450 calls a day. 85% handled without a person.

One line, two very different jobs

An MGA's servicing line carries two kinds of calls that have almost nothing in common except the phone number. Most callers want something quick: their policy status, a payment made, a replacement insurance card. A smaller but heavier share are calling about an open claim, and what they need next varies: a status update, a way to get a police report or damage photos into the file, or their adjuster's direct information. Routing both through the same staff, with the same tools, is where the volume turns into chaos: routine calls get stuck behind claims calls that need more time, and claims calls get stuck behind a routine question that should have taken thirty seconds.

Before EHVA, every one of these calls needed a person to authenticate the caller, look the record up in InsureSoft, and then manually follow up: emailing a payment link, texting a document request, or tracking down which adjuster owned a file. None of that work is difficult. At 450 calls a day, it's just a lot of it, and it was the main driver of labor cost on the line. Moving that volume to an insurance call outsourcing line, integrated with the systems already in place, is what brought the cost and the chaos down together.

Every call runs against InsureSoft, live

EHVA answers the servicing line and authenticates the caller directly against InsureSoft, the MGA's policy and claims management system. Policy status, payment status, and insurance card requests are answered from the same live record a staff member would pull up, not a script or a cached summary. If the caller wants a payment made, EHVA sends a secure payment link by text on the spot. If they need a new ID card, the request is confirmed and processed without a transfer.

Claims calls get routed the same way but resolve differently. EHVA checks the claim's status in InsureSoft and gives the caller a straight answer. If the file needs a police report, photos, or other documentation, EHVA texts a secure upload link right then, so the caller can send it from their phone without hunting for an email address. If the caller wants their adjuster, EHVA reads back the adjuster's contact information or transfers the call live, depending on what the caller asks for.

SMS is what ties the whole line together. Every action that used to require a follow-up email or a callback, a payment link, a document upload link, an adjuster's contact information, goes out by text during the call itself. The caller hangs up with what they needed already in hand instead of a promise that someone will send it later.

Results

• 450 calls handled per day across policy servicing and claims follow-up
• 85% of calls resolved fully autonomously, with no staff member involved at any point
• Four call types handled end to end: policy status, payment, insurance card requests, and claims follow-up
• Every call authenticated and answered against live InsureSoft data, not a script or a stale snapshot
• Secure payment links, document upload links, and adjuster contact information delivered by SMS during the call, not after it
• A meaningful drop in labor cost and inbound call chaos, with staff freed from the routine share of the line to focus on the calls that actually need a person