Claims and policy calls that state the facts once and log every commitment
Claims status, policy servicing and documentation, with carrier rules encoded in the AOP and escalations measured.
- SOC 2 Type II
- ISO 27001
- ISO 42001
- HIPAA and BAA
- Containment rate
- 94.2%+
- Compliance pass rate
- 99.9%
- Throughput increase
- 3.2x
- Cost reduction
- 67%
In insurance, every conversation is a compliance event
Scripts, disclosures and guardrails set by regulators have to hold on every call. Today that work is done by large human teams.
- 01
Every state has its own script
Licensing language, disclosures and TCPA windows differ by state and line. A generic bot cannot hold them all.
- 02
The highest-volume calls are the most repetitive
Claims status, billing and policy questions fill the queue, and adjusters answer questions a record could have answered.
- 03
Retention happens in 72 hours
A returned autopay or a mailed notice is the moment a policy is lost. Insurers rarely make that call today.
Every call scored. None sampled.
What the agent handles in insurance
Each workflow is a section of the same Agent Operating Procedure (AOP), with its own tests and its own audit checks.
Claims
Claims status
The highest-volume, most repetitive call type in the building, fully contained from the claim record.
- Claim
- CLM-4821 · Open
- Stage
- Assessment · closes 14th
- Adjuster
- Assigned · J. Ellis
- Next
- Photos requested
Checkpoints on this call
- State scripts
- Licensing language
- TCPA windows
- Identity verification
4 of 4checkpoints passed, written to Reflect
Don't read about it. Hear it.
Pick a situation and call the agent your customers would get. Accounts and names are fictional. Every call is recorded and scored in Reflect.
Rules the AOP encodes for carriers
Every rule becomes a test. Nothing deploys until all pass. Reflect scores live calls on the same rules.
Visit the Trust Center- SOC 2 Type II
- ISO 27001
- ISO 42001
- HIPAA and BAA
- AES-256 at rest
- TLS 1.3 in transit
- State scriptsFiled language per state and line, delivered verbatimTest · pass
- Licensing languageLicensed-agent handoff whenever advice or binding is requestedTest · pass
- TCPA windowsOutbound only inside the allowed window, per stateTest · pass
- Identity verificationOne item confirmed before any policy detailTest · pass
- Cancellation factsExact date stated once, never extended, never promised awayTest · pass
- ReinstatementA request to underwriting, never a promise; no-loss statement requiredTest · pass
Insurance questions
What the agent does on the call, what it will never do, and how you prove it afterwards.
Each state and line has its own filed language encoded as an AOP node, delivered verbatim, with its own tests and audit checks.
No. Coverage advice, quotes and binding are for licensed agents. When a caller asks, the agent says so plainly and hands off to a licensed agent with the context, and the handoff is logged with its reason.
It confirms one identity item, states the amount and the exact cancellation date once, and offers to take a payment today or schedule one before that date. It never extends the date or promises coverage it cannot confirm.
Yes. The agent records what happened, where and when, and who was involved, opens the claim through your claims system and routes injuries or complex losses to an adjuster with the transcript.
Your policy administration, claims and payment systems through their APIs, and your CRM. Outcomes, payments, transcripts and checkpoint results are written back at the end of every call.
Every transfer carries a reason code, so Reflect shows why calls left the agent, by line, state, agent and campaign, beside containment and checkpoint pass rates.
Performs. Complies. Proves.
See the platform handle a live call with required disclosures, a clean escalation, and the record to prove it.
