Insurance
It's 12:40. The desk is at lunch and the phone has never been busier.
It gets it in front of a licensed person.
It picks up at the hour you are thinnest, takes down the loss report, the change request and the certificate chase word for word — and refuses, every single time, to say whether anything is covered.
Free for 14 days. No card needed.
“I picked up a second van this morning. Can you stick it on the policy before I drive it?”
Takes the request down the way he says it, puts a time on it, tells him plainly that nothing is on cover until a licensed person adds it with the carrier — and pages that person while he is still on the line.
It's 12:40. The desk is at lunch and the phone has never been busier.
Their words
Say it the way your callers say it, and watch what it reaches for
The agent has fourteen tools. It has the same fourteen on every one of these pages — what changes with your trade is which one a sentence lands on, and how much of the job is done by the time it puts the phone down.
It hears
“am I covered if my mate drives it”
It reaches for
transfer_call
A coverage question. It doesn't answer it, doesn't soften it, doesn't guess — it gets a licensed person.
The words on those chips are the trade’s, not ours: dec page, binder, endorsement, FNOL, loss run, ACORD 25. Get one of them wrong on the phone and the person on the other end knows within a sentence.
Run it
Every line on the job card came from a second you can point at
One call, on a rail. Drag it forward and it fills in. Drag it back and it comes apart — the slot empties, the tool leaves the log, and the confirmation un-writes itself.
Agent
Whitmarsh Insurance — you're through to the answering assistant. I'm not a licensed agent, so I take the details and get them to one. What can I get down for you?
Tools it ran
- Nothing yet — it is still listening.
File note
- Request, verbatim
- Vehicle — VIN read back
- Alerted
- On the file
A timestamped request on the file, in his own words, and Yolanda reading it before he had hung up. Nothing is on cover until she says so — and Hollis has that in a text with the time on it.
Played back in 14 seconds, or listen to the whole call (1:37) at its own pace. The clock on the rail keeps the written call’s time.
Build this agentThe wall
It will not tell a caller what their policy covers
Lean on it. The words change as the caller pushes; the answer does not. Push all the way and the only thing that gives is that it stops arguing and fetches a person.
Pressure 1 of 4
Caller
“Quick one — am I covered for a rental while it's in the shop?”
Agent
That's a coverage question and I'm not licensed to answer it. Yolanda is, and she's your producer — let me get her.
A caller who asks a coverage question twice is put through to a licensed person. Twice is the rule, so it never has to weigh up whether the second ask was serious.
The relay
The licensed producer on the account, or whoever you marked for escalation knows in 6 seconds
Some calls stop being service calls the moment they open: anyone hurt on a loss report, a fire or a total loss, a solicitor's letter or a subpoena, a caller who is distressed or can't follow the conversation, and anything that sounds like a complaint — because a complaint soothed and not logged is a breach, not a save.
0.0s
The caller is still talking. They never hear a hold, and they are never told to ring back.
Your rules
It starts briefed for your trade. The brief is yours to change.
Your trade decides what it knows on day one. You decide the rest — and every line you change shows up in how the next call goes, not in a settings page nobody reads.
Any coverage question goes to a licensed person on the first ask
It stops asking clarifying questions and hands over the moment the word 'covered' appears, rather than waiting for the second ask.
Out of hours, take the loss report as well as giving the claims line
At 2am it reads out the carrier's 24-hour claims number and then takes the loss down itself, so your file has it before Monday instead of nobody's.
In renewal season, book straight into my diary
Off. The call goes ahead without it.
Same agent, your vocabulary. The trade seeds the prompt; everything after that is yours, and you can read the whole of it in the dashboard rather than guessing at what it was told.
Go live
A number of its own, briefed for your trade, this afternoon
Everything on this page works on some plan. Here is exactly which, so nothing you just watched turns out to be behind a wall you did not know about.
On any plan
Nothing to connect beyond saving a contact and adding your documents.
- Puts the caller through to a person
- Tells your team, during the call
- Takes a message, in the caller's words
- Answers questions from your own documents
- Writes down the details you asked for
Starter — $49 a month
Needs a text-capable number on your account.
- Texts the caller a confirmation
Pro — $249 a month
Needs Google Calendar connected. Until it is, these calls become messages instead.
- Reads your real diary before it offers anything
- Finds an existing booking to change
Your agent gets a new number; we cannot port your existing one, so the new number sits alongside your line and you forward to it when you are ready. Local numbers only — no mobile or toll-free yet.
What you just proved
Six claims. You operated the ones that are filled in.
- Three kinds of call come in, and it knows which is whichTry it
- It understands how your callers actually talkTry it
- Every line on the paperwork came from a second of the callTry it
- It will not say the thing that would land you in troubleTry it
- When it can't finish a call, a person knows while the caller is still thereTry it
- The brief is yours to changeTry it
The one we did not demonstrate
About one call in five goes unanswered in office hours
Our figure, not a study. Our estimate, and worth saying why it is only that: no broker association publishes a missed-call rate for this trade, and the figures circulating online — 39%, 22%, 47% — trace back to answering-service vendors' own blogs citing nothing, so we are not printing them. Ours comes from the shape of the day. The peak hour is the lunch hour, because policyholders ring their broker on the only free hour they have; the person who can lawfully answer is on hold with an underwriter or fifteen minutes into a carrier portal that does not survive an interruption; and one first notice of loss occupies the only trained person for twenty minutes while everyone behind it gets voicemail. Renewal batches and the week after a hailstorm push it past 40%. Out of hours is a separate and much larger claim — evenings and weekends are exactly when people buy cars and crash them. Two weeks of call detail off your phone bill settles it in either direction, and we would rather you checked than took one in five on our word.
About $40 for each call you get back
Our figure, not a study. Our arithmetic, deliberately pessimistic, and built so you can take it apart line by line. Roughly one recovered call in seven is somebody asking for a price. Put a $2,200 auto policy behind that — the lowest of the three 2026 averages cited below — and assume the agency keeps about an eighth of it in year one and a tenth on each renewal, over a four-year life. We are attributing those two percentages to nobody: a commission schedule is a private contract between an agency and its carriers and none of them publish it, so if yours is fifteen and twelve then the number moves and you should move it. One inbound price-shopper in five actually buys. That is most of the $40. Another one in ten is a household halfway out the door over a rate rise: count a household as the car plus the house, so roughly double that renewal commission for every year it stays, allow two saved years, assume the conversation works a third of the time — and then halve the whole path anyway, because by then it is three guesses stacked on one another. The remaining three-quarters — certificates, ID cards, payments, questions — we count at zero, which is plainly wrong, and it is the direction we would rather be wrong in. The real money is inside that zero: “coverage not procured” is about 30% of agency E&O claims, and the fact pattern is almost always a message. Do not multiply any of this by your call volume. A total we print for you is a number nobody checked.
- The largest single cause of agency E&O claims is cover that was asked for and never put on.
- Swiss Re Corporate Solutions claims data, reported in IA Magazine, 2021-03. Agency errors-and-omissions claims handled by Swiss Re Corporate Solutions: “coverage not procured” is roughly 30% of all of them, with no other cause above 10%. Swiss Re underwrites the agency E&O policies these claims were made against, so it is describing its own book.
- A US full-coverage auto policy runs somewhere between $2,200 and $2,900 a year, depending on whose average you read.
- Insurify, read against ValuePenguin and Experian, 2026. Three national annual averages for full coverage published in 2026: Insurify $2,241, ValuePenguin about $2,496, Experian $2,922. They disagree by $681 because they are not counting the same population — marketplace quotes are not policies in force. We used the lowest of the three. All three publish the figure beside a comparison tool they are paid on, and a higher average makes shopping around look more worthwhile.
Questions
What insurance owners ask first
If that thing tells someone they're covered when they're not, it's my licence and my E&O on the line — not yours. And half my book is seventy and wants Debbie.
Correct objection, and an owner in this trade who didn't raise it would be the one to worry about. On liability: it never says covered. Not softly, not “probably”, not “that should be fine”. It is scoped to exactly what an unlicensed hire on your front desk may already do — answer, identify, take the details, take the loss report, book with the licensed person, and say plainly that it can't answer that and is getting Yolanda. Coverage, price and bind are hard stops in the system prompt that route to a human, not judgement calls it makes on the fly. It also has nothing to leak: no policy record reaches this phone, so the worst it can do with a coverage question is refuse it. And it writes a timestamped transcript to the file. Your worst documentation exposure today is a voicemail nobody transcribed and nobody returned, which is the exact fact pattern behind the largest category of agency E&O claims; this makes that record better, not worse. On Debbie: it isn't replacing her, it's what picks up while she's on hold with the carrier, keyed into a portal, or at lunch during your busiest hour of the day. Anyone who asks for her by name is put through without being asked what it's about. When she's out, the caller hears when her diary is next free, and her name is on a note she reads that afternoon — which is more than a voicemail box has ever managed.
Can it add a vehicle or a driver? That's half my phone.
It can take the request; it cannot make the change. It writes down what was asked for verbatim, puts a time against it, tells the caller out loud that nothing is on cover until a licensed person puts it on with the carrier, and pages that person while the caller is still on the line. It never binds, never backdates, and never lets someone hang up believing their cover changed. What you end up with is the thing your E&O carrier wishes you had: a transcript with a time on it.
What does it actually say to “am I covered?”
The same sentence every time: it is not able to answer that, and it is getting someone who can. Not yes, not no, and specifically not “that should be fine” or “that's normally included”, which are the answers that cause the trouble. Worth being exact about why it is safe, though, because it is not willpower: there is no customer record in this product. No declarations page, no policy file, no in-force flag, nothing keyed to the caller's number. It could not read your policy out if a caller begged it to, which rules out the failure everyone actually fears — a machine half-reading a dec page and getting it confidently wrong.
Does it quote?
No, and there is no version of this where it does. Quoting a premium is unlicensed activity in plain terms in most US states, and a machine cannot hold a producer licence. It is scoped to what an unlicensed employee may already do in your office: take the risk details, take the current carrier and expiry date, and put a quote appointment in the producer's diary.
What about a first notice of loss at two in the morning?
It reads your carrier's 24-hour claims number off your own documents, and then takes the loss report itself — date, time, place, the other vehicle and its insurer, the report number — untidied and unsummarised, because that record may be read in a coverage or fraud investigation later. Anyone hurt, a fire, a total loss: that stops being a phone call and pages a person.
These calls carry licence numbers, dates of birth, sometimes injuries. Where does that sit?
In the call record attached to the customer, in our database in Ireland (eu-west-1), and not only there. A recording, when calls are recorded, stays with the provider that captured it, as does any copy a voice provider keeps of the call. Twilio and ElevenLabs keep theirs in the United States; we have not confirmed Cartesia's country. It is worth being blunt about the comparison: the thing it replaces is a voicemail box nobody transcribed, on a handset in a shared office, holding the same data with none of the record. Recording consent is a setting, because two-party-consent states and UK PECR are not the same rule, and the greeting changes when you turn it on.
Start
Put it on your insurance line
Fourteen days free, no card. Point your calls at it when you are ready, and take them back the moment you are not.
It answers on the first ring and tells the caller it is an assistant.
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