AI phone assistant for insurance brokers
A claim and a quote sound identical for ten seconds. Tel-Agent asks the one question that separates them and routes accordingly.
- Policy number
- Claim or quote
- Date of loss
Why an insurance broker's phone needs sorting before it is answered
A broker's calls divide cleanly into two piles with completely different urgency: somebody who has had something happen, and somebody who wants a price. The first has a clock on it and the second does not - and they sound identical for the first ten seconds.
How the AI receptionist handles a broker's call
It answers and asks whether this is a claim or an enquiry.
For a claim it takes the policy number and the date of loss.
It records what happened in the caller's own words, briefly.
For an enquiry it takes what cover is wanted and a callback time.
The two piles arrive already separated, so the claims are read first.
What the agent is told to ask
Written by you, in your own words, as the assistant’s instructions.
What an insurance phone assistant should and should not say
What it does
- Separates claims from enquiries at the first question
- Takes the policy number and the date of loss
- Records the account of what happened, unedited
- Puts claims at the top of the list automatically
- Keeps policy data on the broker's own machine
What it never does
- Say whether something is covered
- Estimate a settlement or a premium
- Accept or acknowledge a claim on the broker's behalf
- Advise on what a policyholder should do next
- Send claim details to any third-party server
Questions
What is the one question that matters?
Whether this is a claim or an enquiry. A claim has a clock on it and a quote request does not, and the two sound identical for the first ten seconds of a call. Asking it first sorts the list before anybody reads it.
Why does it ask for the date of loss?
Because a claim reported today about something that happened three weeks ago is a different conversation from one that happened this morning. Deadlines, evidence and what can still be done all change with it.
Does it give advice on cover?
No. It takes the policy number and the facts, and a broker answers. Anything that sounds like advice about what is or is not covered is a transfer.
Does it take claim details?
It takes the policy number, the date of loss and a short account of what happened. It does not acknowledge the claim, assess it, or tell the caller what will happen next - those are the broker's words, not an assistant's.
Can it quote a premium?
No. It records what cover is wanted and a callback time. Quoting is regulated advice in most markets, and an assistant guessing at a premium is a problem no lead is worth.
What about calls at the weekend?
Claims do not wait for Monday, and a claim reported three days late is a harder claim. Answering out of hours and getting the date of loss recorded is most of what the caller needs from that first call.
Does the EU AI Act allow an AI to answer a claim notification?
Yes, under Article 50 of Regulation 2024/1689, which asks that the caller be told they are speaking to a machine - that line belongs in the greeting you configure. Annex III is explicit here: risk assessment and pricing for life and health insurance is a high-risk use. The distinction the Act draws is between assisting and deciding, and this agent assists: it never rates a risk, prices a policy or forms a view on a claim. Austria's KI-Servicestelle at RTR publishes the same reading of the transparency duty.
Who is the data controller for what a caller to an insurance broker says on the phone?
You are. A claim notification is financial detail and often health detail with it, and Tel-Agent is self-hosted with your own model keys, so the recording, the transcript and the record it writes stay on your server and never reach Dpro GmbH. There is no processor agreement to sign with us because we never receive the data, and the source is AGPL-3.0, so you can check that rather than take our word for it.
Can an insurance broker run this in the United States?
There is no single federal AI statute to comply with, but a phone line carries older rules. State regulators treat automated adverse decisions carefully, and the TCPA governs automated outbound calls. Consent to record is set state by state, and California and Illinois among others want every party to agree. Running the software yourself makes you the caller of record, so the disclosure and the recording switch are yours to set.
Not usable yet. The day it answers a real call will be a release, not a newsletter.
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