Industries › Insurance
VOCPhone for Insurance
Every claim call arrives on the worst day of somebody's year.
Nobody rings an insurer casually. They ring after a crash, a fire, a break in or a flood, and how quickly a human answers is the single thing they will remember about your business forever.
Safety checked first, then a complete first notification
Keep every number you already advertise
We own and run the network, so uptime is ours to fix
Australian owned, hosted and supported, 15+ years in market
Claim lodged · callback committed
Mon 9:10am
Your claims line09:10
Consultant on a storm damage claimCareful work that cannot be rushed.engaged
New claim, tree through a roofDistressed, and second in the queue.16s36s55s74slost
New business quote enquiryComparing three brokers this morning.06s14s22s31slost
One claim handled. One client distressed, one policy lost.
Said out loud in every claims team
You have said at least four of these this quarter
These are retention and reputation problems that arrive down a phone line at the worst possible time.
01
Weather events break every roster
A single storm produces weeks of volume in a day. You cannot hire for it and you cannot predict it.
Capacity that scales instantly with the event, not with your headcount.
02
Distressed callers should never hold
The person whose house is damaged is least able to tolerate a queue, and most likely to leave.
Answered on the first ring, every time, with a calm Australian voice.
03
Most claim calls start with the same twelve questions
Policy number, date of loss, what happened, is anyone hurt, is the property secure. Structured, repeatable, and currently done by your most experienced people.
Captured completely, so consultants start from a full picture.
04
New business dies in the claims queue
One line, one queue, and your growth channel sits behind your service channel.
Separate queues, so quotes never wait behind claims.
05
After hours claims go to an answering service
Which takes a name and a number and nothing else, and the client explains it all again tomorrow.
A complete first notification of loss taken at 2am, ready for morning.
06
Nobody can prove what was said
Disputes about what was disclosed or promised on a call are expensive and hard to resolve.
Every call recorded, transcribed and summarised against the policy.
Watch one get handled
2:30am after a storm. The claim is already lodged.
This is the call that used to reach an after hours answering service. Here it is answered by a VOCPhone AI phone agent, from what you told it about your business.
It sounds like it is from here. Genuine Australian accents, calm and unhurried, not a call centre.
It knows your process, not the policy wording. How to lodge, what information is needed, and what happens next. It does not decide coverage, by design.
It takes a full first notification. So your consultant starts from a complete picture instead of a name and number.
It escalates emergencies immediately. Anyone injured or in danger is directed to emergency services first, always.
VPVOCPhone AI Agent Inbound · 00:57LIVE
AgentYou have called Aldridge Insurance. I can help you lodge a claim. First, is anybody injured or in immediate danger?
PolicyholderNo, nobody is hurt. But a tree has come through the roof of our back room and water is coming in.
AgentI am glad everyone is safe. I will get this lodged now. Can I take your policy number, or your full name and address?
PolicyholderFiona Sarkis, 8 Renwick Street, Coburg.
AgentThank you Fiona. Is the property secure enough to stay in tonight, and have you been able to stop the water spreading?
PolicyholderWe have moved everything out and put buckets down. We can stay.
AgentSensible. I have lodged the claim and texted you a number to send photos to. A claims consultant will call before nine, and emergency make safe repairs are covered.
What happened at half past two in the morning
- Safety checked first, before anything about the policy
- Full first notification of loss lodged, not just a message
- Policyholder identified and the claim raised against the right policy
- Photo upload link texted and a callback committed for before nine
The number nobody tracks
Retention is decided in the first ninety seconds of a claim call
Policyholders forgive almost everything except being unreachable at the moment they needed you. That is when renewals are actually won and lost, not at renewal time.
1Claims volume arrives in weather shaped spikes. A hailstorm produces a month of call volume in two days, and no roster anticipates it.
2Distressed callers will not wait on hold. They hang up, ring again, get angrier, and tell everybody about it.
3New business queues behind claims. The quote enquiry that would have been a twenty year policy sits behind a claims queue and gives up.
Retention at risk, per weekIllustrative. Put your own numbers in.
Calls in an event week900
Answered by consultants520
Abandoned or rang out380
Share at risk of leavingx 0.15
Claim and quote calls that reached nobody57
Lifetime value of a policy$4,800
Lost per week$273,600
Lost per yearPlus the quotes never answered
Change the two highlighted lines to your own figures. The arithmetic is the point, not our example. Retention arithmetic makes this the most expensive phone problem in financial services.
One number, never one queue
A new quote should never queue behind a storm event
Publish one number. Behind it, claims get answered immediately and lodged completely, new business has its own path, and renewals never sit behind either.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Your call volume is decided by the weather
Insurance call volume is event driven in a way almost no other industry experiences. A single storm or fire season produces a month of demand in forty eight hours, with no notice.
An AI agent is the only capacity that can absorb that. It answers every call immediately, takes complete first notifications, and keeps your consultants on the claims that need judgement rather than on intake.
Inbound calls across an insurance yearshape, not scale
What your consultants can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian storm seasons. Your own curve depends on your book and geography.
It plugs into what you already run
Your phone should know which policy is calling
VOCPhone connects to more than a thousand apps and offers open APIs, so a call arrives with a policyholder attached to it rather than just a number.
SalesforceHubSpotZohoXeroMondayGoogle WorkspaceMicrosoft 365SlackOpen APIs for the rest
Screen pops before you say hello
The caller's name, their history and their open claim appear as it rings, so you open with their name instead of asking who is calling.
Click to call from the record
Ring a policyholder straight from your broking or policy system without typing a number, and every call logs itself against the right file.
Notes that write themselves
Recording, transcript, AI summary and next action land in your CRM. Untimed HD video for up to 30 people is included when a call needs faces.
Why VOCPhone
One provider, one network, one bill
Most providers sell you a phone system that runs on infrastructure they rent. We built ours, which changes what we can promise.
We own the network
Not a reseller reselling somebody else's switch. VOCPhone owns and operates its own Australian network, which is why we can guarantee 99.99% uptime and fix things ourselves.
AI phone agents that sound Australian
Inbound and outbound agents trained on your business. They answer, qualify, book and escalate, in a genuine Australian accent, at any hour.
Desk, desktop and pocket
Apps for Windows, Mac, iOS and Android, plus certified desk and cordless handsets. Untimed HD video for up to 30 people comes with it.
Australian, and answerable
Australian owned, Australian hosted, 24/7 human support, 15+ years in this market, and a price-match guarantee if you find better.
Straight answers
The questions brokers and insurers ask us first
Will the AI make coverage decisions?
No, and we configure it not to. Deciding whether something is covered is a judgement your licensed people make. It lodges the claim, captures a complete first notification of loss, and explains your process.
If a caller asks whether they are covered, it is scripted to say a consultant will confirm that rather than guessing. That protects you as much as the client.
What happens if somebody is in danger?
Its first question on a claim call is whether anyone is injured or in immediate danger, and it is scripted to direct callers to triple zero before anything else. Emergency response always comes before claims process.
You define that script and it does not drift.
Can it cope with a catastrophe event?
This is the strongest case for it. When a hailstorm generates a month of calls in two days, an AI agent answers all of them simultaneously rather than putting nine hundred distressed people in a queue.
Your consultants then work through complete, structured lodgements instead of spending the event on intake.
What happens when the AI cannot help?
It hands over, and you decide where. Coverage questions, disputes, complaints and anything involving injury can go to a person, a queue, or a manager's mobile.
The caller does not repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours it takes the details, texts a confirmation and queues the callback.
What difference does owning the network actually make?
Most providers resell somebody else's switch, which means when something breaks they raise a ticket with a wholesaler and wait, exactly like you would. VOCPhone built and runs its own Australian network, so we fix it ourselves.
It is also why we can put a number on uptime and offer a price match. There is no reseller margin stacked in the middle of your bill.
Do we have to change our phone number?
No. Number portability is standard, including 1300 and 1800, so the number on every number printed on your policy documents stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app works over 4G and 5G, so your people answer on their handsets while a site connection is down, and flows can divert to mobiles automatically.
We also supply NBN, so the connection and the phone system can come from one provider on one bill. When it is all ours, there is nobody to point at.
Voice over Cloud
Answer the worst day of somebody's year on the first ring
Book fifteen minutes. Show us how claims and quotes reach you today, and we will show you the version that holds up in a storm.
1300 663 222 · vocphone.com · Australian owned and operated