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Insurance agency phone script template (copy and paste)

InfiVoice ยท 2026-11-14

An insurance agency gets very different calls on the same day. One person wants a quote, another needs to add a driver to a policy, and someone else is standing next to a damaged car and needs to report a claim. A written script keeps each call organized and makes sure the right person follows up. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Which lines you sell, your hours, which states or areas you serve, who handles quotes, who handles service changes and who handles claims, and how your carriers want claims reported.

Keep two rules at the top. Never quote a premium, promise coverage or say a claim will be paid on a phone call, because that depends on the licensed agent and the carrier. Never give legal or coverage advice. Write your own policy for each and follow it on every call.

1. Greeting

> "Thank you for calling [Agency Name], this is [Name]. How can I help you?"

After hours, say so and stay useful.

> "Thank you for calling [Agency Name]. Our office is closed right now and opens again [Day] at [Time]. Tell me what you need and I will make sure the right person gets your message."

2. Find out why they are calling

> "Are you calling for a new quote, a change to a policy, a billing question or to report a claim?"

Send the call down the right branch below.

3. Collect the basics first

Get contact details early in case the call drops.

> "Can I have your name and the best number to reach you?"

> "What is a good email address?"

> "Are you already a customer of ours?"

4. New quote

> "What would you like to insure, for example a car, a home, a business or something else?"

> "What state or city is it in?"

> "When would you like the coverage to start?"

> "Is there a policy in place now, and when does it end?"

Do not ask for sensitive details such as full birth dates, license numbers or payment information in the first call unless your process requires it. Book a call with a licensed agent instead.

> "A licensed agent will go over your details and give you options and prices. I can book that call now. Does [Day, Time] or [Day, Time] work better?"

5. Urgent cases and claims

Ask this early.

> "Is anyone hurt, or is there an emergency right now?"

If someone is hurt or in danger, the person answering tells the caller to call 911 first.

> "Please call 911 right away. Once everyone is safe, call us back and we will help with the next steps."

If it is a claim report and nobody is in danger:

> "I am sorry that happened. Can you tell me what happened, when and where, and which policy it relates to?"

> "Do you have the claim number if you already opened one?"

Take down what the caller says in their own words. Pass it to [Claims Contact] with a callback time. Never say the claim is covered or approved.

> "I have passed this to [Name]. They will call you by [time]. You can also report it to your carrier directly at the number on your policy documents."

6. Changes and billing

> "What would you like to change, for example add or remove a driver, update an address or ask about a payment?"

> "What is your name and policy number or the address on the policy?"

> "I will pass this to [Name] and they will confirm it with you by [time]. Is this number good?"

Never confirm a change as done until the agent has processed it.

7. Price and coverage questions

> "The price and coverage depend on your details and the carrier. A licensed agent will go through the options with you, and I can book that call."

8. Goodbye

> "Thank you, [Name]. [Agent Name] will [call you on Day at Time / follow up by Time]. If anything changes, call us at [number]."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your agents are with clients, after hours and on weekends.

Start with the call flow. Paste the greeting, then add the first question that sorts the call into quote, change, billing or claim. Build each branch from the questions above. Set the emergency question as a branch that tells the caller to call 911, and set claims as a branch that sends a message to your claims contact.

Then add a knowledge base with your lines, areas, hours and the carrier claim numbers you want callers to be pointed to. InfiVoice answers from that content instead of guessing. Connect your calendar so quote calls land in an agent's open slot.

Finally, test by calling it. Try a caller who wants a car quote, a business owner, someone adding a driver, a billing question, a claim after an accident and a caller who asks if they are covered. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a receptionist ask when someone calls an insurance agency?

Name, phone number, whether they are already a customer, and the reason for the call. For a quote, what they want to insure and where. For a claim, what happened, when and which policy.

Should the front desk quote a price or confirm coverage?

No. Premiums and coverage depend on the licensed agent and the carrier. Book a call with the agent and pass claims to the person who handles them.

Can an AI voice agent handle an insurance agency call?

It can sort the call, collect the details above, tell the caller to call 911 in an emergency, pass claims to your claims contact and book a quote call. Decide in advance who handles each type of call.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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