged

1:28 / 4:05

TranscriptMetricsDetails

Southern Cover claims, how can I help?

Reception agent · 0:00

Someone reversed into my car in a car park this morning.

Caller · 0:05

I'm sorry to hear that. Can I take your policy number?

Reception agent · 0:10

It's MOT 5521 884.

Caller · 0:15

Was anyone hurt, and do you have the other driver's details?

Reception agent · 0:20

No one was hurt, and I've got their rego.

Caller · 0:25

Thanks. Your claim is lodged as C-20931, and I've texted you a link for the photos.

Reception agent · 0:30

Summary

Car park collision, other driver at fault. Claim C-20931 created, photo link sent.

Actions taken

Find the policy Lodge a claim Send a text

Stored in

Sydney

Calls the agent handles

Claims lodgement
Walks the caller through a new claim, collects the incident details and policy number, and creates the claim in your system.
Policy questions
Answers questions on cover, premiums and renewal dates by reading the caller's policy from your system.
Quote requests
Collects what a quote needs, such as the vehicle, the address and the level of cover, and passes it to your quoting engine.
Complaints
Records the complaint in the caller's own words and transfers the call to your internal dispute resolution team.

Connected systems

A policy or claims system with an API connects through a custom API tool, which comes with the Scale plan or with a build.

Data and compliance

Each part of a call

Call data at rest: Sydney
AI inference: Sydney
Voice servers: Sydney
Speech engines: Sydney option
Phone carrier: Overseas company

Sector rules

Claims and complaints follow your own procedures under the General Insurance Code of Practice, and the agent follows the script you set. Every call is recorded and transcribed, and the recordings are stored in Sydney.

Questions

It takes the first report and collects the details. A complex claim goes to a person, and the agent briefs your adjuster before it connects the caller. The transcript is in the call record.

The agent records it in the transcript and does not comment on it. Your adjuster reads the call record and makes the decision.

Yes. You change the questions the agent asks in the editor, test the change on simulated calls, and publish it when it passes.

It reads the excess from your policy system and offers to transfer the caller to your team. The agent briefs the person who picks up, so the caller does not repeat themselves.