The AI Voice Agent that takes the quote call, or the FNOL — at any hour.

Captures full quote intake or FNOL details, attaches to the policy in your AMS or CRM, and scales infinitely during CAT events. SOC2, A2P 10DLC, native bilingual.

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The shift

In insurance, the carrier that picks up first keeps the policyholder.

Quote shoppers call three agencies. CAT events spike volume 10x overnight. State regulators count every minute. Phone responsiveness isn't customer service — it's compliance, retention, and revenue at the same time.

The competition 3–8

carriers a quote shopper calls simultaneously

Insurance leads are typically sold to multiple carriers at once. The first to respond wins the conversation — everyone else competes on price after.

Apten Speed-to-Lead Benchmarks 2026

The CAT spike 10–50x

FNOL volume surge in 48 hours after a major event

Hurricane, freeze, hail. Volume goes vertical and stays vertical. State regulators expect 24-hour acknowledgment and 48-hour first contact, or fines start at $10,000.

Regure, Florida OIR 2025

The off-hours problem ~31%

of FNOL contacts arrive outside business hours

Accidents don't keep banker's hours. Policyholders calling after a fender-bender at 9 PM expect someone to pick up. Most carriers route to voicemail.

Strada FNOL Automation Guide 2026

Aloware scales infinitely under load — answers every quote call, captures full FNOL details, attaches to the policy in your CRM, and meets state-mandated response windows. In any language. At any hour. At any volume.

How it works

How it works.

Step 01

The call comes in — claim, quote, COI, or renewal.

The agent identifies the call type from how the caller describes the matter and runs the right intake flow. Existing insured? Looked up in your AMS. New caller? Captured as a lead.

Claim Quote COI Renewal AMS lookup

Step 02

The agent runs the work.

FNOL intake (date and location of loss, type, parties, police report, witnesses, damage description, injuries). Quote qualification (state, line, prior coverage, claims history). COI request capture (certificate holder, additional insured, contract requirements, deadline). Renewal review (current premium, coverage changes, retention conversation). Document collection mid-call via SMS upload links — photos of damage, ID, police reports, repair estimates, ACORD forms.

FNOL Quote qualification COI capture Renewal review Doc upload via SMS

Step 03

Everything lands in your AMS.

Claim record opened in Applied Epic, AMS360, EZLynx, HawkSoft, or NowCerts. Quote prospect created in AgencyZoom or your CRM. COI request flagged for issuance. Renewal review queued for the right producer. Recording, transcript, and AI summary attached to the contact and policy record. Producer calendar booked when needed.

Applied Epic AMS360 EZLynx HawkSoft NowCerts Producer booking

What the agent handles for agencies and carriers

24/7 FNOL intake — including the CAT event.

Hailstorms, named windstorms, wildfire evacuations, freezes — when a CAT event hits, your normal call routing breaks. The agent doesn't get overwhelmed. It picks up call 1, call 50, and call 500 the same way, runs the same intake, and queues each claim to your adjuster team or carrier portal.

Line-specific intake scripts.

Auto, home, renters, life, BOP, GL, workers comp, professional liability, cyber. The agent asks line-relevant questions on a line-relevant call — auto FNOL gets driver and police report fields, home FNOL gets damage type and contractor questions, WC FNOL gets injury and OSHA-reportable flags.

Quote request qualification and routing.

State, line, target effective date, prior coverage and carrier, claims history, basic property or vehicle info, current premium pain (the "why are you shopping" question). Disqualifies non-jurisdictional callers and tags out-of-appetite risks. Books with the right producer based on line and territory.

Certificate of insurance (COI) requests.

Existing customer needs a COI for a landlord, lender, contract, or vendor. The agent captures certificate holder details, additional-insured language, special endorsement requests, and deadline — and routes to your COI processor. High-volume, low-margin work that drains your CSRs.

Renewal review and retention saves.

Outbound calling 30–60 days before renewal. Walks through premium changes, coverage review, opportunities to add or drop, retention save when the renewal jumped. Books with the producer for substantive policy changes or rewrites.

Premium payment reminders and billing inquiries.

Outbound on past-due lists, clear payment options, transfer to billing for substantive issues. Inbound on "where do I pay" calls — the cheapest, highest-volume call type your office gets.

Claim status updates for existing claimants.

"Where's my claim, when's the adjuster coming, when do I get paid." The agent looks up status from your claims system, communicates updates clearly, and schedules adjuster callbacks when the answer requires one.

Document collection mid-call.

While on the call, the agent sends a secure SMS upload link. Photos of vehicle damage, ID, police report, declarations page, ACORD forms, repair estimates, receipts — uploaded from the customer's phone, attached to the claim record in your AMS or claims platform before the call ends.

Multilingual claims and policy support — 35 languages.

P&C call centers in California, Texas, Florida, New York, New Jersey, Illinois, and dozens of other markets serve a meaningful share of policyholders whose first language isn't English. Same FNOL depth in Spanish, Mandarin, Vietnamese, Tagalog, Korean, Russian, Portuguese, Arabic.

Live transfer when severity requires it.

Total-loss auto, fatality on a claim, large commercial loss, fire with displacement — the agent reads severity and warm-transfers to your on-call adjuster or producer with the full intake summary already loaded.

New-policy onboarding and welcome calls.

Outbound to newly-bound policies — confirming coverage understanding, reviewing key endorsements, scheduling annual review. Reduces first-year cancellations.

The compliance line

The compliance line — producer licensing, TCPA, GLBA, state recording laws

No quoting rates, binding coverage, or issuing policy.

The agent gathers facts, qualifies, schedules, and collects documents. It does not quote premiums, bind coverage, or issue policy — those are licensed-producer activities and they stay with your licensed staff. State producer-licensing rules stay intact.
No claims adjudication.

The agent takes the FNOL — date, location, parties, damage description, supporting documents. It does not adjudicate, deny, or accept liability on a claim. Adjuster work stays with adjusters.
TCPA compliance for outbound.

DNC scrubbing, calling-hour restrictions (no outbound calls before 8am or after 9pm caller-local), opt-out handling, A2P 10DLC registration for SMS. Especially load-bearing for renewal-retention and past-due-billing campaigns.
State-specific recording and consent.

Two-party-consent jurisdictions (California, Florida, Pennsylvania, Massachusetts, etc.) get explicit consent prompts at call start. One-party-consent jurisdictions get the standard recorded-notice. Recording, transcript, and AI summary log to the policy and claim record.
GLBA and customer privacy.

Aloware's PII redaction in transcripts, role-based access in the dashboard, and SOC2-certified handling are aligned with the privacy framework P&C agencies are already running under GLBA.
Not for health insurance.

Aloware is not HIPAA compliant. Health and Medicare lines are out of scope — for those workflows, use a HIPAA-compliant system. P&C, life, commercial, and specialty lines are fine.

Built into the agency-management stack you already run

Native into Applied Epic, AMS360, EZLynx, HawkSoft — the claim, quote, COI, and renewal record lands where your CSR is already looking.

Native integrations with the AMS your agency runs on. Applied Epic, AMS360, EZLynx, HawkSoft, NowCerts, AgencyZoom, Better Agency — direct integration. Claim records, quote prospects, COI requests, renewal queues, and call activity log live, not on overnight batch sync.
Plus the general CRMs larger agencies and carriers run alongside. HubSpot, Salesforce (including Financial Services Cloud), Pipedrive, Zoho, GoHighLevel.
Pickup stack working underneath. NumberGuard prevents your outbound numbers from getting flagged as spam — a real risk on renewal-retention dialing. Branded Calling shows your agency name on the policyholder's screen. Local Presence matches outbound area code to the policyholder's market — relevant for multi-state agencies.
Same compliance posture across the platform. SOC2 certified, A2P 10DLC registered, DNC management, PII redaction in transcripts.
One bill, same rate. 10 cents per minute, whether the agent is taking a 3am FNOL or your CSR is calling a renewal back.

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The lines it earns its keep in

Personal auto.

FNOL volume is the heavy lift — accidents happen at all hours. Quote-shopping qualification when rates jump. Multilingual intake non-negotiable in most metros.

Homeowners and renters.

CAT-event surge handling is the make-or-break. Storm damage, fire, theft, water damage. Document collection mid-call is critical (photos of damage, contractor estimates, police reports).

Life.

Quote qualification, beneficiary updates, application document collection, scheduling with licensed life producers.

Commercial — BOP, GL, WC, professional, cyber.

COI requests at high volume. Audit-call handling. Loss-run requests. Renewal-review scheduling with the right commercial producer.

Specialty — flood, umbrella, classic auto, marine, motorcycle.

Standard quote qualification with the specialty fields each line requires (flood elevation cert, classic car appraisal, vessel survey).

Health and Medicare.

Out of scope — Aloware is not HIPAA compliant. Use a HIPAA-compliant system for health-insurance workflows.

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Questions teams ask before switching

Will the agent quote rates or bind coverage?

No. Producer licensing rules stay intact. The agent qualifies the prospect, captures the data, and books the appointment with your licensed producer. Quoting, binding, and issuance stay with the human producer.

Can it handle FNOL during a CAT event when call volume explodes?

Yes — that's the highest-leverage use case. Concurrent call handling means call 500 gets the same intake quality as call 1. The agent runs the FNOL, collects supporting documents, and queues the claim record to your adjuster team or carrier portal without your CSRs getting buried.

Which AMS systems does it integrate with?

Applied Epic, AMS360, EZLynx, HawkSoft, NowCerts, AgencyZoom, and Better Agency are native. Plus HubSpot, Salesforce (including Financial Services Cloud), Pipedrive, Zoho, and GoHighLevel for agencies running general CRMs alongside.

How does it handle line-specific intake?

Different scripts for auto, home, renters, life, BOP, GL, workers comp, professional, cyber, flood, and specialty lines. The agent identifies the line from the caller's description and runs the right intake — auto FNOL gets driver/police-report fields, home gets damage-type/contractor fields, WC gets injury and OSHA-reportable flags.

Can it collect documents during the call?

Yes. The agent sends a secure SMS upload link mid-call. Photos of damage, ID, police report, repair estimates, declarations page, ACORD forms, receipts — uploaded from the customer's phone, attached to the claim or policy record before the call ends.

Does it support Spanish and other languages?

Yes — 35 languages with mid-call switching. Especially load-bearing in California, Texas, Florida, New York, New Jersey, Illinois, and any market where your book skews bilingual.

Is it HIPAA compliant for health insurance?

No. Aloware is SOC2 certified and A2P 10DLC registered, but not HIPAA compliant. Health and Medicare lines are out of scope. For those workflows, use a HIPAA-compliant system. P&C, life, commercial, and specialty lines are fine.

Can it handle renewal-retention calls?

Yes. Outbound calling 30–60 days before renewal — premium-change communication, coverage review, retention conversation, save offers within your authorized scope, and substantive-rewrite booking with the producer when the call goes that direction.

What about COI requests?

The agent captures certificate-holder details, additional-insured language, special endorsement requests, and deadline, and routes to your COI processor. High volume, low margin, perfect for AI handling.

Does it stay TCPA compliant on outbound campaigns?

Yes. DNC scrubbing, calling-hour restrictions (no outbound calls before 8am or after 9pm caller-local), opt-out handling, A2P 10DLC registration for SMS, consent logging. Two-party-consent state requirements are handled with explicit prompts.

How long does setup take?

Most agencies have a working agent live the same day. Configure the line-specific scripts, connect Applied Epic or AMS360, set CAT-event call routing, and you're picking up. The first one to two weeks is for refining intake based on actual call recordings — and is where the biggest quality lift comes from.

See it take a 3am FNOL.

Book a 15-minute demo and we'll wire up your AMS, your line-specific intake, and your producer routing. Run a real after-hours FNOL call live — the kind your office is going to miss tonight at 11pm — and watch the claim record land in Applied Epic or AMS360 before the demo ends.

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