Business Phone Systems for Insurance Agencies

An insurance agency phone system should send quote calls to producers, service calls to account managers and claim calls to someone who can help right away. It should also hold up when a storm or renewal season sends call volume higher. PeachComm sets that up on Webex Calling, with Cisco desk phones and Cisco-certified Poly and Yealink phones, from $24 per user per month.

PeachComm — a Cisco partner.

What phone system does an insurance agency need?

An agency needs an auto attendant that sorts quotes, service, billing and claims, call queues so callers wait in order, and mobile apps so producers can answer the agency number anywhere.

• Each call type in the right hands. New-quote callers reach producers, policy changes and billing questions reach account managers, and claim calls get their own option, so a claim doesn't wait behind a billing question.
• Room for the busy weeks. Call queues hold callers with a message instead of a busy signal, and overflow rules move callers to another group instead of sending them to voicemail.
• Producers on the road. With the Webex App, producers answer and return calls on the agency number from a cell phone, and clients never see a personal number.
• Recorded calls for training and review. Call recording is included on every plan. Use it for training and to keep a record of what was discussed. Recording laws vary by state, and some require every party's consent, so your agency is responsible for letting callers know a call may be recorded.
• Several offices, one system. Each location can have its own main number and auto attendant, and staff transfer calls between offices like any other extension.

How do you route quote, service and claim calls?

Use an auto attendant with one option for each kind of call. A typical menu offers new quotes, service and policy changes, billing and claims. Each option rings its own hunt group or call queue, and the claims option can ring a group that answers first. After hours, a schedule plays a separate greeting and sends messages to voicemail to email.

What happens on a storm day, when every client calls at once?

Callers wait in order instead of hearing a busy signal. Call queues play a hold message, overflow rules move callers to a second group, and your admin can change greetings from the admin portal to tell callers how to report a claim. An AI Receptionist* can answer routine calls and send callers to the right person when everyone is busy.

Can clients text photos and signed forms?

Yes, with business texting* on your agency's number. Clients can send a photo of a damaged car or a signed form from their phone, and the conversation stays with the agency, not on someone's personal phone. Business texting* works on Basic, Standard and Premium (inside the Webex App on Standard and Premium, in a separate texting app on Basic). Optional message archiving* keeps a record of texts.

What you get

• Webex Calling on desk phones, computers and cell phones, with auto attendant, hunt groups, call queues, music on hold, visual voicemail and voicemail to email
• Call recording, included on every plan, with admin control over who is recorded and who can listen. Recording laws vary by state, and some require every party's consent, so your agency is responsible for letting callers know a call may be recorded.
• AI call summaries and transcripts of recorded calls, included on every plan, even Basic
• Cisco Call for Microsoft Teams and Outlook click to call, included on every plan. See integrations
• Fax to email: receive-only fax is included, and Fax2Mail send-and-receive lines are $24 per line per month
• Business texting* and message archiving*
• AI Receptionist* for routine calls when your team is busy
• Customer Assist* for a dedicated service team that needs supervisor tools and queue stats
• On-Hold Messaging*: upload your own message, and we'll set it up, so waiting callers hear agency news, office hours or how to report a claim
• Cisco desk phones and Cisco-certified Poly and Yealink phones. See desk phones

*Additional charges apply.

How do you protect client information on calls?

Calls are encrypted in transit between your Webex apps, phones and the Webex cloud. Admins control who can see call history, voicemail and recordings. We set up strong sign-in rules (multi-factor authentication or single sign-on) and voicemail PINs with you.

How switching works

1. We port your numbers. PeachComm handles the transfer, so clients keep calling the number on their ID cards, policy documents and your website.
2. We set up your call flow. We build your quote, service, billing and claim routing, after-hours schedules and phones with you, then test everything before go-live. We schedule the cutover around your renewal calendar.
3. We train your team and stay available. Most support is remote, and an on-site technician is available upon request.

Plans

• Basic: $24/user/month. Calling, auto attendant, queues, voicemail, call recording and AI call summaries.
• Standard: $34/user/month. Adds team messaging and meetings for up to 100 people.
• Premium: $39/user/month. Adds meetings for up to 1,000 people and cloud meeting recording.

Prices are for accounts with 2 or more users. Mix plans on one account. Compare all plans

How it works

Example: Claim calls that don't wait behind billing. An agency's claim calls were stuck in the same line as billing questions. PeachComm ported the agency's numbers and built an auto attendant with separate options for quotes, service, billing and claims. Each option rings its own group, and a call queue with overflow keeps callers in order on busy days.

Example: A producer working from the road. A producer spends most days visiting clients. With the Webex App on a cell phone, the producer answers the agency's quote line and returns calls on the agency number. Clients see the agency's caller ID, and missed calls and voicemail show up in one place in the app.

These are typical examples.

Insurance agency phone system FAQs