insurance

Insurance Answering Service That Keeps Producers Selling

Nobody files a claim on a good day. Callnovo answers certificate requests, ID card and billing calls for your agency, takes a clean first notice of loss, and hands anything that needs a licensed judgment back to your team — in English and Spanish.

The short version: AI voice is US$0.15 a minute and live agents start at US$650 a month for 1,500 minutes. Routine requests are collected under your instructions; a person handles first notice of loss and sensitive calls. Coverage, quoting and binding decisions stay with authorized staff.

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An advisor going through documents with clients

how it plays out

A certificate request during a sales call.

Phone Spanish

“I just had a car accident”

First notice of loss goes to a person, and the claim goes to the carrier.

A live agent takes the call and first confirms whether anyone is hurt
Collects date, location, what happened, other parties and police report number
Does not say what the policy covers
Sends the notice to the agency and, where the agency wants it, to the carrier’s claim line

First notice recorded carrier handles the claim

Email French

“What does my policy actually cover?”

A coverage question is a licensed question.

AI recognizes a coverage question and does not answer it
Records the question and the policy number
Books a callback with a licensed agent at the agency
Tells the client who will call and when

Callback booked no coverage opinion given

Live Chat English

“My premium went up and I don’t know why”

A rate question is a retention conversation for a producer.

AI reads back the renewal date and premium on file
Does not explain the rating factors or offer discounts
Routes the client to a producer the same day
Logs the reason the client gave for calling

Producer callback booked retention stays with the agency

WhatsApp Portuguese

“I need to add my new car to my policy”

Endorsement requests are intake; quoting and binding stay with a licensed agent.

AI collects the VIN, vehicle details, drivers and requested start date
Checks the details are complete
Sends the request to the agency’s service queue
Tells the client the agency will confirm the change and any premium

Change request submitted no quote or binding by us

the team behind it

Who protects your producers from service calls.

real members of the global team

Service Support for Insurance Agencies

Certificate, ID card and billing request intake under your approved instructions
First notice of loss collected in the carrier’s format
Coverage, quoting and binding questions routed to your licensed staff

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep service intake separate from the decision that follows.

Certificate requests, ID card requests and billing inquiries can interrupt a producer while a prospect is waiting to discuss a new policy. The first task is to identify the request and capture enough information for the right person to act.

Use approved instructions for routine intake and route coverage questions or policy decisions to authorized staff. A certificate request is not an issued certificate, and a policy-change request is not confirmation that coverage has changed.

Distinguish a service request from a completed policy action. The record should identify what the caller requested, the information collected, the authorized person who must review it and the next contact. An intake record does not itself issue a certificate, change coverage or approve a claim.

Where HeroDash is used, custom fields can separate request category, review status and the next responsible person. Limit access to the records needed for the agreed task, and test what happens when information is missing. Your agency defines who can approve and execute the next action.

For ongoing document preparation and follow-up, assess our insurance administrative virtual assistant scope. Use that page to assess recurring administrative tasks. Licensed advice, quoting, binding and claim decisions remain with your authorized professionals.

where AI should not be

The calls we will not put a bot on.

First notice of loss

Somebody who has just had an accident is shaken and often at the roadside. That call needs a person who can slow down, confirm nobody is hurt, and collect what the carrier will need — not a system asking them to state their policy number clearly.

Anything that sounds like a coverage question

"Am I covered for this?" has one correct answer from an answering service: the agent will confirm. Coverage opinions given on the phone become errors-and-omissions exposure, and we train that line hard.

A client threatening to shop the policy

Somebody calling about a rate increase is halfway to a comparison quote. That is a retention conversation and it reaches a producer while it is still winnable.

Commercial new business

A commercial prospect is worth many times a personal-lines call and expects to talk to somebody who can actually engage. A person takes it, qualifies it against your appetite, and books your producer.

what comes off the call

A first notice of loss you can act on.

The claim call is the one that decides whether a client renews. These come off every one, written down and timestamped:

Client name, policy number and callback number
Line of business — auto, home, commercial, workers' comp
Date, time and location of the loss
What happened, in the client's own words
Whether anyone was injured, and whether emergency services attended

Other parties, vehicles, and their insurance details where known
Police report number if one was taken
Whether the property or vehicle is drivable, secure, or needs immediate protection
The service action requested, without treating it as an approved policy change
The authorized reviewer, current request status and next follow-up

It reaches you and, where you want it, goes straight to the carrier's claim line. The client remembers who answered on the worst day of their year — that call is your renewal.

what it costs

Published rates, so you can do the arithmetic first.

Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.

Option	Published price	Per minute	What it's for
Dedicated agent	from US$5.80	per hour, per agent	Your management system, your appetite, one team that knows your carriers
AI voice	US$0.15	per minute	Certificates, ID cards, billing questions, policy-change intake
Web chat	US$0.15	per session	Website and portal requests that arrive after hours
Live shared team	from US$650 / month	includes 1,500 min → ≈ US$0.43/min	First notice of loss, evenings and weekends

Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.

Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.

who takes which call

Route by the cost of getting it wrong.

Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.

The call	Route to	Cost of getting it wrong
Certificate of insurance request	AI	A producer's morning spent issuing certificates
ID card, billing date, payment confirmation	AI	An annoyed client
Adding a vehicle or a driver — intake only	AI	A slower endorsement
A client who just had an accident	Human	A renewal, decided on the worst day of their year
"Am I covered for this?"	Human	An errors-and-omissions exposure created on the phone
A client asking about a rate increase	Human	A policy that gets shopped this week

setup

Five days to put the right person on it.

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

your existing software

It goes into your system, with a record of who said what.

We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.

when we're the wrong choice

Three cases where you should hire someone else.

You want licensed agents quoting on the phone. We take service requests, qualify new business and collect first notice of loss. We do not quote, bind, advise on coverage or discuss what a policy includes. If you need licensed producers answering, that is a hire.
You want us inside your carrier portals. We can work inside your agency management system where you give us access. Carrier portals, binding authority and anything requiring a licence stay on your side of the line.
You are a one-producer agency with a quiet phone. If you handle your own service calls between appointments and it is working, an answering service is solving a problem you do not have yet. Revisit it when certificates start eating your mornings.

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

How do you handle certificate-of-insurance requests?

We collect the request and supporting details under your approved instructions, then route it to the person authorized to review and issue the certificate. Additional insured requests, coverage changes and anything requiring a coverage judgment go to your authorized team. Access to an agency system is not, by itself, authority to issue a certificate.

Will your agents discuss coverage?

No. "Am I covered for this?" gets one answer: the agent will confirm and call back. Coverage opinions from an unlicensed person create errors-and-omissions exposure for your agency, so that line is absolute regardless of how simple the question sounds.

How does an administrative assistant differ from insurance answering coverage?

Answering coverage receives and routes incoming requests. An administrative assistant role is scoped around recurring document preparation, record updates and follow-up under approved instructions. Coverage advice, quoting, binding and claim decisions remain with authorized professionals; system access and permitted tasks are reviewed before work begins.

compliance

Workflow Controls

Complaints logged with a timestamp and routed to your agency
Customer communications follow your approved policies and escalation rules
HIPAA-aligned handling for health insurance inquiries
Documented handoffs and audit trails within your approved workflow

also worth reading

start

Review your insurance service intake and handoff

Bring a redacted service request and your approval rules. We will discuss the information to collect, access needed and who decides the next action.

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