Policyholders call when something has gone wrong, often all at once after a storm. Our voice agents answer every one of them, capture a complete first notice of loss and keep claimants updated. Coverage decisions, payments and anything that changes a policy go to your licensed people through the write gate.
First, is everyone safe, and is the car somewhere you can leave it?
We’re fine. A branch came down on the windshield in the storm. It’s in my driveway.
Insurance flows are configured for your lines of business in Agent Studio and proven in simulation, including the storm-day surge, before they go live.
Safety first, then a structured intake of what, when and where, with photo requests sent by text. Why it matters: adjusters start with a complete file instead of a call back.
Where the claim is, what is outstanding and who owns it, read from your claims system. Why it matters: status calls stop crowding out adjusters’ time.
Every caller answered during a storm or flood, with urgent cases such as uninhabitable homes routed first. Why it matters: no abandoned calls on the day your reputation is made.
Adding a driver, a vehicle or a location, captured and held for underwriting rules. Why it matters: fast service without binding coverage by accident.
Outbound renewal reminders that explain what changed and why, with a retention specialist on hand for price objections. Why it matters: fewer surprised customers at renewal.
Payments taken with card data redacted, and lapse-risk reminders before a grace period ends. Why it matters: fewer policies lapse for a missed payment.
Proof of insurance, ID cards and certificates sent while the caller waits. Why it matters: the simplest request never waits in a queue.
Answers for intermediaries on appetite, forms and status from your approved knowledge. Why it matters: your distribution partners get a consistent answer at any hour.
| Criterion | Result | Weight |
|---|---|---|
| Safety check before intake | ✓ pass | |
| No coverage promise made | ✓ pass | |
| Next steps and timeline explained | partial | |
| Recording disclosed at open | ✓ pass |
Spine is designed to support state fair claims handling expectations, PCI DSS for premium payments, GLBA privacy, HIPAA where health information is involved and the UK Consumer Duty for insurers serving British policyholders.
FNOL intake, status updates, documents, payments and renewal reminders, including the surge after a catastrophe.
Coverage, settlements, complex policy changes and upset claimants move to a licensed person with the full intake on screen in LiveAssist.
NEQQO shows why policyholders call, where claims stall and which conversations put retention at risk.
Bring a line of business and your intake questions. We will simulate the call, the handover to an adjuster and the scorecard that checks it.