The problem
Clients with an open claim call the agency again and again to ask where it stands, while the answer sits with the carrier's adjuster. If 30 open claims each bring 4 status calls a month at 7 minutes each, that's 840 minutes, 14 hours a month.
What the AI does
Quo (formerly OpenPhone) is a business phone system for small teams. The account managers share the agency's number in the app and send each client with an open claim a short weekly text after checking with the adjuster. When everyone is on the phone, Quo's AI agent, Sona, answers the call, takes the client's message and gives a summary of what was said. Texts give status only: the carrier's adjuster decides the claim, and only a licensed agent discusses coverage, as state department of insurance licensing rules require.
A worked example
A five-person independent agency in Baton Rouge has about 30 open home and auto claims a month. Two account managers move claim contact to Quo and send each claimant a text update every Friday, whether or not there's news.
Before
About 4 status calls a claim a month at 7 minutes: 14 hours a month
After
Weekly texts at 2 minutes each and about 1 call a claim: 7.5 hours a month
What it's worth
About $182£137€163A$263C$257 a month saved, against a $32£24€29A$46C$45 to $41£31€37A$59C$58 cost. That's 6.5 hours (14 less 7.5) at an assumed $28£21€25A$40C$40 for an account manager hour. Starter is $15£11€13A$22C$21 a user a month billed annually or $19£14€17A$27C$27 monthly, so two users cost $30£23€27A$43C$42 to $38£29€34A$55C$54 plus a texting registration messaging fee of $1.50£1.13€1.34A$2.17C$2.12 to $3£2€3A$4C$4 a month and a one-time $19.50£14.66€17.45A$28.15C$27.56 setup fee.
How to set it up
- Set up Quo on Starter for the two account managers and complete the carrier texting registration Quo asks for, including the $19.50£14.66€17.45A$28.15C$27.56 fee.
- Ask each claimant at first notice of loss whether they want text updates, and note the answer in the agency system.
- Write standard wording for the usual stages (claim reported, adjuster assigned, inspection booked, payment issued) and keep it where both account managers can copy it.
- Set up Sona to answer when no one is free and take a message, and read each call summary the same day.
- Every Friday, check with adjusters and send each claimant an update, including 'no news yet' where that's the truth.
What goes wrong
- Sona includes about 10 calls a month on every plan; more need a paid credit pack from $25£19€22A$36C$35 a month. A storm week can use them up fast.
- AI summaries on Starter cover only calls Sona handles. Summaries of every call need Business at $23£17€21A$33C$33 a user a month billed annually.
- A text that predicts the outcome or interprets coverage is advice. Keep texts to status and send coverage questions to a licensed agent.
- Under the TCPA, texts about an existing claim still need the client's permission and a working opt-out. Never add marketing to a claim text.