Insurance agency calls: how to handle quote requests and policy renewals
Sado AI team · · 4 min read
In short
In an insurance agency two kinds of calls bring the money: quote requests and policy renewals. Ask a caller who wants a price for 3–5 facts that depend on the product: for car insurance, for example, the model, year and number of drivers. Give the price from your table, or agree when the agent will call back with it. A few weeks before a policy ends, call the customer: will they renew, and what has changed? Promise nothing about claims by phone: the insurer decides under the contract.
What to ask a caller who wants a quote
A customer usually calls several agencies and picks the first one that gives a clear answer. Instead of a long form, ask only what changes the price:
| Product | What to ask |
|---|---|
| Compulsory car insurance | Car model and year, named drivers or unlimited, period |
| Comprehensive (KASKO) | Model, year, rough value, drivers’ experience, is the car on credit |
| Travel insurance | Country, dates, how many people and their ages |
| Home insurance | Flat or house, area, district, what’s covered: the building or belongings |
If you have a price table, give the price at once. If it’s calculated separately, tell the caller when and how (call or Telegram) you’ll answer, and answer at exactly that time.
Renewals: when to call
Customers often remember their policy is ending on the last day and go to whichever agency answers first. To keep them, call earlier. For example:
- 3–4 weeks before the end: offer to renew and ask what has changed — a new car, a new driver, a new address.
- 2 weeks before: call once more those who didn’t answer.
- 1 week before: remind those who agreed how to pay and get the policy.
- After the end: ask those who didn’t renew why — price or service. It helps next year.
Sado: Assalomu alaykum, this is Malika from Qalqon insurance agency. Dilshod, how are you?
Caller: Fine, thanks. What’s up?
Sado: The policy on your car ends on 28 November. Shall we renew it?
Caller: Yes, but I’ve changed cars: it’s a Tracker now, not the Cobalt.
Sado: I see. What year is the Tracker? Same drivers?
Caller: 2024. Same drivers: me and my wife.
Sado: Got it. Our agent will work out the new price and call this number before five today.
What not to say on the phone
- Promises like “they’ll definitely pay in that case”: the insurer decides on a claim under the contract.
- Guesses about which cover the caller needs: the agent explains the terms.
- Rough prices: only the price from the table or the agent’s quote.
- And never treat a claim call as an ordinary request: transfer it at once to the claims team or the staff member on duty.
What to track
- How many quote requests got an answer the same day, and how many became policies.
- Renewal rate: policies renewed ÷ policies that ended this month. For example, 120 policies ended in November and 78 were renewed: 78 ÷ 120 = 65%. These numbers are only an example.
- Why people didn’t renew: price, service, sold the car, another agency. Fix the most common reason first next month.
With an AI operator
Many people think about insurance in the evening, after work, when the agency is closed. Sado’s AI operator answers every incoming call at once, day and night, in Uzbek or Russian. It asks your questions and gives the price from your table. It doesn’t make up what it doesn’t know: it says the agent will call back and creates a task.
For renewals you upload the list of customers whose policies are ending as an Excel file in Auto-calls. The operator calls each one and notes the answer: renewing, thinking, what changed. Results are in the portal and Excel, and in Bitrix24 if you use it. More: AI for incoming calls and outbound calls. Try it live or call 78 778 01 23.
Questions
Does the AI operator sell the policy itself?
No. It collects the details, gives the price from your table and books a meeting or callback with the agent. The agent issues the policy.
What if a customer doesn’t want to talk to a robot?
By your rule the operator transfers the call to the agent’s phone. Asked “Are you a robot?”, it never claims to be human.
Where do we get policy end dates?
From your own records of policies sold. Put only your own customers on the list. Uzbekistan has a law on personal data: record only what’s needed.