Voice-based insurance claims intake

AI voice agents handle first notice of loss (FNOL) calls for insurance carriers—collecting claim details, verifying policy information, and creating claims in the system without hold times or after-hours gaps.

Problem

Policyholders filing claims often face long hold times, especially after weather events or during off-hours. Manual intake is slow and error-prone—adjusters spend time collecting basic information instead of assessing claims. High call volumes during catastrophe events overwhelm staff.

Solution

The AI voice agent answers FNOL calls 24/7, asks structured questions to collect incident details (date, location, damage description, injuries), verifies policy status in real time, and creates the claim record in the claims management system. For complex or emotional calls, it transfers to a live adjuster with full context. During catastrophe events, it scales instantly without staffing constraints.

Benefits

Zero hold time for claimants—every call answered immediately
Claims created in the system during the call, not hours later
Consistent data collection reduces downstream rework by 40%
Infinite scalability during catastrophe events

How to get started

1
Configure claims intake flow
Map the FNOL questionnaire for each line of business (auto, home, commercial). Define required fields, verification steps, and escalation triggers for complex claims.
2
Integrate with claims system
Connect to your claims management platform (Guidewire, Duck Creek, etc.) so the agent creates claims records in real time. Map fields and set up policy verification against your admin system.
3
Deploy and monitor
Launch on your claims phone line. Monitor completion rates, escalation reasons, and claimant satisfaction. Refine the conversational flow based on common caller questions and edge cases.

Recommended tools

Bland AI, Parloa, Replicant. See the full list on the AI Voice Agent pillar page.

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Solution

How to get started

Configure claims intake flow

Map the FNOL questionnaire for each line of business (auto, home, commercial). Define required fields, verification steps, and escalation triggers for complex claims.

Integrate with claims system

Connect to your claims management platform (Guidewire, Duck Creek, etc.) so the agent creates claims records in real time. Map fields and set up policy verification against your admin system.

Deploy and monitor

Launch on your claims phone line. Monitor completion rates, escalation reasons, and claimant satisfaction. Refine the conversational flow based on common caller questions and edge cases.