An AI voice agent for insurance agents: answer every call

These problems usually start with a call nobody took:

• Policy renewals lapse when nobody reminds clients. Client's health insurance expires on March 15th. Nobody sent a reminder. Policy lapses. Medical expense during gap = catastrophe.
• Claim process is confusing and stressful for clients. Client in an accident at 11 PM. Can't reach you. Doesn't know which documents to collect. WhatsApp claim guide helps immediately.
• Cross-sell opportunities missed at renewal time. Client renews car insurance. Perfect moment to offer health insurance top-up. Nobody asks because there's no system.

Customers call during claims — stressful moments — and want to speak to someone who knows their policy.

Customers asking when a policy expires or what premium is due, customers who need a document now, and customers calling from a hospital or an accident scene. Agents are often out meeting clients, and calls go unanswered.

Vajra, Reputoo's voice agent, runs the same workflows over the phone that the WhatsApp agent runs in chat:

1. Renewal reminders at 60, 30, 15, and 7 days — Automated WhatsApp sequence starts 60 days before expiry. Each message with payment link and personal message.
2. Claim initiation guide sent at time of need — Client sends "accident" or "hospitalised" keyword → instant step-by-step claim guide + contact sent.
3. Cross-sell at renewal (health → life, car → home) — After renewal confirmed, bot suggests complementary policy with personalised reason.
4. Annual portfolio review sent to each client — Yearly WhatsApp: "Your portfolio review — gaps in coverage." With schedule for call.

After each call the caller can get a WhatsApp message with the details, and staff see the call in the call log.

• 36 languages, switching to the caller's — useful where customers mix languages in one sentence.
• After hours it takes the booking or the message instead of letting the call ring out.
• Live transfer to a staff member when the caller asks for one or the call needs a person.
• Outbound calls for reminders and follow-ups, within the calling hours you set. Renewal reminders well ahead of expiry, premium-due messages, and claim updates as the claim moves.

What stays with your staff: Claim disputes, coverage advice and anything to do with a bereavement or hospitalisation need an agent.

A caller reporting an accident or hospitalisation is given the insurer's claim helpline immediately and transferred to the agent or marked urgent for a callback within minutes. The agent sends the claim document list to WhatsApp.

A monthly voice add-on of ₹1,999 (or $29) on top of your Reputoo plan, plus call minutes billed from a prepaid wallet at ₹4–12 a minute depending on the number and route.

Compare that with the cost of the calls going unanswered, or with the hours staff spend on routine calls, and decide from your own call volume.

• Coverage questions and product recommendations.
• Claim disputes.
• Complaints.

An agency taking 30 calls a day at about two minutes each uses around 60 minutes a day, roughly 1,800 a month. At ₹4–12 a minute from the prepaid wallet that is ₹7,200–₹21,600 a month in minutes, plus the ₹1,999 monthly add-on.

1. Load policies, documents, claim checklists and insurer helplines.
2. Set emergency transfer rules.
3. Test a renewal call, a document request and an emergency call.

Families call from hospital insurance desks. The agent gives the insurer's cashless steps and helpline, sends the e-card to WhatsApp, and marks the call urgent for the agent.

After an accident, the agent checks the caller is safe, gives the insurer's claim number, sends the claim steps and document list to WhatsApp, and alerts the agent.

Customers who missed a premium call worried. The agent explains the grace period as the policy defines it and sends the payment link to WhatsApp.

"I need my car insurance copy now" — the agent sends the policy document to the registered WhatsApp number within seconds.

Callers wanting new cover are asked what they want to insure and booked for a call with a licensed advisor, with a summary sent to WhatsApp.

The agent follows the caller's language — important when explaining claim steps to worried families.

Policy details are shared only with the policyholder or authorised family members. Callers asking about someone else's policy are offered a message to the policyholder.

Compare calls that rang out, renewals paid after a call, and emergency calls escalated within minutes, before and after.

Callers travelling soon ask for cover. The agent takes destination, dates and travellers, books an advisor callback for a quote, and reminds them to save the emergency helpline once the policy is issued.

Adult children call about their parents' policies. With the policyholder's recorded consent, the agent helps with renewals and claim steps; without it, it offers to contact the policyholder.

Customers call for claim updates. The agent reads the latest status from the tracker — documents received, surveyor assigned, approved, settled — and books an advisor call if it is stuck.

Customers often want the advisor who sold them the policy. The agent transfers when they are free or books a callback, noting the question.

Answer with the agency's name, say the caller is speaking to the agency's assistant, and end by confirming what happens next and what was sent to WhatsApp.

A calm, steady voice suits insurance, especially for claim calls. Review summaries and adjust wording so emergency steps are clear and quick.

For agencies working with several insurers, the agent reads the insurer for the caller's policy and gives that insurer's claim process and helpline, so no caller is sent to the wrong number.

Shop and office owners call about cover. The agent collects business type, location and what they want to protect, and books a licensed advisor.

Within the hours you set, the agent can call customers whose policy expires soon and who have not responded to reminders, give the renewal premium and send the link to WhatsApp.

A licensed advisor reviews call summaries weekly — emergencies, claim calls and coverage questions — and follows up where needed.

Customers call to add a family member or change details. The agent explains the process, sends a WhatsApp link to upload documents, and confirms when the insurer's endorsement arrives.

During a claim, customers call to ask what is still needed. The agent reads the claim checklist and sends the list of missing documents to WhatsApp.

Callers ask what a term in their policy means. The agent gives the general meaning from your glossary and books an advisor for how it applies to their policy.

Emergencies happen at night. The agent answers every call, gives the insurer's helpline and steps first, and alerts the on-call agent for urgent cases.

Customers whose motor policy lapsed call to renew. The agent explains the inspection requirement, sends a WhatsApp link for vehicle photos, and books the inspection.

In tax season, customers call for premium receipts. The agent sends the year's receipts to the registered WhatsApp number.

Employees under group policies call about their cover. The agent answers from the group policy — dependants, hospitals, claim steps — and passes enrolment changes to HR.

Customers with several policies can ask about all of them in one call — expiry dates, premiums, documents — and receive a combined summary on WhatsApp.

A caller unhappy about a claim is heard, their details recorded, and a senior advisor booked to call back and guide them through the insurer's grievance process.

Callers asking what a policy would cost hear published illustrations for their age and sum insured, clearly described as illustrations, and are booked for a licensed advisor's quote.

Many customers can only talk after work. The agent books advisor callbacks at times the caller chooses and confirms them on WhatsApp.