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Closed officeAnswer forwarded calls when your regular agency team is unavailable.
After Hours Insurance Claims Calls With Clear Next Steps
After hours insurance claims calls need a clear route to help and a message for your agency. Your receptionist follows your safety and carrier instructions, then captures the request. Hear a fictional nighttime claim in the demo.
Give Nighttime Claims Callers a Next Step
Your receptionist answers forwarded claims calls after closing, directs urgent claims to the carrier's claims line first and leaves your agency a message. Safety scripts address immediate danger before agency follow-up.
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Carrier firstDirect urgent claims to the carrier's claims line before agency follow-up.
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Agency contextCapture the caller's account of the incident for your team's review.
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An after-hours claims conversation gives the caller a next step even when your agency office is closed. Your receptionist follows the instructions you set for urgent claims and takes a message so the team can follow up. It records what the caller says without deciding whether the loss is covered.
For a gas smell, CO alarm, sparks or burning smell, or flooding near electricity, the receptionist says: "get everyone out and call 911 or the utility from outside". For fire: "get everyone out first, then call 911 from outside". For a medical emergency or anyone in danger: "hang up and call 911 right now". It then alerts you. The service is not an emergency response service.
How a Claims Call Reaches Your Agency
The call begins with virtual assistant and recording notices. Your receptionist follows the safety instructions, directs urgent claims toward the carrier and captures a message with the urgency flagged.
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The receptionist establishes why the person is calling, then follows your claims instructions. You can tell it what incident details your agency needs and which carrier claims instructions to give. It takes the caller's description for the message rather than treating that description as a coverage determination.
If the call meets your urgency rules, your on-call person can receive a warm transfer. They hear a short summary and press 1 to accept the call. We also send an email and app push alert with the call summary, urgency tag, transcript and recording.
Clear greetingThe receptionist identifies itself and says the call is recorded.
Caller detailsGather a callback number and the caller's description of the loss.
Urgent routingUse your on-call order for a warm transfer or page.
Set Carrier Instructions and Your On-Call Order
You provide the claims directions, define urgency and choose who receives urgent calls. Forward after-hours calls to your receptionist and make a test call before putting those instructions into use.
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Claims directionsSupply the carrier claims information you want the receptionist to use.
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On-call orderChoose the people and sequence for urgent transfers or pages.
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Test callsCheck your nighttime instructions before forwarding calls from the agency.
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Your setup should make the nighttime route clear: what counts as urgent, what carrier claims instructions to give and who is available on call. The onboarding chat gathers your agency's hours and escalation choices. Use information you have checked when supplying the receptionist's directions.
Test a routine claims message and an urgent scenario before going live. Listen for the intended next step and check who receives the alert. You can update the instructions in plain words through the AI when your on-call arrangement or agency hours change. Read the forwarding overview for the setup sequence.
Claims Intake Does Not Decide Coverage
Your receptionist records a claims question for the agency without confirming coverage or promising a claim outcome. Coverage discussions stay with your licensed team, and urgent claims go to the carrier first.
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Claims intake creates a record of the caller's request for your team to review. The receptionist does not tell a caller that a loss is covered, predict a payment or approve a claim. A request for an urgent response is recorded and routed under your instructions.
Your agency should review the summary and use the transcript or recording when more context is needed. If the receptionist lacks an answer, it takes a message for follow-up. Keep your carrier directions current so the next step it gives reflects the information your agency has supplied.
Coverage questionsCapture what the caller asks without giving a coverage decision.
Claims outcomesTake the incident details without promising approval or payment.
Requested timingRecord when the caller wants contact without promising a callback time.
Listen to a Claim Reported at Night
The nighttime claims demo lets you hear a fictional loss report before setting up your agency. Check the greeting, the next step offered and how coverage questions stay with an agent.
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Describe an incidentUse a fictional loss in the nighttime claims scenario.
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Ask about coverageListen for a message to an agent without a decision.
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Assess the handoffCheck that the captured details support your agency's follow-up.
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Choose the claim reported at night scenario in the browser demo and use invented caller details. Describe what happened and ask what to do next. Then ask whether the loss is covered, so you can hear the boundary between taking a message and answering a policy question.
The demo business is fictional, and its directions illustrate the conversation rather than your agency's own carrier arrangements. Hear the nighttime scenario without signing up. Request a free trial for claims call handling to provide your claims instructions, escalation order and hours, then test them before forwarding live calls.
FAQ
What happens when someone reports a claim at night?
Once your agency's calls forward to it, the receptionist answers and follows your after-hours instructions. For urgent claims, it directs the caller to the carrier's claims line first, then takes a message for the agency. You receive an email and app push alert with the call details.
Can it transfer an urgent claims call to me?
Yes. You choose the on-call person and the order for urgent routing. With a warm transfer, the person hears a short summary and presses 1 to take the call. You can also choose a page, and the call record remains available in your dashboard.
Will callers know it is an AI receptionist, and does it record calls?
Yes. The greeting identifies the receptionist as a virtual assistant and tells the caller the call is recorded. Both notices are included at the start of each call and cannot be switched off. Your agency receives a transcript and recording alongside the summary for later review.
What if a claims caller asks whether the loss is covered?
The receptionist records the question and incident details for your licensed agent without answering yes or no about coverage. It does not approve claims or promise payment. Your team can review the caller's message, transcript and recording before responding to the policy question.
Can I try the nighttime claims conversation before paying?
Yes. The browser demo needs no signup and includes a claim reported at night for a fictional agency. Use invented details to test the conversation. For a free trial, a card is required before forwarding your real agency calls goes live.
Hear How a Nighttime Claims Call Is Handled
Try a fictional claims call in the browser demo. Request a free trial afterward to set your agency's carrier directions and on-call instructions.