VoIP Solutions for Insurance

TCPA compliance is an act that sets standards as to how businesses should communicate with their customers through telephones, including limiting automatic dialling of calls to cellphones with prior consent, setting time restrictions on outgoing calls, and mandatory compliance with the Do Not Call list. Insurance companies are among the most common defendants of TCPA lawsuits due to their high number of outgoing calls. A TCPA-compliant VoIP system integrates these requirements into the process of dialling itself.

Voicemail drop gives an opportunity for the agent to pre-record the message and then leave that message by simply clicking the button when a voicemail greeting begins. The best insurance voicemail drop message includes the name and company of the agent, the reason for calling—for example, getting a quote or renewing a policy—and the telephone number where customers can reach the agent back, and it is no longer than 30 seconds. Agents who try out two or three versions of a message will always have a better response rate from one of those messages.

Absolutely. Cloud-based VoIP is much cheaper than one would expect from this kind of equipment for an independent agent. Typically, it starts at $20-40 per month per user. Such a plan will include not only full functionality—business number, mobile app, transcription of voicemails, and call recording—but also provide a lot of value—such as a virtual receptionist or professional caller ID—that is important for client acquisition.

Insurance claims departments can leverage VoIP solutions to minimize the waiting time for their clients, using skills-based routing to ensure that the client gets connected to the proper specialist during the first attempt; call back and virtual queue options to avoid holding the policyholder on the line; automated updates via SMS/outbound call regarding the progress of their claim; and even call recording to ensure that there will be proof of all conversations.

Mandatory call recording policies for insurance companies differ from one state to another as well as from one line of business to another. In some cases, insurers are required to record and store conversations regarding claim decision-making or other issues. Though call recording might not be mandatory, most insurance companies still choose to record their calls out of precaution in case of future disputes and for monitoring and training purposes. VoIP software that has an automated call recording feature, secure cloud storage of recorded calls, and other options will easily help with that.

VoIP technology has been developed specifically for distributed implementation. Within 30 minutes, a new remote agent can get his own business number, extension, and mobile access to the system. When implementing VoIP for 10-50 agents in a distributed insurance agency, the whole implementation process will take two to four weeks. There will be nothing to deliver to individual sites, and there won’t be any coordination with local telecommunication providers.

Yes. By attributing a unique phone number to each source of leads, each marketing channel, or each specific campaign, you will be able to monitor which sources yield the incoming calls, which conversion rates are achieved from these calls to quoted policies, and what is the average duration of the call per source. As a result, your agency or carrier will be able to direct its marketing budget to those sources that yield the highest quality of leads, not just the highest quantity of leads.