How to take an insurance claim call: what to record in the first conversation
Sado AI team · · 5 min read
In short
When someone calls about an insurance claim, first ask if everyone is safe: if anyone is hurt, tell them to call 103. Then record, in order: who is calling, the policy number or insured person, what happened, when and where, who was involved, whether the police were called, and a callback number. Don’t promise “we’ll pay” or name amounts: the claims specialist decides. Tell the customer the next step and when you’ll call. An AI voice operator can take these calls, at night too.
Safety first, paperwork second
People call their insurer right after a crash, a flood from upstairs or a theft, still shaken. The first question: is everyone safe? If anyone is hurt, tell them to call 103; for a fire, 101; for a theft, 102. The insurance details can wait. Speak calmly and slowly: the caller will answer more clearly.
8 things to record on the first call
| What | Why |
|---|---|
| Name and callback number | The specialist calls this exact person |
| Policy number or insured person’s name | To find the contract |
| Type: car, home, health, cargo | To route the claim to the right team |
| What happened, in the caller’s words | A short description |
| When and where | Date, time, address or landmark |
| Who was involved | Another car, neighbours, witnesses |
| Were the police or traffic police called | For the document the company’s rules require |
| What the caller has | Photos, video, a report: so you can say where to send them |
Ask one question at a time. No policy number? A full name or the car’s plate is enough to find the contract.
What not to promise on the phone
- Don’t say “this is covered” or “we’ll pay”. The decision comes after the contract and documents are checked.
- Don’t name an amount, not even roughly.
- Don’t discuss who’s at fault or give legal advice: that’s for the specialist or a lawyer.
- Don’t blame the caller: “why didn’t you call earlier?”
- Don’t invent deadlines. Give the one in the company’s rules, or a concrete next step: “A specialist will call you tomorrow before ten.”
The only thing to promise on the phone is the next step: who calls, when, and which documents will be needed.
Sample call: a crash at night
Sado: Assalomu alaykum, Qalqon Sug‘urta, this is Malika. I’m listening.
Caller: Someone just hit my car. My comprehensive cover is with you.
Sado: First of all, are you all right? Is anyone in the car hurt?
Caller: No, we’re all fine. The bumper and a headlight are smashed. I don’t remember the policy number.
Sado: That’s fine, we’ll find it by your name. Where and when did it happen? Have you called the traffic police?
Caller: Ravshan Qodirov. Just now, around eleven, in Chilonzor. The traffic police are on their way.
Sado: Noted. Get the document from the police and photograph the car from every side. Our specialist will call you tomorrow before ten.
Caller: Thank you, I’ll wait.
The operator didn’t ask who was at fault or say “we’ll pay”. But the specialist has it all in one record: who, when, where, what’s damaged, police called.
Nights and weekends
Crashes and floods don’t wait for office hours, and an insurer that doesn’t answer at night loses trust that night. Three rules:
- Answer every call and record the claim. In the morning the specialist reviews these first.
- Name an on-duty person for urgent cases, for example injuries or a large damaged cargo. Such calls go straight to them.
- Give the customer an exact time, and call back on time.
How an AI operator takes insurance calls
An AI operator for incoming calls answers every call at once, day and night, with no queue. It speaks in your company’s name, asks your questions and fills the answers into separate fields: name, phone, type, date, address. It makes no coverage decisions: for anything it doesn’t know, it says a specialist will call and creates a task.
Each call’s recording, transcript and short summary are in the portal. The call card with the recording can also go to your company’s Telegram group, so the on-duty person doesn’t wait for morning. In Bitrix24 the call card arrives and a lead or deal is created. By your rule, an urgent call is transferred to a staff member’s phone.
Pricing and setup: FAQ. Try it live or call 78 778 01 23.
Questions
Can the AI operator tell a customer “we’ll pay”?
No. It speaks only from the facts the company gave: documents needed, hours, the next step. The specialist gives the coverage decision after checking the contract and documents.
How does the customer send photos and documents?
The operator talks by phone and doesn’t receive files. It tells the caller the company’s rule, for example a Telegram number, an email address or the office address.
Should callers be told the call is recorded?
The operator can say so at the start of the call; it’s a setting. Uzbekistan has a law on personal data: ask only for what you need, and ask a lawyer if in doubt.