The call
Answered while the team is with someone else.
The claim notification is taken properly instead of going to voicemail.
Insurance brokers
A policyholder rings to report a claim while the team is busy. The phone still gets answered.
A broker's phone carries claim notifications, renewal questions and requests for claims numbers, often at the same time. The assistant answers, takes the details and leaves a written record for the team. It never says whether anything is covered, and it never notifies the insurer itself.
Tell us about the calls you get.
Say what your team answers all day and we will get back to you.
Calls like these, every week.
Each one is answered, and each ends with something your team can act on.
Example calls. A booking is made where a calendar is connected.
Example calls
Calls this week
- “I have had a water leak in the kitchen and I need to make a claim.”Claim notification recorded with the details, for your team to forwardTakes the details
- “My renewal has come through and I would like someone to talk it through.”Callback requested, with what they askedArranges the callback
- “What is the claims number for my home policy?”The insurer's own claims line, if you have given it oneAnswers the question
- “Can you add my son to my car policy?”Not answered on the call, recorded with the details for your teamTells your team
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One call, from the first ring.
An example call to Marlow Quay Insurance Brokers, to the note your team receives.
The record
Written down in the caller's own words.
Name, number, policy, what happened and when, ready for the team to read.
The next step
Recorded for the team to forward.
The notification waits in the dashboard, and the assistant has not sent it to the insurer.
Does it tell a caller whether something is covered?
No, never. It records what happened, in the caller's own words, and leaves the notification for your team. It does not say whether anything is covered.
Does it notify the insurer?
No. It records the notification for your team, who forward it. It never tells a caller the insurer has been told.
Can it give the insurer's claims number?
Only if you have given it one. It answers from the information you have provided, and it does not invent a number.
Does it handle the claim?
No. Claims handling stays with your team and the insurer. The assistant takes the details and records them for your team, nothing more.
Related reading
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