Insurance agency call script
A phone script for independent agencies: new quote requests, claims, policy changes, certificate requests and what to say after hours.
Your business: phone script
Greeting
“Thank you for calling [Business name], this is [your name]. How can I help you today?”
Smile when you answer: it can be heard. Get the caller's name early and use it once or twice.
New clients
“Happy to help. Is this your first time contacting [Business name]?”
Then ask, in a natural order:
• May I have your name and the best number and email to reach you?
• Are you looking for a new quote, or are you an existing client?
• Which type of insurance: auto, home, business, life or something else?
• When does your current policy renew?
• What's the zip code where the coverage is needed?
Next step: take their preferred days and times, and let them know we'll confirm by the same business day.
“Thank you, [name]. We look forward to seeing you.”
Existing clients
“Of course. May I have your full name and the best number to reach you?”
“And what is this about?”
If the person they need is available, transfer the call. If not, take a message (format below) and say:
“I'll make sure they get this. You can expect a call back the same business day.”
Booking & rescheduling
To book: take their preferred days and times, and let them know we'll confirm by the same business day.
To reschedule or cancel: confirm the caller's name and the quote call they have, offer two alternative times, and confirm the change back to them.
Always repeat the final day, date and time before ending the call.
Urgent calls
Treat it as urgent if the caller mentions:
• a client reporting an accident, theft or damage that just happened
• a certificate of insurance needed today for a job or contract
• a lapsed or cancelled policy
Then: transfer the call to the on-call person straight away.
“I understand this is urgent. I'm getting this to the right person now.”
Billing questions
Take the caller's name, account or invoice number and question, and pass it to whoever handles billing.
Don't take card numbers over the phone unless you have a secure way to process them.
Sales calls & spam
“Thanks for calling. The best way to reach the right person is by email. May I take your name, company and email?”
Don't transfer sales calls, and don't confirm who makes buying decisions.
Message format
Every message has: caller name · phone · email (if given) · new or existing client · reason for the call · urgent yes/no · best time to call back · time of call.
Never
• Tell a caller whether something is covered
• Bind, change or cancel coverage unless you're licensed and authorised
• Quote premiums without a licensed agent
After-hours message
“Thank you for calling [Business name]. Our office is open Monday to Friday, 9am to 5pm. If this is urgent, please stay on the line or press 1 and we'll get your message to the on-call person. Otherwise, please leave your name, number and a short message, and we'll call you back the same business day.”
Voicemail greeting
“You've reached [Business name]. We're sorry we missed you. Please leave your name, number and the reason for your call, and we'll get back to you the same business day.”
For claims, give the caller the insurer's 24/7 claims number in the script. Many claims need reporting to the carrier straight away, not just to the agency.
Your own numbers, nothing assumed.
Why every insurance agency needs a phone script
Insurance agencies get four main types of call: people wanting a quote, clients reporting a claim, policy changes, and requests for certificates or proof of insurance. A good script identifies which one it is within seconds and captures exactly what the licensed agent needs. Unlicensed staff stay clear of coverage advice. Fill in your hours and how claims are reported, then use it for your front desk or answering service.
Scripts for your industry
Get a free quote
Tell us what you need in under a minute. We reply within 1 business day with options and a quote. No obligation.
Prefer email? support@virtualassist.com
Questions
What should an insurance agency receptionist ask?
Name and contact details, new quote or existing client, the line of insurance, renewal date and zip code. For claims: policy, what happened, when and where, and whether anyone was hurt.
Can an answering service handle insurance claims calls?
It can take the first notice of the claim, give the caller the carrier's claims number and flag the call for the agency. Coverage questions always go to a licensed agent.
What shouldn't unlicensed staff say?
Anything about whether something is covered, which policy to choose, or what it will cost. The script includes a standard line that hands those questions to a licensed agent.