A claim reported at 2am gets the same intake as one reported at 2pm
Voxenrise runs first notice of loss, policy servicing and renewal teams for carriers, MGAs and independent agencies — named agents working inside your policy and claims systems, staffed to answer in under 20 seconds, around the clock.
76–82%
First-contact resolution in financial services and insurance
SQM Group, 2024
Controls on insurance accounts
- PCI-DSS
- SOC 2 Type II
- TCPA and Do Not Call
Insurance is judged at the moment something goes wrong
A policyholder calling about a burst pipe or a rear-end collision is not comparing premiums. They are finding out whether the promise they paid for was real. If that call reaches voicemail, or an agent who cannot say what happens next, the claim starts badly and the renewal is already at risk.
The operational problem is that losses do not follow your rota. Storms land at weekends, auto claims cluster on Friday nights, and a catastrophe event can multiply inbound volume within hours — while quote requests, certificate requests and billing questions keep arriving underneath it.
Voxenrise puts a named team on your lines that captures FNOL to your own intake schema, settles routine policy servicing on the first call, and works renewal and quote follow-up lists in the quieter hours. Your adjusters and producers open complete files instead of callback slips.
What we run for you
Six insurance workflows, staffed by named agents inside your own systems.
FNOL and claims intake
Loss details, parties, police report numbers and photos requested to your intake schema, then routed to the right adjuster queue with severity flagged.
Policy servicing
Address and vehicle changes, ID cards, certificates of insurance and billing questions handled on the first call, inside your policy administration system.
Renewals and retention
Pre-renewal outreach, lapse warnings and save conversations on cancellation calls, worked against lists you approve.
Quote follow-up
Abandoned online quotes and comparison-site leads called back while the prospect is still shopping, then handed to a licensed producer.
Agent and broker support
A dedicated line for appointed agents and brokers: submission status, document chasing and commission queries, so underwriters stay on exceptions.
After-hours and catastrophe overflow
Nights, weekends and CAT events covered by agents already trained on your products, with surge staff briefed from the same script.
Why Voxenrise for insurance
What changes when the team on your lines was built for this sector.
Answered while the loss is still happening
We staff to an answer speed under 20 seconds, 24/7. The industry average is 28 seconds, and a policyholder standing in a flooded kitchen counts every one of them.
A clear line around licensed work
Agents are trained on your products and terminology, and on the questions they must not answer. Coverage decisions and binding stay with your licensed staff, reached by warm transfer.
Premiums paid outside agent reach
Premium and deductible payments go to a PCI-compliant IVR while the agent stays on the line. Card numbers never reach an agent screen or a recording.
Scripts built from your claim forms
The FNOL script is written from your intake fields rather than a generic template, so the file your adjuster opens is the file they would have built themselves.
Surge capacity on standing terms
The shared pool absorbs catastrophe and renewal-season peaks on terms agreed in your contract, while your dedicated seats keep daily servicing steady.
Every call auditable
Recordings are kept 90 days by default for complaint and dispute review, and 5% of calls are QA-scored weekly against a rubric your claims lead approves.
From first call to a live insurance team
You hear live calls in week four, before the headcount scales.
Step 1. Discovery call
Week 1
Twenty minutes on volume, channels, hours and the compliance regime you work under.
We map your lines of business, FNOL fields, after-hours rules and which calls must reach a licensed producer or adjuster.
Step 2. Team build and script design
Weeks 2–3
We recruit against your profile, write the scripts with you and get system access approved.
Scripts are written from your claim and policy-change forms, and access to your policy and claims platforms is approved.
Step 3. Pilot with live QA
Week 4
A small team goes live. Every call is scored and the script is corrected daily.
The pilot usually starts on after-hours FNOL, where the gap is widest and the risk to your daytime team is lowest.
Step 4. Scale and report
Week 5 onward
Headcount rises to forecast. You get weekly numbers and a monthly service review.
Renewal and quote follow-up campaigns are added once intake QA is stable, and catastrophe surge procedures are rehearsed.
Insurance benchmarks
Published figures, each with its source. They are the yardstick, not claims about our own results.
You get answer speed, first-contact resolution, abandonment and CSAT every week, so the team on your account can be held against them.
| Metric | Published figure |
|---|---|
| First-contact resolution, insurance and financial services | 76–82%SQM Group, 2024 |
| Cost of insurance fraud in the US | $308.6 billion a year across all linesCoalition Against Insurance Fraud, 2022 |
| Responding to an online quote lead within an hour | Nearly 7× as likely to qualify it as responding an hour laterHarvard Business Review, “The Short Life of Online Sales Leads”, 2011 |
| Call abandonment | 2–5% healthy; above 8% signals understaffingBrightmetrics, Balto, ICMI, 2025–26 |
The controls that apply to insurance
Only the standards this sector is actually held to — what each one requires, and where we stand.
PCI-DSS
- What it requires
- Card data must be captured and stored inside a controlled environment.
- Where we stand
- Payments route to a PCI-compliant IVR. Agents never see a card number.
- On insurance accounts
- Premium payments and deductible collections route through the IVR. The agent confirms the outcome without hearing or seeing the card.
SOC 2 Type II
- What it requires
- An independent auditor tests your controls over months, not on one day.
- Where we stand
- Audit in progress, Q2 2027. Control evidence available on request.
- On insurance accounts
- Control evidence covering access to your policy and claims systems is available to your vendor-risk team before go-live.
TCPA and Do Not Call
- What it requires
- Marketing calls to consumers must respect the National Do Not Call Registry, stay inside permitted calling hours and hold consent for autodialled or prerecorded contact.
- Where we stand
- Outbound lists are scrubbed against the National DNC Registry and your internal list before every campaign, and calls are placed between 8am and 9pm in the recipient's local time.
- On insurance accounts
- Service calls to existing policyholders and marketing outreach for renewals or quotes run from separate lists, so consent rules are applied to the right one.
How you check our work
Judge a insurance team on evidence you can audit, not on a quote.
Sampled for quality. 5% of calls scored weekly against your rubric
Reported. Answer speed, FCR, abandonment and CSAT, every week
Audited by you. Recordings and scorecards open to your team
Reviewed. Monthly service review against the SLA in your contract
Insurance questions, answered
If yours is not here, it is a good first question for the call.
Insurance support, in depth
The workflows behind the service, and how each one is run.
First notice of loss, captured properly the first time
The first call sets the cost of the claim. An intake that misses the second vehicle's registration, the time of the loss or whether anyone was injured turns into three callbacks, a delayed inspection and a policyholder who feels ignored. Our FNOL scripts are built from your own claim form, field by field, so every mandatory item is asked in the order your adjusters need it and nothing is left to memory.
Safety comes before data. Agents confirm that the caller is safe and whether emergency services are needed, then move into the loss details. Severity indicators — injuries, uninhabitable property, commercial interruption — are flagged at intake so the file lands in the right queue. Inconsistencies are noted factually for your special investigations team; agents never accuse a caller or decide what is fraudulent.
Policy servicing without the backlog
Most insurance call volume is not claims. It is address changes, vehicles added and removed, ID card requests, certificates of insurance for landlords and lenders, and questions about why a premium changed. Each one is simple, and together they bury an in-house team. We handle them inside your policy administration system, on the first call, to the procedures you document.
Where a change affects rating or coverage, agents collect the details and route the endorsement to underwriting rather than guessing. Certificate requests are logged with the holder details so they can be issued the same day. The result is fewer repeat calls, and fewer emails into shared inboxes that nobody owns.
Renewals, retention and the cancellation call
Retention is decided before the renewal notice arrives. Outreach thirty to sixty days ahead gives a policyholder the chance to raise a price concern while there is still time to re-market or adjust cover, instead of discovering the increase on the bill. We run those campaigns against lists you approve and log every outcome back to the policy record.
Cancellation calls are handled as save conversations, within the offers you authorise. Agents find out why the customer is leaving, present the options you have approved and pass rating questions to a licensed producer. Lapse-warning calls on missed payments are made on your schedule, and payments go through the PCI-compliant IVR.
Quote follow-up and speed to lead
A consumer who abandons an online quote, or requests one through a comparison site, is usually shopping several carriers at once. Published research on online leads found that firms responding within an hour were nearly seven times as likely to qualify the lead as those responding an hour later. Every hour your quote leads wait is margin handed to a competitor.
We call quote leads back quickly, confirm what the prospect needs, answer the non-licensed questions and hand the conversation to your licensed producers — live where possible, or as a booked appointment with the notes attached. Outbound lists are scrubbed for Do Not Call before dialling, and consent is recorded against each lead.
Supporting agents, brokers and MGAs
Your distribution partners call too, and their calls are expensive to handle badly. An independent agent chasing a submission, a missing signature or a commission statement expects a quick answer, and when they cannot get one they place the next risk with someone else.
A dedicated agent-support line, staffed by people who know your appetite guides and submission process, answers status questions directly from your systems, chases outstanding documents and escalates underwriting questions with the context already written up. Underwriters spend their time on risk rather than on the phone.
Want to see how this maps onto your own insurance operation? Book a 20-minute call.
Related services
The inbound and outbound services insurance accounts combine most often.
- Inbound
Live answering
A named team answering as your company, on your script.
Answered in under 20 seconds, 24/7
- Outbound
Callbacks
Missed calls, abandoned carts and stale form fills, worked the same day.
Every missed contact called back within 2 hours
- Outbound
Telemarketing
Offer campaigns run against scrubbed, consent-checked lists.
DNC-scrubbed dialling with call recordings retained 90 days
- Inbound
Email support
Ticket queues worked to your tone guide and your macros.
Every ticket answered within 4 business hours
- Inbound
Lead qualification
We score every caller against your criteria before your team sees them.
Qualified or disqualified in one call, logged in your CRM
- Outbound
Appointment setting
We book qualified meetings straight into your reps' calendars.
Confirmed meetings with a reminder sequence attached
Tell us your claim volume. We will show you how 24/7 intake would run.
Share your lines of business, your peak hours and how after-hours calls are handled today. You get a staffing plan and the security brief — before anyone asks you for a contract.