Question 1

How does Insure Response work?

Accepted Answer

We're here to make your life easy--starting with our registration process! Your registration documents include a profile sheet that you will fill out with information about your agency that will help us to begin building a scope of support. Additional discussions with the agency principal will help us establish which services will be included on the scope and how those services will be handled. Once the scope is complete, a phone number will be assigned to the agency and you we will help you program your phones to roll over to that number whenver you need us--after-hours, when you're busy, etc. Calls that would normally go to voicemail or unanswered will be routed to Insure Response and be branded with your agency name by the Insure Response CSR. Our CSR will then proceed to handle the call exactly as you indicated on you scope of support. We are here for you, 24/7!

Question 2

When can I roll my phones to Insure Response?

Accepted Answer

Anytime! Some agencies use us as their full-time customer service and support resource. Others roll their phones to us after-hours. Agencies also utilize our "always ready" service by sending calls to us during their lunch break, while office personnel are out on short notice, on vacation, on business travel or even only when your office lines are busy (i.e. "busy call-forwarding").

Question 3

Will my calls be answered live?

Accepted Answer

Yes, your calls will be answered live by our receptionists using a script you provide. We ensure every call is handled professionally and promptly.

Question 4

How are my calls answered?

Accepted Answer

Our professionally trained receptionists will answer your calls in a friendly and cheerful manner using your company’s customized answer phrase.  From there they will call screen / transfer the call, take messages, provide company FAQs, directions to offices, and collect demographic and other contact information for marketing purposes. We are able to provide services based on your specifc agency's needs.

Question 5

Do you employ licensed insurance agents?

Accepted Answer

Yes! We specialize in insurance call answering. Our team consists of licensed agents and unlicensed CSRs backed up by licensed management staff. All of our agents (even those without licenses) go through an insurance training course so they better understand the industry and are confidently able to answer questions.

Question 6

Why do you charge a set-up fee?

Accepted Answer

The set-up fee is a one-time charge that covers the cost of creating your agency's scope, which includes your script and information. It also ensures your phones are set up and ready to forward calls to us whenever needed.

Question 7

Where is Insure Response located?

Accepted Answer

Insure Response is a U.S. company with its primary location in Newberry, SC and a redundant location in Nevada, MO.

Question 8

Will my calls be outsourced?

Accepted Answer

No! All receptionists are employees of Insure Response and all calls will be answered in one of our two U.S.-based locations.

Question 9

What if I exceed my monthly minutes?

Accepted Answer

If you go over your monthly minutes, you'll be billed at a flat rate between $1.25 and $1.45 per minute, depending on your plan.

Question 10

What services do you offer?

Accepted Answer

With the basic pricing plan and IAOA discounted rate Insure Response will take payments, process endorsements (except to reduce or remove coverage), collecting quote information in the agency’s rater and notifying the agency of the lead and referring claims calls to the company.

We do offer a completely customizable scope of support and additional volume discounts please contact us for further information if you require a more in-depth scope of support.

Question 11

Is your service available 24/7?

Accepted Answer

Yes, our service is available 24/7, 365 days a year, including holidays. We're always here for your agency.

Question 12

Do your agents work from home?

Accepted Answer

No. Our agents work in one of our two U.S. based locations.

Question 13

How do I receive my messages from Insure Response?

Accepted Answer

We will send you a detailed call report by email every morning prior to your office opening. You may also request to have emergency calls forwarded to a contact of your choice in real-time. You will also be provided a login to your agency's reporting portal to run a multitude of call reports as often as you desire.

Question 14

How will I be billed?

Accepted Answer

You will be billed on a recurring monthly basis via ACH based on your usage. You will be provided a bill via email and/or direct mail prior to us withdrawing the amount due.

Question 15

How do I forward my phones?

Accepted Answer

It's simple. Once we have your phones set-up we will provide you simple instructions for forwarding your calls to us.

Question 16

Do you charge extra to answer our phones on holidays?

Accepted Answer

No! We do not upcharge on holidays nor do we up-charge if you choose to use us 24/7. Your rate will always be exactly as it is shown in your plan.

Question 17

Do you offer quoting and binding services over the phone?

Accepted Answer

Yes, we offer quoting and binding services for some customers. Our basic plan includes limited quoting services, where we collect quote information and notify your agency of the lead. Additional services may require a higher set-up fee. Contact us for more details.

Question 18

Do my unused minutes roll over to the next month?

Accepted Answer

No. We use the number of minutes in our subscribers' plans to assist us in scheduling the proper number of agents so we're always ready to answer your calls in a timely manner.

Question 19

Can I forward my existing office line or cell phone to you?

Accepted Answer

Yes. Most of our customers roll their existing phone lines to us. We can assist you with this--we'll just need a few details regarding your phone company.

Question 20

How will the call information be sent to my agency?

Accepted Answer

Our CSR will track the call and include the name, phone number, issue the caller has contacted the agency about and the resolution of the call.  These notes are available at our reporting site in real-time or can be sent directly to an email address provided by the agency. Our team can also use Google Chat to message the agency regarding time sensitive issues.

Question 21

Does your service work with VoIP?

Accepted Answer

Yes, we integrate with VoIP platforms.

Frequently asked questions