Industries · Insurance
Voice ops for the book you already write
For carriers, MGAs, agencies, and TPAs that measure persistency, claims cycle time, and CSR containment. Fluents runs renewal outreach, status resolution, and intake on contacts and policies you already write.
What you can improve
The metrics that show up in retention and claims ops reviews.
- Protect persistency on the book: Renewal and retention outreach on in-force policyholders with pacing, retries, and clear dispositions your retention team can act on.
- Contain policy and claims status volume: Routine claim and policy questions resolve via custom actions and APIs against systems you connect, so adjusters and CSRs focus on exceptions.
- Intake without losing the call: Capture FNOL-lite details, schedule inspections or callbacks, and escalate complex losses with context intact.
- Elastic capacity for seasonality: Open enrollment, storm surge, and campaign blitzes flex concurrent capacity without a permanent seat plan.
Common programs to start with
Most teams start with renewals or status, then expand to intake and triage.
Renewal & payment reminders
Multi-step voice + SMS on upcoming renewals, lapses, and payment due dates from your book extract.
Inbound / referred quote qualification
Work agency-referred or inbound quote requests through your underwriting and appointment script.
Claims and policy status
Stateful look-ups through the APIs and custom actions you connect so callers get an answer without a long hold.
Triage to the right queue
Route by LOB, urgency, or intent: billing, claims, agency support, or human specialist.
Why phone still moves the book
Lapse risk shows up on the phone. Storm and enrollment peaks swamp fixed CSR headcount. Status calls burn adjuster time that should go to complex losses. Cold dialer tools miss the mark when the work is servicing an existing book.
How it works with your team
Load approved book extracts, connect policy or claims look-ups where APIs allow, set calling windows and escalation rules, then track dispositions into your CRM. Compliance owners scope data handling and outreach consent per program.
How insurance teams usually start
Pick the program that protects persistency or clears the queue first.
- Usually start with renewals or status: Outbound renewal reminders on a book extract, or inbound status containment on a high-volume line.
- Connect look-ups as you go: Begin with scripted answers, then wire custom actions and APIs for live claim or policy state.
Controls you can expect
- Book-of-business execution: CRM or CSV of policyholders and claimants you already have permission to contact. Fluents runs the voice layer.
- Campaign controls retention teams expect: Contact windows, pacing, AMD, and DNC list handling for regulated outreach programs.
- Audit-friendly call artifacts: Recordings, transcripts, and dispositions for QA, compliance review, and carrier reporting packs.