In a fast-moving insurance market, speed and trust define success. In this case study, a mid-sized brokerage achieved 55% faster claims and 42% higher conversions by integrating Retell AI Voice Agent with Go High Level CRM, streamlining workflows, unifying data, and setting a new benchmark for AI-driven efficiency.
In today’s fiercely competitive insurance market, timely and consistent communication with customers is more important than ever. Brokers and insurers face growing expectations, soaring call volumes, and increasing complexity in managing policies. When claims responses are slow and communication feels fragmented, trust erodes quickly, and so does revenue.
For many mid-sized brokerages, manual processes and overwhelmed agents create real operational headaches. Tracking leads, managing renewals, and keeping customers informed on claims demand so much time that teams can barely engage proactively. For example, a mid-sized Spanish insurance brokerage saw nearly 30% of leads drop off before converting into policies, mostly due to delayed follow-ups and inconsistent communication.
A recent survey from Equisoft highlights that nearly two-thirds of life insurance carriers still rely on manual data collection, which slows down business and eats into profits. Disconnected systems compound these issues even more. Policy, claims, and feedback data scattered across different tools make it impossible to get a true, unified picture of the customer. At this brokerage, that meant missed renewal reminders and claim updates delayed by up to 48 hours, directly hurting customer satisfaction.
Slow responses and operational gaps began costing the firm valuable clients and revenue. To overcome these challenges, the brokerage teamed up with Innogenio to implement a comprehensive automation solution. Their goal was clear: simplify customer interactions, reduce manual work, and build a single, unified view of policy, claim, and feedback data.
Launching a seamless insurance transformation, they reimagined customer communication, claims handling, and policy servicing with Innogenio’s advanced automation and data-driven workflows. To connect with different customer segments effectively, they deployed a multi-channel engagement strategy powered by Innogenio. This integration linked their CRM, claims, and policy systems to deliver timely follow-ups, proactive renewal reminders, and consistent claim updates via voice, email, or SMS.
The brokerage also created specialized workflows tailored to segments based on policy types, claims history, and customer preferences. This ensured that every client received the right service, through the right channel, at just the right time, lifting satisfaction, retention, and overall efficiency.
By uniting fragmented systems and automating tasks, the firm gained a complete view of each customer and measurable growth.
Within the first year after deployment, the Retell AI-powered Voice Agent integrated with Go High Level CRM revolutionized operations at the brokerage. Routine calls about claims and policies that used to be manual were now handled automatically, cutting average claim response times from 15 minutes to under 3 minutes and increasing lead conversions by 42%.
Thanks to its ability to converse naturally in multiple languages and tailor interactions, the AI also lifted the brokerage’s Net Promoter Score by 30 points, greatly enhancing customer trust and satisfaction.
Operational efficiency saw a 35% improvement as repetitive tasks were eliminated by syncing Retell AI’s voice automation fluidly with Go High Level workflows. Real-time triggers for policy renewals and follow-ups meant the brokerage missed almost no customer touchpoints. Like top insurers leveraging AI, the brokerage positioned itself as a digital-first company with full process visibility and proactive customer engagement.
Beyond the numbers, Retell AI’s Voice Agent brought a human touch to automation. It accurately understood intents like claims, renewals, and inquiries while ensuring compliance and precision. This perfect blend of empathy and technology set a new standard for mid-sized insurance brokers adopting intelligent voice automation.
Partner with Innogenio to unlock success through AI-powered automation and seamless CRM integration. From faster claims to smarter renewals, our proven solutions help you elevate efficiency and customer engagement.
Frequently Asked Questions (FAQs)
Q1: We get too many calls during claims season. Can Retell AI really handle that?
Yes, it can take unlimited calls at any time. It answers common questions instantly and sends complex ones to your team. One brokerage cut wait times from 15 minutes to just 30 seconds.
Q2: Our CRM has old, messy data. How does Retell AI help?
It connects with Go High Level and updates everything in real time. Every call, note, and status change is recorded automatically.
Q3: Our customers speak English and Spanish, sometimes both. Can AI keep up?
Yes, it understands both languages and can switch smoothly in the same call. It also gets accents and industry terms right.
Q4: What if it doesn’t know the answer?
If Retell AI can’t help, it quickly transfers the call to a human with all the details, so customers don’t have to repeat anything
Q5: Is it compliant with regulations?
Yes, it records consent, encrypts data, and keeps a full audit trail. Everything meets GDPR and insurance standards.
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