IVR for insurance companies and agents

IVR for insurance companies, brokers and agents

Take claim intimations at 2 am, send renewal and policy service calls to the right desk, and keep a recording of what was said when a policy was sold.

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General and health insurersLife insurersInsurance brokersCorporate agents and bancassurance teamsLarge agency networks

Insurance IVR menu with claim intimation, cashless status, renewal and new policy options, with report a claim selected

How is IVR used in insurance?

Insurers, brokers and agency networks use IVR to take motor and health claim intimations around the clock, route cashless hospitalisation queries to the claims desk, separate new policy enquiries from renewals and policy servicing, and record calls for quality and mis-selling disputes. Each call, option and recording link is posted to the policy administration or CRM system.

Updated 15 Nov 2026

Key facts: IVR for insurance companies and agents

Channel: IVR
Best for: Claim intimation line; Cashless hospital desk; Renewal and new policy sales
IVR features: After-hours, Call routing, Inbound menu, Call recording, Call masking
Who it suits: General and health insurers, Life insurers, Insurance brokers, Corporate agents and bancassurance teams, Large agency networks
Numbers: Toll-free (1800), virtual numbers, or IVR on your existing number where supported. Toll-free numbers
Pricing model: Monthly number rental plus usage for call minutes. How pricing works
Integration: REST API and webhooks (ivr.input, call.completed, call.missed) into your own software. IVR API

What problems does an IVR solve for insurance companies and agents?

Claims happen at nightAccidents and hospital admissions do not wait for office hours. A family trying to get cashless approval at midnight needs a person, not a closed message.

Sales and service on one linePolicyholders chasing an endorsement or a claim status block the line for someone who wants to buy a policy today.

Disputes over what the agent saidMis-selling complaints often come down to what was promised on a phone call, and without a recording there is only the agent's word.

What can an IVR handle for insurance companies and agents?

After-hours

Claim intimation lineMotor and health claim options ring an on-call claims team at night, and the caller records the policy number and incident details if lines are busy.→ Claims registered any hour

Call routing

Cashless hospital deskHospitals and patients calling for pre-authorisation status reach the cashless team directly, not the general policy desk.→ Faster approvals

Call routing

Renewal and new policy salesRenewal callers reach the renewals team, and new enquiries from ads land on a separate number for the sales team so you can measure each campaign.→ More renewals retained

Inbound menu

Policy servicing menuNominee change, address update, policy copy and premium receipt requests go to the servicing team, with the policy number captured from the call log.→ Shorter service calls

Call recording

Sales calls on recordEvery call on the sales and renewal lines is recorded with a notice, and the link is stored against the proposal or policy.→ Evidence for disputes

Call masking

Agent numbers maskedAgents and claim surveyors call customers through a masked number, so customer data stays with the company when an agent leaves.→ Customer data protected

IVR prompt scripts for insurance companies and agents

Copy, edit and use these as a starting point.

Insurer main menuInbound menu

Welcome to Suraksha General Insurance. To report a motor or health claim, press 1. For cashless hospitalisation status, press 2. To renew a policy, press 3. To buy a new policy, press 4. For policy changes, documents and receipts, press 5. This call may be recorded for quality and training.

Night claims lineAfter-hours

Our claims team is available 24 hours. Please keep your policy number and the vehicle registration or patient's hospital name ready. We are connecting you to the claims officer on duty. If the line is busy, state your policy number and contact number after the beep and we will call you back within the hour.

Agency helplineCall routing

Namaste, aap Suraksha agency helpline par hain. For your agent Ritu Sharma, press 1. For premium payment and receipts, press 2. For a new quote, press 3. To speak to the branch manager, press 9.

Record these prompts in your own voice or use text-to-speech in the MsgClub panel.

How does an IVR work for insurance companies and agents?

Separate numbers by purposeA toll-free claims and service line on the policy document, and campaign numbers on ads to track sales leads.
Menu by needClaims first, then cashless, renewals, new policies and servicing, with a language choice if you sell across states.
24x7 routing for claimsBusiness hours rules keep claims routed to an on-call team at night while sales and servicing go to voicemail.
Logged with the policyYour policy system or CRM receives every call event with the recording link, matched on the caller's mobile.

Connect your softwarePolicy administration, claims and agency CRM systems can receive the call.completed and ivr.input webhooks, attach recordings to the proposal or claim, and create callback tasks from call.missed for renewal leads that hung up in the queue. IVR API · API and webhooks · Pricing

ComplianceIRDAI rules on distance marketing and grievance redressal expect insurers to keep records of policies sold by phone and to acknowledge complaints, so record sales and renewal lines with a notice and keep grievance calls logged. Confirm retention periods with your compliance team, and place outbound service calls through masking from 1600-series numbers, as TRAI's numbering rules expect of IRDAI-regulated entities.

Which other channels suit insurance companies and agents?

Use them together from one account, with shared contacts, reports and webhooks.

SMS for insurance companies and agentsWhat SMS do insurance companies send to policyholders?See SMS

WhatsApp for insurance companies and agentsHow do insurance companies use WhatsApp?See WhatsApp

RCS for insurance companies and agentsHow do insurance companies use RCS messaging?See RCS

Voice broadcast for insurance companies and agentsHow do insurers use voice broadcast for renewals?See Voice broadcast

Missed call for insurance companies and agentsHow do insurers and agents use missed call numbers?See Missed call

AI calling for insurance companies and agentsTwo-way AI agents that talk to callers in Hindi, English and other Indian languages, unlike a recorded message.See AI Voice

Compare every channel for insurance companies and agents

Questions about IVR for insurance companies and agents

Can an insurance IVR take claim intimations at night?

Yes. Set business hours rules so the claims option rings an on-call team after office hours, with several phones per option. If every officer is busy, the caller leaves the policy number and incident details as voicemail, and a missed-call alert creates an urgent callback.

Should insurance sales calls be recorded?

Yes, in most cases. Recordings help you show what was explained about cover, exclusions and premium if a policyholder alleges mis-selling, and IRDAI expects records of telephone sales. Play a recording notice at the start and store the link against the proposal.

Can individual agents use MsgClub IVR?

Yes. An agent or small agency can take a virtual number with a simple menu for renewals, new quotes and claims help, ring their own mobile and their assistant's, and get missed-call alerts. Calls and recordings stay in one panel instead of on personal phones.

How do we stop agents taking customer numbers when they leave?

Use call masking. Agents and surveyors reach customers through a masked business number, so the customer's real number never appears on the agent's phone and calls stay logged with the company. When the agent leaves, you remove their access.

Can the IVR tell callers their claim status?

The IVR routes status calls to the claims team and passes the caller's number and option to your claims system by webhook, so the agent sees the case before answering. Automated status playback depends on what your claims system exposes by API.

Can we call policyholders before renewal?

For outbound renewal calls, MsgClub AI Voice can call policyholders before the due date, answer common questions about premium and cover, and pass interested customers to your team. Use the IVR for incoming calls and the renewal line your reminders point to.