General & life insurance

From first notice of loss to renewal, without the hold music.

Claims intake is structured data collection conducted under stress. It is also the moment that decides the customer's view of the insurer for the next three years.

An illustrative reference architecture, not a customer case study. No organisation is named and no deployment is described - this is what the layers look like for a insurance organisation, so you can map it onto your own estate.

Only the bottom layer is specific to insurance. The three above it are identical in every deployment, which is the point: the voice layer does not need to know what industry it is in, only which systems it is allowed to reach and what it may say.

What it changes

Mechanisms, not projections. Each of these follows from something structural about the work, so you can check whether it holds for your own queues.

FNOL is captured completely, first time

A fixed question set asked identically means fewer callbacks to fill gaps that stall the claim.

Claims start moving immediately

The claim exists in the system before the call ends, rather than after a queue of voicemails is worked.

Advice risk is bounded by design

The agent cannot recommend, because the tools to do so are not available to it.

Renewal conversations happen at scale

Retention outreach becomes a volume exercise rather than a staffing decision.

What the agent actually does

First notice of loss

Capture what happened, when, where and who else was involved; create the claim; send the upload link before the call ends.

Claims status

Answer from the claims system rather than a queue, including what is blocking and what the customer must do next.

Renewals and retention

Explain the premium change against last year, and transfer to a licensed human the instant the conversation turns to advice.

What keeps it deployable

General-advice guardrails

The agent states factual information and refuses to recommend, with the boundary in the prompt and enforced by tool availability.

Evidence trail

Every claim field the agent captured, with the utterance it came from.

Consent capture

Recording consent taken and stored before anything else.

FNOL calls are long, highly structured, and almost entirely fixed questions - the shape of work a voice agent handles without judgement.
NextRead the source Everything above is in the open-source Community edition. Nothing on this page needs a licence.
NextRun it yourself Point it at your provider account and put one queue through it before you talk to anybody.
NextThen buy the guarantees An Enterprise agreement adds the SLA and the support contract when it carries real volume.