Setup checklist for an insurance AI receptionist

A complete checklist for deploying the 365agents Insurance Agency agent — AMS integration, carrier protocols, licensed-advice boundaries, claims FNOL workflow, and producer routing rules.

Written By Catherine Weir

Last updated 9 days ago

Deploying an AI receptionist for an insurance agency takes 1–2 weeks of elapsed time. The regulatory boundary (no interpretation of coverage, no quoting, no binding) is straightforward to configure once you identify the specific call types you want handled by the AI vs. routed to a licensed producer.

Before the kickoff call

  • Agency management system (AMS) — EZLynx, Applied Epic, AMS360, NowCerts, HawkSoft, QQ Catalyst, or similar (with admin credentials)

  • Lines of business — personal auto, home, life, umbrella, commercial auto, commercial property, workers' comp, etc.

  • Producer roster — producers with their lines of business, new-client availability, territories

  • Carrier list — which carriers you represent and any carrier-specific claim protocols

  • Claims handling protocol — direct-to-carrier, direct-to-adjuster, or through a CSR; specific carriers' FNOL processes

  • Service request workflows — how ID cards, COIs, and address changes get processed today

  • Payment handling — what payments come to the agency vs. carrier portals; PCI DSS SAQ D posture

  • Licensed-advice boundary — the specific topics you want the AI to route to a producer rather than address

  • Renewal workflow — who handles renewal calls, how policy changes are processed

  • Top 20–30 FAQs

Decisions you'll need to make

  • Voice — Atlas (calm, trustworthy) is our default for financial contexts

  • Disclosure — we recommend proactive disclosure

  • After-hours handling — AI all hours (claims FNOL benefits from 24/7) or only during business hours

  • Quote intake depth — how much to collect before routing to producer

  • Direct payment collection — does the AI process payments (requires PCI DSS SAQ D configuration) or always route to a portal

  • Certificate turnaround — what timeline to promise callers for COI delivery

  • Line-specific routing — personal auto producer vs. commercial producer vs. life producer

Licensed-advice boundary configuration

The AI should be explicitly configured to:

  • Never quote coverage, rates, or premiums

  • Never interpret policy coverage ("is this covered?")

  • Never bind coverage or confirm coverage is in place

  • Never recommend specific products or carriers

  • Always route these to a licensed producer

  • Answer factual knowledge-base questions about the agency itself (who we are, which carriers we represent, what lines we write) freely

AMS integration

  • EZLynx, Applied Epic, AMS360 — API-based integration for customer lookup, policy data, and activity logging

  • NowCerts, HawkSoft, QQ Catalyst — API or Zapier-based integration

  • AgencyZoom — integration for lead intake workflow

  • Proprietary systems — most AMSes have at least read-only API access; we'll work with yours

Claims FNOL configuration

  • Specific FNOL question sets by line (auto, property, liability, etc.)

  • Carrier-specific claim numbers and protocols

  • Escalation thresholds (injury involved, catastrophic damage, etc.)

  • Adjuster routing rules

  • Sub-producer / CSR handoff paths

Payment configuration (if applicable)

  • PCI DSS SAQ D service provider agreement with 365agents

  • DTMF masking enabled for phone payments

  • Payment confirmation email/text templates

  • Tokenized payment link option for callers who prefer

Call forwarding

  • Current phone system — setup guides in our Call forwarding collection

  • Forwarding rules — ideally always-forward for operational efficiency

  • Claim / adjuster after-hours routing

Go-live sequence

  • Week 1: kickoff, requirements, AMS integration, producer routing setup

  • Week 2: knowledge base, FNOL protocols, licensed-advice boundary configuration, test calls

  • Week 2: soft launch (overflow or after-hours first), monitor transcripts daily

  • Week 3+: full rollout, refinement based on call patterns

What to measure after go-live

  • Containment rate by call type (ID cards and COIs should be very high)

  • Producer-time reclaimed (how many calls no longer require a producer?)

  • Claims FNOL completeness (is the agency getting clean intakes?)

  • Quote lead quality (are the handoffs to producers useful?)

  • Licensed-advice boundary adherence (sample transcripts to confirm the AI isn't straying into interpretation)

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Start the process

Book a demo and our team will walk through this checklist for your specific lines of business and AMS. Most independent agencies are fully live within 1–2 weeks of kickoff.