Two kinds of callers. One phone system that knows the difference.
Insurance calls split cleanly in two: someone shopping for a quote, or someone having a very bad day. Our agency setup treats them differently from the first ring — and keeps the compliance team happy along the way.
The claim call and the quote call deserve different phones.
A quote shopper who hits voicemail dials the next agency on the list — annoying, but survivable. A policyholder standing in a flooded kitchen who hits voicemail remembers it at renewal time, and tells the story for years. Most phone systems ring both callers to the same desk in the same order, which means your worst-day clients wait behind your maybe-someday prospects. That's backwards, and everyone at the agency knows it.
CocoaVoIP starts your agency from a working configuration: claims callers reach help immediately, quote requests route to whichever producer is available to sell, and every producer gets a direct line for their book of business with office coverage when they're out. Underneath it all, automatic call recording with retention policies keeps the conversations your E&O carrier expects you to keep — without anyone remembering to press a button. You tune the details on a quick onboarding call.
Built for how an agency actually rings.
Every feature below is included on every plan — this is the insurance starting configuration we set up with you, free.
Claims vs. quotes menu
Claims callers reach help immediately — no hold music for someone standing in a flooded kitchen. Quote requests route to whichever producer is available to sell.
Compliance-grade recording
Automatic recording with retention policies for the conversations your E&O carrier expects you to keep. Nobody has to remember to hit record on the call that matters.
Per-agent direct lines
Each producer gets a direct number for their book of business, with calls covered by the office when they're out. Clients keep their agent; the agency keeps the call.
Renewal outreach texting
Policy renewal reminders go out by SMS from the agency number, and replies route to the servicing agent. Retention work without a week of phone tag.
Voicemail with a paper trail
Every message lands in email with an AI transcript — searchable, forwardable, and time-stamped. A claim detail left at 9pm is in the file by 9:01.
Storm-proof failover
If the office internet goes out, calls automatically fail over to mobile apps on cell data or forward anywhere you choose. The day claims spike is the day your phones can't go quiet.
What a call to your agency actually does.
Here's the insurance starting configuration, step by step — every piece of it adjustable on your onboarding call.
- 1
The greeting sorts callers fast
“File or check on a claim,” “get a quote,” “policy changes and billing” — three clear options, because a caller having a bad day has no patience for a seven-branch menu.
- 2
Claims callers reach a human first
The claims option rings your service team's desks and backup phones together, ahead of everything else. Recording starts automatically, so the first report of loss is captured word for word.
- 3
Quote requests find a producer
Sales calls route to whichever producer is available, cascading through the team until someone picks up. A hot lead never sits in one busy agent's voicemail.
- 4
Direct lines keep books personal
Clients who dial their agent's direct number ring that agent's desk and mobile app. If the agent is at lunch or on vacation, the call rolls to office coverage instead of dead air.
- 5
After hours, urgency still gets through
The after-hours menu separates “I need to report a claim right now” from “call me back about my renewal.” Urgent callers get your carrier claim instructions or on-call routing; everyone else leaves a voicemail that's transcribed to email overnight.
Insurance agency questions, answered straight.
Answer the bad-day call like you mean it.
A quick call with a setup specialist and your agency configuration goes live the same day — 30-day free trial, no credit card, keep your number.
✓ Live in 10 minutes · ✓ Free number porting · ✓ 30-day money-back guarantee
