> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getsmartalex.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI voice agents for insurance

> SmartAlex is an AI phone agent for insurance agencies and brokers. It qualifies inbound quote requests, captures details, books callbacks with a licensed agent, and handles first notice of loss intake, with a compliance-aware handoff for anything that needs a license.

SmartAlex gives insurance agencies and brokers an AI phone agent that answers every inbound quote request, qualifies the caller, captures the details your producers need, and books a callback with a licensed agent, so no premium walks to a competitor while your team is already on another call.

Insurance is a phone business. Quote shoppers call three or four agencies in an afternoon and buy from whoever picks up and moves fast. Renewals, endorsements, and losses all arrive by phone, often after hours, and a missed call is a missed policy or a claimant left waiting. An AI phone agent for insurance answers on the first ring, every hour of the day, and turns raw calls into structured, ready-to-work records for your producers and claims team.

## Why insurance teams choose SmartAlex

<CardGroup cols={2}>
  <Card title="Answer every quote call" icon="phone-volume">
    Inbound quote requests are answered instantly, day or night, so a shopper never reaches voicemail and calls the next agency.
  </Card>

  <Card title="Clean, structured intake" icon="clipboard-list">
    The agent asks the right questions per line of business and writes a complete lead into your CRM, so producers stop re-gathering basics.
  </Card>

  <Card title="Callbacks that stick" icon="calendar-check">
    Callers are offered real open slots on a producer's calendar and get a confirmed callback with a licensed agent.
  </Card>

  <Card title="Compliance-aware by design" icon="shield-halved">
    The agent gathers information and routes. It does not give advice or bind coverage, and it hands off anything that needs a license to a person.
  </Card>
</CardGroup>

## Insurance lead qualification with AI

Insurance lead qualification AI is only useful if the handoff is clean. SmartAlex asks the questions a producer would ask, confirms answers back to the caller, and files a structured record so nothing is re-collected on the callback.

### 1. Qualify inbound quote requests

The agent identifies the line of business and captures what a producer needs to rate and route the opportunity:

* Personal lines: auto, home, renters, umbrella, life
* Commercial lines: general liability, commercial auto, workers comp, property, BOP
* Coverage sought, current carrier, renewal or effective date, and prior coverage
* Contact details and best time for a callback

<Note>
  The agent qualifies and captures. It does not quote a binding premium or confirm eligibility. Rating and binding stay with a licensed agent.
</Note>

### 2. Capture details for a clean handoff

Every call produces a structured lead written straight into your connected CRM through the built-in Create lead tool. You can enrich the record with line-specific detail: drivers and vehicles for auto, property characteristics for home, payroll and class codes for commercial. If you run an agency management system, connect it through Custom HTTP Tools or the MCP server so records land where your team already works.

### 3. Book callbacks with a licensed agent

When a caller wants to speak to a producer, the agent checks live availability and locks in a time rather than promising a vague "someone will call you back".

<Steps>
  <Step title="Check availability">
    The agent reads the producer's connected calendar for genuine open slots.
  </Step>

  <Step title="Offer and confirm">
    It offers two or three times, confirms the caller's choice, and reads it back.
  </Step>

  <Step title="Create the callback">
    A callback is scheduled and the lead is filed, so the producer opens a complete record, not a blank one.
  </Step>

  <Step title="Notify the producer">
    The assigned agent is alerted by email, SMS, or a message in your team channel.
  </Step>
</Steps>

If a licensed agent is free right now, the agent can warm transfer instead: it announces the caller and the reason before connecting, so the producer picks up in context.

### 4. First notice of loss intake and routing

For claims, the agent runs a calm, structured first notice of loss (FNOL) intake and routes it to the right place:

* Policyholder name and policy number
* Date, time, and location of the incident
* Type of loss and a plain description of what happened
* Whether anyone was injured and whether other parties or vehicles were involved
* Callback number and preferred contact method

<Warning>
  Emergencies come first. If the caller reports injuries, fire, or an active hazard, the agent instructs them to contact emergency services and escalates to a human line immediately rather than continuing a standard intake.
</Warning>

Once the intake is complete, the agent creates a claim record and routes it to your claims team or the on-call adjuster, so the file is open and assigned before your team is back at their desks.

### 5. After-hours and overflow coverage

Point your main line, a dedicated quote line, or overflow calls at the agent. Evenings, weekends, and lunch-hour spikes are covered without adding headcount, and callers get a real conversation instead of a voicemail box.

### 6. Follow-up and outbound

Quote shoppers who did not answer, renewals coming due, and stalled applications can be worked with outbound follow-up calls and multi-step sequences. Outbound campaigns are available with the Outbound Campaigns add-on (\$49/month on Professional, included on Enterprise).

## Compliance and human handoff

Insurance is a licensed, regulated business, and the agent is built to stay inside those lines.

<Warning>
  The agent never gives insurance advice, never confirms eligibility, and never binds or alters coverage. It collects information, answers general questions from your approved knowledge base, and hands off to a licensed agent for anything that requires a license. Binding, advice, and coverage decisions always sit with a person.
</Warning>

You control exactly what the agent can and cannot say through its knowledge base and instructions, so it stays on message and on script. On the security side, SmartAlex runs SOC 2-aligned policies and is working toward SOC 2 Type II readiness. Voice quality comes from curated, high-accuracy speech, language, and voice models, kept abstracted, so callers get a clear, natural conversation without your team managing any of it.

## Example call flow

```mermaid theme={null}
flowchart TD
  A[Inbound call answered instantly] --> B{Reason for the call}
  B -->|New quote| C[Qualify line of business, capture details and contact]
  B -->|New loss or claim| D[FNOL intake: policy, incident, contact]
  B -->|Injury or active hazard| E[Direct to emergency services, escalate to human line]
  C --> F{Licensed agent available now}
  F -->|Yes| G[Warm transfer to producer]
  F -->|No| H[Book callback and file lead in CRM]
  D --> I[Create claim record, route to claims team or adjuster]
  G --> J[Person handles advice and binding]
  H --> J
  I --> J
```

## Sample agent prompt

```text theme={null}
You are the front-desk agent for Harbor Insurance Group, an independent agency.
Your job is to greet callers warmly, find out why they are calling, and either
qualify a quote request or take a first notice of loss. You capture information
and route it. You do not give insurance advice, quote binding premiums, confirm
eligibility, or bind coverage.

For new quote requests:
- Ask which type of coverage they need (auto, home, renters, life, or commercial).
- Capture their name, phone number, email, current carrier, and renewal date.
- Ask the line-specific basics a producer needs.
- Offer a callback with a licensed producer, or warm transfer if one is available.

For a claim or new loss:
- Stay calm and reassuring.
- If anyone is injured or there is an active hazard, tell them to contact
  emergency services first, then escalate to a human immediately.
- Otherwise collect the policy number, date, time, and location of the incident,
  a short description, injuries, and other parties involved.
- Confirm the details back, create the claim record, and tell them a claims
  specialist will follow up.

Never promise a price or coverage outcome. For anything requiring a license,
book a callback or transfer to a licensed agent. Always read important details
back to confirm accuracy.
```

## ROI and results

<CardGroup cols={2}>
  <Card title="No missed quote requests" icon="phone-volume">
    Every shopper reaches a live conversation, so leads that used to go to voicemail become worked opportunities.
  </Card>

  <Card title="Faster first notice of loss" icon="clipboard-list">
    Losses are intaked and routed the moment they come in, so claims open and get assigned without delay.
  </Card>

  <Card title="Producers focus on binding" icon="user-plus">
    Your licensed team spends time advising and closing, not answering the phone and re-typing basics.
  </Card>

  <Card title="Coverage after hours" icon="headset">
    Nights and weekends are handled without extra staff, so callers are served whenever they reach out.
  </Card>
</CardGroup>

## Plans and add-ons

The Professional plan is \$99/month and includes 250 minutes, a phone number, and one AI agent, with a 7-day free trial. Outbound follow-up campaigns add the Outbound Campaigns add-on at \$49/month, and connecting the agent to your own systems with Custom HTTP Tools uses the Power Tools add-on at \$29/month. Enterprise includes all add-ons with custom minute volumes and enterprise controls. See [pricing](/pricing) for the full breakdown and current usage rates.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can the AI agent give insurance advice or quote a price?">
    No. The agent qualifies callers, captures details, and answers general questions from your approved knowledge base. It does not give advice, quote a binding premium, or bind coverage. Anything that requires a license is booked as a callback with, or transferred to, a licensed agent.
  </Accordion>

  <Accordion title="How does it handle a first notice of loss?">
    It runs a structured intake (policy number, incident details, injuries, other parties), confirms the details back to the caller, creates a claim record, and routes it to your claims team or on-call adjuster. If a caller reports injuries or an active hazard, it directs them to emergency services and escalates to a human line right away.
  </Accordion>

  <Accordion title="Can it connect to our agency management system or CRM?">
    Yes. Leads and claims can be written into your connected CRM, and you can wire the agent to your agency management system or carrier portals using Custom HTTP Tools or the MCP server. A public REST API and TypeScript SDK are in private beta; contact support for early access.
  </Accordion>

  <Accordion title="Does it work after hours and during call spikes?">
    Yes. Point your main line, a dedicated quote line, or overflow calls at the agent and it answers instantly at any hour, including evenings, weekends, and busy renewal periods.
  </Accordion>

  <Accordion title="Is our data handled securely?">
    SmartAlex runs SOC 2-aligned policies and is working toward SOC 2 Type II readiness, with role-based access and per-tenant isolation. You control exactly what the agent can say through its instructions and knowledge base.
  </Accordion>
</AccordionGroup>

## Get started

Point a number at your first agent, load your lines of business and callback rules, and let it start qualifying quote requests and taking losses today. Your producers stay focused on advising and binding while the agent covers the phone.

<Card title="Try SmartAlex for insurance" icon="phone" href="https://getsmartalex.com">
  Build an AI phone agent for your agency in minutes and test it with a live call in your browser.
</Card>

## Related

<CardGroup cols={2}>
  <Card title="Agent tools" icon="wrench" href="/essentials/agent-tools">
    Transfers, callbacks, lead capture, and the other tools your insurance agent uses on a call.
  </Card>

  <Card title="Callbacks" icon="calendar-check" href="/essentials/callbacks">
    How the agent books a confirmed callback with a licensed producer.
  </Card>

  <Card title="Legal use case" icon="scale-balanced" href="/use-cases/legal">
    See how another regulated, compliance-first practice uses SmartAlex.
  </Card>

  <Card title="What is an AI receptionist" icon="headset" href="/guides/what-is-ai-receptionist">
    The foundations of AI voice answering, qualification, and routing.
  </Card>
</CardGroup>