- Years answering calls
- 30+
- Live agents, every call
- 24/7/365
- English & Spanish agents
- EN · ES
- Plans start at
- $33
Insurance answering service
When a policyholder calls after a loss, a live person answers.
A car accident at 9 p.m. or a kitchen fire on a Sunday is when your clients find out what their agency is like. Our insurance answering service makes sure they reach a calm, professional person who answers in your agency’s name, takes down what happened, and gets the report to your team or your carrier’s claims line the way you direct. Policy questions, quote requests and billing calls are captured and routed to the right person.
Insurance agencies are among the clients we answer for today. Live agents cover your lines 24 hours a day, 365 days a year, in English and Spanish, as after-hours coverage, overflow at renewal time, or a full-time receptionist. Southern Voices has answered calls since 1995.
Who we answer for
An insurance agency answering service built around your workflow
Independent and captive agencies, brokers and carriers, each with its own greeting, routing and rules.
Independent agencies
Personal and commercial lines agencies that need every client call answered.
Captive agencies
Agency offices that want after-hours and overflow coverage in their own name.
Carriers & MGAs
Overflow and after-hours support for policyholder and agent calls.
Benefits & health agencies
Open-enrollment call surges and member questions captured and routed.
What we handle
Insurance calls we answer for you
After-hours loss reports
First notice of loss details taken by your script and passed to your team or the claims contact you choose.
Policy questions routed
Coverage, billing and change requests captured and sent to the right producer or service rep.
Quote requests captured
Name, contact details, the line of coverage and renewal date, sent to your producers while the prospect is shopping.
Renewal-time overflow
When renewals and open enrollment flood your lines, calls roll to a live agent instead of voicemail.
Appointment booking
Policy reviews and new-client meetings booked on your producers’ calendars.
Bilingual service
Spanish-speaking policyholders served live in Spanish, not through a translation line.
Nights, weekends & holidays
After-hours loss reporting for insurance agencies
Most losses happen when your office is closed. When your lines forward to us, an agent takes the caller’s name, policy details, what happened and where, then follows your instructions: give the carrier’s 24-hour claims number, reach your on-call contact, or deliver a full report to your team first thing in the morning. Your clients hear a live person on the worst night of their year, not a recording.
Weekends and holidays are covered the same way, and you can change routing whenever your staffing changes. Read what missed after-hours calls really cost.
- Your agency office: 9 AM–5 PM
- Southern Voices: nights, weekends, holidays
- Southern Voices: lunch hour
- Overflow backup whenever your lines are busy
Example schedule. You choose exactly which hours we cover.
How policyholder calls are handled
What happens when a client calls
A live agent answers in your agency’s name, works out what the caller needs, and handles it exactly the way your instructions say.
- Loss report Loss reported Details taken by your script, then routed the way you direct
- Quote request Prospect captured Line of coverage, renewal date and the best time to call back
- Policy review Review booked On your producer’s calendar, or as a request to confirm
- Question Question answered Office hours, payment options and where to send documents
Why agencies use us
Service that keeps clients renewing
Clients remember how their agency treated them when something went wrong. A live answer on the first ring is part of that.
Better claim moments
A policyholder who reaches a calm person after an accident or storm remembers it at renewal time. Voicemail at 10 p.m. is remembered too.
Producers keep selling
Service calls, certificate requests and routine questions are captured and routed, so producers stay focused on quotes and new business.
One standard for every office
Multi-location agencies get the same greeting, routing and follow-up at every office, with each location’s calls sent to its own team.
Getting started
How it works
- Share your instructionsHow to handle loss reports, which carriers you write with, who takes policy and quote calls.
- Approve your scriptsA custom greeting in your agency’s name and scripts built around your process. Agents are trained before go-live.
- Forward your linesAfter hours only, overflow at renewal time, or every call.
- Update any timeChange routing, on-call contacts and seasonal messaging whenever you need to.
Pricing
What an insurance answering service costs
Pricing follows your call volume and how much each call involves. Plans start at $33, and larger agencies and carriers get volume discounts: the more calls we handle, the lower your rate.
See answering service pricing for what goes into a quote, or ask us for one.
Plans start at
$33
Your plan is built around your call volume, and larger organizations get volume discounts.
Questions
Insurance answering service FAQs
Don’t see your question? Call and ask a live agent, any time.
Can your agents take first notice of loss calls?
Yes. Agents take the details your script asks for, such as the policyholder’s name, policy number, what happened and where, then route the report the way you direct, whether that’s your on-call contact, the carrier’s claims line or your team in the morning.
Do your agents give coverage advice?
No. Agents aren’t licensed producers and don’t interpret policies. They capture the question and get it to the right person at your agency.
Can you take payments for our agency?
Agents can take payments only through your own payment portal or system, if you set that up. Otherwise they give callers your payment options.
Do you offer an insurance agency answering service for overflow only?
Yes. Many agencies use us only when their lines are busy, at renewal time or during open enrollment, and after hours. You choose when calls forward to us.
Can you answer in Spanish?
Yes. Bilingual agents answer in English and Spanish live, not through a “press 2” menu or a translation line.
How much does an insurance answering service cost?
Plans start at $33 and scale with call volume and complexity. Larger agencies get volume discounts. See our pricing page or contact us for a quote.
Keep reading
Guides for insurance agencies
Missed after-hours calls cost more than you think
What happens to the calls that go to voicemail.
Why customers still prefer a human on the phone
And what that means for your agency.
“Press 2 for Español” isn’t bilingual support
What real Spanish-language service sounds like.
Also serving: law firms, accounting firms (see our accounting answering service), roofing companies and property management.