How an Insurance Agency Automated Policy Renewals and Claims Intake
A 15-agent insurance agency deployed voice AI for inbound claims intake and outbound renewal campaigns, reducing policy lapses by 40% while routing complex claims directly to licensed agents.
About A Regional Insurance Agency
This independent insurance agency handles auto, home, and commercial policies for over 8,000 clients across the region. With 15 licensed agents and 4 support staff, they pride themselves on personalized service—but their phone system couldn't keep up with seasonal renewal surges and after-hours claims calls.
The Challenge
Renewal season was chaos. The team couldn't reach every client before policies lapsed, and after-hours claims calls went to voicemail—exactly when clients needed help most.
- Policy renewal campaigns relied on manual outbound calls—agents only reached 30% of clients before expiration dates
- After-hours claims calls (accidents, water damage, break-ins) went to voicemail, delaying critical first-notice-of-loss reporting
- Agents spent 2+ hours daily on routine calls: policy questions, payment due dates, coverage confirmations
- No systematic way to triage claims by severity—a fender bender got the same response time as a house fire
- Spanish-speaking clients waited for the one bilingual agent, creating bottlenecks and delayed responses
- Zero visibility into call patterns: which policies generated the most inquiries? When did claims spike?
The Solution
The agency deployed Arbol voice agents for both inbound service calls and outbound renewal campaigns—with intelligent transfer rules routing complex claims to licensed agents.
An inbound agent handles policy inquiries 24/7 in English and Spanish, answering questions about coverage, payment dates, and policy details from the knowledge base
First-notice-of-loss calls are triaged by type: the agent collects incident details (date, location, description, injuries) and extracts them as conversation properties for the claims file
Transfer rules route calls intelligently: auto accidents with injuries go immediately to a licensed agent; property damage claims after hours get scheduled callbacks
Batch outbound campaigns contact clients 30 days and 7 days before policy expiration, confirming renewal intent and offering callback scheduling for policy reviews
The campaign dashboard tracks every renewal call: contacted, confirmed, requested callback, unreachable—giving agents a prioritized follow-up list
All conversations are transcribed with the client's policy number, claim details, and contact preferences automatically extracted for CRM integration
Implementation
3 daysPolicy Knowledge Base Setup
Uploaded coverage documents, FAQ responses, and policy details for the AI to reference during calls
Claims Intake Flow Design
Built conversation flows for auto claims, property claims, and general inquiries—each extracting specific information as contact properties
Transfer Rules Configuration
Defined routing logic: injury claims → immediate transfer; property damage → scheduled callback; routine questions → AI handles completely
Renewal Campaign Setup
Created outbound campaign templates with 30-day and 7-day scripts, confirmation options, and callback scheduling
Calendar Integration
Connected agent calendars for policy review appointments booked directly from renewal calls
Testing & Refinement
Ran test calls across claim types and renewal scenarios, refining transfer conditions based on agent feedback
The Results
The impact on policy retention was measurable within the first renewal cycle.
Policy lapse rate dropped 40% in the first quarter—the agency retained clients who would have simply let coverage expire. After-hours claims intake meant clients got help when they needed it most, improving satisfaction scores significantly. The transfer rules proved critical: injury claims reached licensed agents within seconds, while routine calls never interrupted agent workflow. The renewal campaign dashboard revealed that 7-day reminder calls had 3x higher confirmation rates than 30-day calls—insight that reshaped their entire renewal strategy. Agents report spending their time on actual insurance work instead of phone tag.
Before
- 30% of clients reached before policy expiration
- After-hours claims went to voicemail
- All claims treated with same priority
- Agents spent 2+ hours on routine calls
- No visibility into call or renewal patterns
After
- 92% contact rate through automated renewal campaigns
- 24/7 claims intake with severity-based routing
- Injury claims transferred immediately; others triaged appropriately
- AI handles routine inquiries; agents focus on complex cases
- Dashboard shows campaign performance and call analytics
Key Takeaways
Outbound renewal campaigns dramatically reduce policy lapses when timing and contact rate improve
Claims intake requires intelligent triage—severity determines whether AI handles or transfers
Transfer rules with full context ensure licensed agents have everything they need before speaking
Campaign dashboards reveal patterns (like optimal reminder timing) that improve strategy over time
24/7 availability for claims builds client trust during their most stressful moments
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