AI Receptionist for Insurance & Financial Services: A Practical Guide
How insurance brokers and financial services firms use an AI receptionist to handle policy queries, first notification of loss and complaint routing without ever giving advice.
Updated
Insurance brokers and financial services firms handle calls that range from a routine renewal question to a client reporting a car accident or a burst pipe. These calls carry more risk than most, because anything that sounds like advice or a guarantee about cover can create a problem later.
An AI receptionist in this sector is used strictly for reception work: answering the phone, identifying what the caller needs, taking down first notification of loss details accurately, and routing policy or claims queries to the adviser or claims handler who holds the file. It never assesses whether a product suits a caller, never confirms cover is in place, and never gives an opinion on whether a claim will be paid.
Firms set this up because unanswered calls in this industry are not just lost business, they can mean a client is left without guidance during an accident or emergency. Getting the basic facts down quickly and passing them to the right person matters more here than in most sectors.
The calls this sector receives
Policy queries
Existing clients asking about renewal dates, premium amounts or what a policy covers.
First notification of loss
Clients reporting an accident, theft, fire or other incident and needing a claim started.
New enquiry calls
Prospective clients asking about getting a quote for insurance or a financial product.
Complaint calls
Clients unhappy with a claim outcome, a delay, or how they were treated, needing routing to the complaints process.
Document and admin requests
Requests for a copy of a policy schedule, a certificate, or proof of no claims discount.
Adviser appointment requests
Clients wanting to book a review meeting or call with their adviser.
What callers commonly ask
- What does my policy actually cover?
- I've just had an accident, what do I do?
- Why has my renewal premium gone up?
- Can I get a quote for buildings and contents insurance?
- I want to make a complaint about how my claim was handled.
- Can you send me a copy of my insurance certificate?
- Is my mortgage protection policy still active?
- Can I book a call with my financial adviser?
Information worth giving VoxHive
Products and services offered
Which types of insurance or financial products the firm arranges, so general enquiries can be routed correctly.
Claims reporting process
The exact information needed to start a first notification of loss, and who it goes to once logged.
Adviser and account handler assignments
Which adviser or handler looks after which client or policy, for accurate call routing.
Complaints procedure
How complaints are logged and who they are escalated to, in line with the firm's internal process.
Document request process
How copy documents such as certificates or schedules are issued, and any identity checks required first.
Typical workflows
First notification of loss capture
Caller's policy number, date and nature of the incident, and contact details are recorded accurately and sent straight to the claims team.
Enquiry routing to the right adviser
Caller's name and policy or account details are used to identify their adviser, and the call or message is routed to that person.
New business lead capture
Prospective client's details and the type of cover they are asking about are recorded and passed to the sales team for a callback.
Complaint logging and escalation
The nature of the complaint and the client's details are recorded exactly as described and passed to the person responsible for complaints handling.
What the receptionist should never attempt
- Never advise on whether a product or level of cover is suitable for the caller's circumstances.
- Never confirm whether a specific claim will be accepted, paid or at what value.
- Never confirm cover is in place for an incident that has already happened without checking with a human first.
- Never quote a premium or give a firm price for a new policy.
- Never discuss the details of one client's policy with another caller.
- Never attempt to resolve a complaint on the call, always log and route it.
Example calls
Client reporting a car accident
- Caller
- I've just been in a car accident, someone drove into the back of me, what do I do?
- VoxHive
- I'm sorry to hear that, first of all is everyone safe? I'll take the details now so our claims team can call you back straight away. Can I take your policy number and the date, time and location of the accident?
- Outcome
- Incident details logged accurately and passed immediately to the claims team as a first notification of loss.
Renewal premium query
- Caller
- My renewal came through and it's gone up a lot from last year, can you explain why?
- VoxHive
- I can't go through the pricing details myself, but I'll pass this straight to your adviser who can explain the renewal and go through your options. Can I confirm your policy number and the best number to reach you on?
- Outcome
- Query routed to the client's named adviser rather than answered directly.
Complaint about a delayed claim
- Caller
- I'm not happy, I've been waiting six weeks for my claim to be sorted and no one has called me back.
- VoxHive
- I'm sorry you've had that experience, I'll log this as a formal complaint now so it goes to the right person. Can I take your policy number and a summary of what's happened so far?
- Outcome
- Complaint logged with full detail and passed to the complaints handling process without the AI attempting to resolve it.
Frequently asked questions
Will the AI receptionist give advice on which policy to choose?
No, it never gives advice on product suitability, it only takes enquiry details and routes them to an adviser.
How is a claim reported if it comes in overnight or at a weekend?
The details are captured as first notification of loss and sent to the claims team following whichever urgent contact arrangement the firm has set up.
Can it tell a caller whether their claim will be paid?
No, decisions on claims are never made by the AI receptionist, only by the claims handler reviewing the case.
What happens if a client wants to make a complaint?
The complaint is logged in full detail and passed straight into the firm's complaints process, it is never resolved or dismissed on the call.
Related reading
Explore VoxHive's AI receptionist solution for insurance & financial services for pricing, features and how a setup is put together, or read how VoxHive works for different industries. If you are still weighing up options, our guides to AI receptionist costs in the UK and AI versus human receptionists cover the commercial side.
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