AI Receptionist for Insurance Brokers

Yes. The AI follows your custom quote intake workflow, collecting the type of cover required (home, motor, business, professional indemnity, etc.), relevant details like property address, vehicle registration, business turnover, and current insurer. It captures the caller's contact details, preferred contact method, and urgency level. All information is delivered to your team in a structured format — either via email, CRM entry, or directly into your broking platform — so your advisers can prepare a quote without needing to call back for basic information.

The AI follows your claims intake protocol to capture essential first notification of loss (FNOL) details: policy number, date and nature of the incident, parties involved, and any immediate actions taken. For urgent claims like house fires, motor accidents, or business interruption, the AI can immediately escalate to your claims team or the relevant insurer's emergency line. It provides the claimant with their reference number and explains the next steps in the claims process, reducing anxiety and setting clear expectations.

The AI is configured to operate within your Australian Financial Services Licence (AFSL) obligations. It never provides personal financial advice, make coverage recommendations, or interpret policy terms — these require a licensed adviser. Instead, it captures enquiries, provides general information you have approved (such as your FSG details), and routes complex questions to your qualified team. All interactions are recorded and logged for compliance audit purposes, and the AI includes appropriate disclaimers as required by your compliance framework.

Absolutely. The AI can proactively call or respond to inbound calls about upcoming renewals, capturing whether the client wants to renew, review their cover, or explore alternatives. It can share renewal premium information if provided, note any changes in the client's circumstances that may affect their cover, and schedule a callback with their account manager for detailed discussions. This ensures no renewal falls through the cracks, which is critical for both revenue retention and your duty of care obligations.

Yes. The AI is trained on insurance terminology and can distinguish between personal lines (home, contents, motor, travel), commercial lines (public liability, professional indemnity, business interruption, workers compensation), and life/income protection enquiries. It routes each type to the appropriate team or adviser based on your internal structure. It also understands common insurance jargon callers use — "my excess", "third party claim", "certificate of currency" — and responds appropriately without confusion.

Making a claim is often stressful — callers may have experienced a car accident, home burglary, or business damage. The AI is configured with an empathetic, calm communication style for claims conversations. It acknowledges the situation, reassures the caller that their claim will be handled, collects necessary details methodically without rushing, and provides clear next steps. For high-severity situations, it prioritises immediate escalation to your team while keeping the caller informed about what is happening.

We integrate with major Australian broking platforms including Sunrise Exchange, Insight/EBM, Open GI, and SSP Pure Broking. The AI can create new client enquiries, log claims notifications, and update contact records directly in your system. For brokerages using generic CRMs like HubSpot or Salesforce, we push structured data into your pipeline with appropriate tags and assignment rules. If your platform has an API, we can likely connect to it within 48 hours of setup.

Natural disaster events like floods, bushfires, and storms cause massive spikes in insurance calls — often 10 to 20 times normal volume. Unlike human staff who are overwhelmed, the AI handles unlimited concurrent calls with zero wait time. During catastrophe events, you can activate a disaster response script that prioritises claims intake, provides emergency contact numbers (SES, emergency services), and captures FNOL details at scale. This is particularly valuable for regional brokerages that serve affected communities and cannot afford to be unreachable when clients need them most.