Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. insurance
Nobody files a claim on a good day. Callnovo answers certificate requests, ID card and billing calls for your agency, takes a clean first notice of loss, and hands anything that needs a licensed judgment back to your team — in English and Spanish.
The short version: AI voice is US$0.15 a minute and live agents start at US$300 a month for 500 minutes. AI handles certificates, ID cards, billing questions and policy-change intake; a person handles first notice of loss and anyone who has just had an accident. English and Spanish share one queue.
how it plays out
First notice of loss goes to a person, and the claim goes to the carrier.
A coverage question is a licensed question.
A rate question is a retention conversation for a producer.
Endorsement requests are intake; quoting and binding stay with a licensed agent.
the team behind it
real members of the global team Service Support for Insurance Agencies
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
An agency's phone is dominated by work that generates no revenue: certificates of insurance, ID cards, billing questions, adding a vehicle, removing a driver. Necessary, expected, and worth nothing on the commission statement.
The problem is not that these calls exist. It is that they are indistinguishable from a new-business call until somebody picks up — so a producer who answers the phone spends their morning issuing certificates instead of writing policies.
Which is what the split is actually for. Certificates and ID cards have a right answer sitting in your management system; automate them and they are handled in seconds. A new commercial prospect, or a client who just had an accident, reaches a person. The point is that fewer calls interrupt your producers, not more.
where AI should not be
First notice of loss
Somebody who has just had an accident is shaken and often at the roadside. That call needs a person who can slow down, confirm nobody is hurt, and collect what the carrier will need — not a system asking them to state their policy number clearly.
Anything that sounds like a coverage question
"Am I covered for this?" has one correct answer from an answering service: the agent will confirm. Coverage opinions given on the phone become errors-and-omissions exposure, and we train that line hard.
A client threatening to shop the policy
Somebody calling about a rate increase is halfway to a comparison quote. That is a retention conversation and it reaches a producer while it is still winnable.
Commercial new business
A commercial prospect is worth many times a personal-lines call and expects to talk to somebody who can actually engage. A person takes it, qualifies it against your appetite, and books your producer.
what comes off the call
The claim call is the one that decides whether a client renews. These come off every one, written down and timestamped:
It reaches you and, where you want it, goes straight to the carrier's claim line. The client remembers who answered on the worst day of their year — that call is your renewal.
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Dedicated agent | from US$5.80 | per hour, per agent | Your management system, your appetite, one team that knows your carriers |
| AI voice | US$0.15 | per minute | Certificates, ID cards, billing questions, policy-change intake |
| Web chat | US$0.15 | per session | Website and portal requests that arrive after hours |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | First notice of loss, evenings and weekends |
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Renewal season and the days after a regional storm |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| Certificate of insurance request | AI | A producer's morning spent issuing certificates |
| ID card, billing date, payment confirmation | AI | An annoyed client |
| Adding a vehicle or a driver — intake only | AI | A slower endorsement |
| A client who just had an accident | Human | A renewal, decided on the worst day of their year |
| "Am I covered for this?" | Human | An errors-and-omissions exposure created on the phone |
| A client asking about a rate increase | Human | A policy that gets shopped this week |
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
when we're the wrong choice
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$300 per month including 500 minutes — about US$0.60 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Where you give us access to your management system and a clear rule set, yes — standard certificates for existing clients with no coverage changes. Anything non-standard, anything requiring a coverage judgment, and anything with a new additional insured goes to your team instead.
No. "Am I covered for this?" gets one answer: the agent will confirm and call back. Coverage opinions from an unlicensed person create errors-and-omissions exposure for your agency, so that line is absolute regardless of how simple the question sounds.
compliance
start
We’ll walk through certificates, first notice of loss and producer handoffs using your workflows.