AI client communication for insurance brokerages.
Cut routine status calls by 85%. Drop your policy lapse rate 35%. Answer quote requests in under three minutes at any hour. We build custom AI client communication wired into Applied Epic, EZLynx, and the agency management system your team already lives in.
Free 30-minute call. Written report in 48 hours. No pitch.
Some of the businesses we work with
The problem you're trying to solve
Brokerages don't lose clients on price. They lose them on silence. McKinsey's 2024 Insurance Consumer Insights found that 65% of insurance customers who switch brokers name poor communication as the main reason — not premium, not coverage, not claims outcomes.
A 60-day call analysis at one 6-agent brokerage found roughly 55% of inbound calls were status questions the system already knew the answer to. Each one ate 8-12 minutes. That's 3-4 hours of agent time gone every day on "any news on my claim?", "did my renewal go through?", and "did you get my forms?" — while new inquiries waited up to three hours for a first response. With about 130 policies per agent, nobody has time to send proactive updates by hand.
The brokerages that fix this don't hire another CSR. They wire an AI client assistant into the agency management system so status, renewal, and document updates fire on their own — like the brokerage in our case study below, which cut status calls 85% and pushed agent advisory time from 45% to 70% of the working day. For the wider set of workflows we automate for advisory firms, see our professional services automation solutions.
What We Build
What we build for insurance brokerages
Every system is custom-built around your lines, carriers, and service standards. These are the building blocks we usually deploy for personal and commercial lines brokerages.
Policy and claim status updates
Clients get an update at every stage — claim received with adjuster name and timeline, under review, information requested, decision, closed. They stop calling because they already know. Status calls on active claims dropped 85% within 60 days in our case study.
90-day renewal follow-up sequence
Renewal reminder at 90 days, market comparison at 60, confirmation request at 45, final notice with payment instructions at 30, and an agent escalation flag at 15 if nobody replies. Policy lapse rate fell 35% on this sequence alone.
Certificate of insurance requests
Standard COI requests are template work. The AI pulls the policy, confirms the holder and limits, generates the certificate, and emails it to the requester. Unusual wording or additional insured changes route to a licensed broker instead.
After-hours quote and inquiry capture
Every inquiry gets an acknowledgment within three minutes, day or night, plus a qualifying question and a confirmed callback window. Renewal deadlines and recent incidents trigger priority alerts. Inquiry-to-consultation conversion rose 28%.
Document collection & receipt confirmation
Every submitted document gets confirmed by type, matched to the policy, and given a processing timeline. Incomplete submissions trigger a specific follow-up request. "Did you get my forms?" calls dropped 90%.
Voice AI for phone overflow
For brokerages taking 40+ calls a day, we deploy AI voice agents that answer routine status and renewal questions by phone and route everything else to the right agent — so your team picks up the calls that need advice.
How it works
What working with Builts AI looks like
Audit your client communication flow
A senior automation engineer reviews 60 days of inbound calls and emails, sorts them into status questions, document chasing, renewal confusion, and new inquiries, and prices what each category costs in agent hours. We document your agency management system setup.
Build the AI on your brokerage stack
AI client assistant trained on your lines, carriers, service standards, and renewal cadence. Connects to your agency management system (Applied Epic, EZLynx, Power Broker, HawkSoft, Sig XP), reads policy and claim stages, and triggers the right message at the right stage.
Launch in 4-6 weeks, then expand
First system live within two weeks for testing with your agents. We run it in parallel with your existing process for 30 days to catch edge cases, then add the remaining flows one at a time — renewals, claims, documents — until the full lifecycle is covered.
Real Result
How a 6-agent brokerage cut status calls 85% and lifted at-risk client retention 90%
-85%
Routine status calls
-35%
Policy lapse rate
+90%
At-risk client retention
A 6-agent personal and commercial lines brokerage managing roughly 800 active policies was spending 3-4 hours of agent time a day on calls the policy management system could have answered. Status inquiries made up about 55% of inbound volume at 8-12 minutes each. New inquiries sat for up to three hours. Clients with open claims heard nothing between stages, and some of them moved their policies at renewal.
We built four connected systems: speed-to-lead acknowledgment on every new inquiry within three minutes, claim stage notifications tied to the management system, a 90-day renewal sequence with an agent escalation flag at 15 days, and automatic document receipt confirmations. The rollout ran 8 to 12 weeks, with each system running in parallel with the old process for its first 30 days.
Result inside six months: routine status calls fell 85%, new inquiry response time went from three hours to under three minutes, policy lapse rate dropped 35%, and at-risk client retention improved 90%. Agent advisory time climbed from about 45% of the day to about 70%, and "did you get my documents?" calls fell 90%. Read the full case study for the stage-by-stage message logic.
Book Your Free Audit
See exactly what we'd build for your brokerage
Pick a 30-minute slot. We'll review your client communication cadence and where status calls, lapses, and slow inquiry response are costing you, then send a written report in 48 hours. No pitch.
Honest Comparison
Why custom-built beats off-the-shelf for brokerages
Your management system already sends some alerts. Here's how the options actually compare.
| Built-in AMS alerts | Generic chatbot | Builts AI custom build | |
|---|---|---|---|
| Proactive claim stage updates | No — client has to call | No | Fires at all five claim stages |
| Renewal follow-up | One expiry notice | No | 90-day sequence + agent escalation |
| Certificate of insurance requests | Manual, agent-generated | No | Generated and sent from policy data |
| After-hours inquiry response | Autoresponder | Canned answers, no routing | Qualifies, routes, books a callback window |
| Document receipt confirmation | Manual reply | No | Type, policy match, and timeline confirmed |
| Trained on your book & carriers | N/A | No — generic responses | Your lines, carriers, and service standards |
FAQ
Common questions from brokerage principals
FAQ
Frequently Asked Questions
Yes, and it's usually the fastest win. The AI reads status straight from your agency management system and answers "where's my claim?" or "did my renewal process?" instantly, on any channel. The brokerage in our case study cut status calls 85% within 60 days of switching the flow on.
Yes. We connect to Applied Epic, EZLynx, Power Broker, Sig XP, HawkSoft, and most cloud broker platforms. The AI reads policy data, claim stages, and renewal dates, then triggers the matching message. Your management system stays the record of truth, so nothing gets duplicated or re-keyed.
A 90-day sequence runs on every policy: reminder at 90 days, market comparison at 60, confirmation request at 45, final notice at 30, and an agent escalation flag at 15 days with no reply. Our case study brokerage dropped its policy lapse rate 35% with this cadence.
Yes. For standard requests the AI pulls the policy, confirms the holder and coverage limits, generates the certificate, and emails it to whoever asked. Anything non-standard — custom wording, an additional insured change, a coverage question — goes to a licensed broker with the request already summarized.
They get answered in under three minutes instead of the next business day. The AI acknowledges the inquiry, asks whether the person is currently insured, and confirms a callback window with the right agent. That speed lifted inquiry-to-consultation conversion 28% for the brokerage in our case study.
It messages the client at every stage: claim received with adjuster name and expected timeline, under review, information requested, decision made, claim closed. Silence during a claim is when clients decide to move their policies. Proactive updates close that window without an agent making a single call.
Yes. We deploy on encrypted infrastructure with Canadian data residency, no third-party model training on your book of business, and audit logs on every message sent. Client data stays inside your agency management system. We hand you the documentation your E&O carrier and RIBO review will ask for.
One system goes live in 4-6 weeks. The four-system rollout in our case study — inquiry response, claim notifications, renewal sequence, document confirmations — ran 8 to 12 weeks. We need access to your management system, your renewal and service standards, and 30 days of real client emails.
More Industries
AI customer service for other service businesses
We build customer service automation for service-based businesses across these verticals.
Stop losing clients
to silence.
Book a free 30-minute audit. We'll map your client communication cadence and show you which automation moves your book first — no obligation.
Written report in 48 hours. No pitch, no pressure.