Why brokers lose leads between calls
A broker spends most of the day on calls and in meetings. A first home buyer who rings at lunch, a client chasing a loan, a renewal that is due next week: each one is a call that someone has to take, and each one is a person deciding whether to stay with you.
Phone calls are also where brokers get the first real picture of a lead. When that call goes to voicemail, the lead often tries the next broker. The phone is the first thing a prospect meets, and it should work as well as your website.
An AI receptionist answers each call and does the organising part: what the caller needs, when they need it and how to reach them. The broker does the advice.
New leads, qualified without the advice
Qualifying a lead means collecting what a broker needs to plan the first conversation. The AI asks what the caller is looking for, such as a home loan, a refinance, car cover or business insurance. It asks when they need it, whether it is a first purchase or a renewal, and the best way to reach them.
It does not ask about income, deposits or health history, and it does not say whether a lead will be approved or what cover will be accepted. The summary goes to your team, who decide what happens next.
Booking broker calls
Brokers have different specialities, so a call for car insurance may need a different person to a home loan enquiry. The AI knows which broker takes which type of work, offers times in that broker's diary and books the one the caller picks. Where direct booking is not available, it takes the preferred times and your team confirms them.
Reschedules work the same way. The caller can move a call in the same conversation, and the AI keeps the original broker and the reason for the call on the record.
Application status messages
The most common call from a client with a loan in progress is "where is my application?" The AI can take that call, identify the client and the reference and pass a status request to the broker, who replies. It does not look up lender decisions unless your team has approved a live link to your system, and it never invents a status.
If the broker is in a meeting, the request waits in their message list with the reference attached, so nobody has to ask the caller for it again.
Rates and premiums stay with the broker
The AI does not quote interest rates, premiums, excess amounts, cover limits or loan amounts. It does not compare products or say which option is cheaper. When a caller asks, it explains that a broker will go through the options, and it books the call.
Insurance claims, routed to the right process
A claim call is often made in a stressful moment. The AI takes the basic facts: when the incident happened, what was damaged, whether anyone is hurt and what has been done so far. It records the policy holder and a number to call back, then routes the call to your claims process or claims contact.
It does not decide whether a claim is covered, how much it might pay or whether a policy applies. If anyone is injured, or there is a fire, a flood with electrical risk or any other immediate danger, the AI tells the caller to hang up and call 000 first. Then it flags the claim to your team.
Existing clients and the right broker
Existing clients ring about their policy, their loan or who looks after them. Before any detail is shared, the AI confirms who is calling. Then it connects them to their broker, or takes a message with the reason for the call and the best number.
Financial and health details, kept off the phone
Broking calls can involve money, identity and health. The scripts collect the minimum for each call type, and you approve that list on the discovery call. Where a claim involves an injury, it records only that someone was hurt and passes the detail to your team.
Every caller hears that they are speaking with an AI assistant. Summaries go to the people you name in setup. The privacy policy explains how we handle the details we receive.
What setup involves
Setup covers the products your brokers handle, which broker takes which work, the lead questions for each type of enquiry, the claims process to route to and the urgent triggers. We confirm what connects to your diary and systems on the discovery call. Plans are on the pricing section.