Insurance & claims IVR

Clear direction for every policyholder call

An insurance IVR is never just one greeting. When every line of the phone tree was recorded at a different time by a different person, policyholders notice.

Choose from 150+ professional voice artists, or use Phonzai AI voices when a storm hits and a message has to change today.

Claims

First-notice-of-loss and claims status menus

Billing

Payment, autopay and billing prompts

Agents & brokers

Agent, broker and producer routing

After hours

Catastrophe, holiday and after-hours messages

Trusted by 100,000+ businesses worldwide

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Voice over recordings

Choose from our selection of over 150 premier voice-over artists to record professional, brand-consistent IVR prompts and greetings for your agency or carrier, in a voice policyholders trust. Available in English, Spanish, French, and more.

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Advanced text-to-speech AI voices

Instantly create professional, engaging greetings, voice prompts and on-hold messages for your agency or carrier with Phonzai’s advanced text-to-speech technology. Update claims notices and open-enrollment messages in minutes, with lifelike voices in 70+ languages.

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Unlimited music

Access thousands of pre-licensed music on-hold tracks to set the perfect mood for your policyholders. Choose from a wide selection of musical styles, including rock, classical, hip-hop, holiday, and more.

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Cutting-Edge AI Capabilities

AI Writing Assistance

Get help writing prompts that guide policyholders clearly, from reporting a claim to making a payment or reaching their agent.

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Built-In Script Translation

Record prompts in English, Spanish, French and more with professional talent, or translate scripts with AI and produce them in 70+ languages, including Spanish and French Canadian.

Built-In Script Translation Learn more
Insurance customer service agents wearing headsets at desks in a bright contact center

What we record for insurance IVR systems

  • Claims intake and first-notice-of-loss menus
  • Claims status and adjuster routing
  • Payment, billing and autopay prompts
  • Policy service and agent or broker routing
  • Catastrophe, holiday and after-hours messages
  • On-hold messages about online claims, apps and paperless billing

Works with your platform

GenesysFive9NICE CXoneRingCentralAmazon ConnectAvayaCiscoand more

Enterprise

Built for multi-location agencies and carriers

Update every line at once

Create and update messages in bulk from a spreadsheet, personalizing brands, products, agencies and hours. Then assign voices, preview, approve and download in batches.

Teams, roles and projects

Organize messages by line of business, brand, region or agency network. Claims can push a catastrophe update while marketing owns the hold promotions, without risking what policyholders hear.

Enterprise plan

Custom configurations for 100+ phone lines

  • 1M+ AI voice credits
  • Unlimited projects
  • 5 seats, add more anytime
  • Private projects
  • Dedicated success manager
  • Private onboarding & training
  • Migration support
  • SLA guarantees
  • API access & support
  • Offline invoicing & POs
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Insurance IVR by line of business

Built for every line of business

Every insurance IVR shares the same basics, but a property claims line, a health plan member line and an independent agency each need a different menu. Pick yours to see what a good menu covers.

IVR for property and casualty carriers

Most P&C calls are about a claim, a payment or a policy change. The claims option comes first, callers hear what to have ready, and a catastrophe message can go up the moment a storm hits.

  • First notice of loss
  • Claims status by claim number
  • Payment and billing
  • Catastrophe updates

IVR for auto claims

After an accident, callers need simple, calm directions: report the claim, find a repair shop, arrange a rental or request roadside help. We record every prompt in one steady voice.

  • Report an accident
  • Repair shop and rental options
  • Roadside assistance routing
  • Claims status

IVR for health and benefits plans

Members call about ID cards, coverage, claims and finding a provider, with big spikes during enrollment. Clear menus and timely hold messages keep those spikes manageable.

  • Member services and ID cards
  • Find a provider
  • Claims and coverage questions
  • Enrollment-season messages

IVR for life and annuity carriers

Calls are fewer but higher stakes: beneficiaries, policy loans, withdrawals and statements. A calm, unhurried voice and plain wording matter most here.

  • Beneficiary and claims line
  • Policy service and statements
  • Loans and withdrawals
  • Agent and advisor line

IVR for agencies and brokers

An agency answers for many carriers and many products. A clean menu routes callers to personal lines, commercial lines and claims help, in your agency’s own voice.

  • Personal and commercial lines
  • Claims help by carrier
  • Quotes and new business
  • Office hours by location
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Insurance IVR checkup

8 questions to ask about your IVR

Run your main number through this list. If you answer no to any of them, your policyholders are hearing it.

  1. Is “report a claim” the first option?

    Most callers after a loss want one thing. Don’t make them wait for it.

  2. Is Spanish offered in the first prompt?

    Policyholders who need another language shouldn’t have to sit through the English menu first.

  3. Does each menu have five options or fewer?

    Long menus send callers to the operator. Group options and go one level deeper instead.

  4. Do callers know what to have ready?

    A policy number, claim number or photos of the damage, said up front, shortens every call that follows.

  5. Can you post a catastrophe message in minutes?

    When a storm hits, the update has to go live before the call spike does.

  6. Does every brand and product line sound consistent?

    A patchwork of voices makes a carrier sound disconnected.

  7. Is hold time doing work?

    Hold messages can point callers to online claims, the app and paperless billing before an agent picks up.

  8. Can you change a prompt today?

    If a single update means re-recording the whole menu, your IVR will fall behind.

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Keep your IVR current

Your insurance IVR, season by season

An insurance IVR changes all year. Storms, enrollment periods, renewals and holidays all mean new prompts, and every out-of-date message is one more call your staff has to answer. Here’s what gets updated for insurance contact center messages, season by season.

Dec – Feb

Winter

Winter storms and year-end paperwork.

  • Winter storm claimsFrozen pipes and roof damage messages, with what to have ready.
  • Holiday hoursChristmas, New Year’s and MLK Day hours on every line.
  • Tax documentsWhen 1099s and premium statements arrive, and where to find them.
Mar – May

Spring

Severe weather season starts.

  • Hail and tornado seasonCatastrophe messages ready to post the day a storm hits.
  • Renewal remindersHold messages about reviewing coverage before renewal.
  • Memorial Day closuresHoliday hours and after-hours claims options.
Jun – Aug

Summer

Hurricane season opens June 1.

  • Hurricane preparednessHold messages on documenting property before a storm.
  • Wildfire and travel claimsSeasonal claims routing and status updates.
  • Independence Day closuresHoliday hours and claims hotline reminders.
Sep – Nov

Fall

Peak hurricane season meets enrollment.

  • Peak storm seasonCatastrophe routing and claims status updates.
  • Medicare and open enrollmentEnrollment hours, deadlines and plan questions.
  • Thanksgiving hoursHoliday hours, plus the end of daylight saving time.

Same-day changes with Phonzai

Catastrophe updates and closures go live in minutes with AI voices, and you can push one change to every line at once.

See how Phonzai works

Planned updates with voice talent

Book recordings with a real, professional voice talent. Ready in 3–4 business days, or 1–2 with rush delivery.

Ask about discounted word credit packages

Let’s talk

We’re never too busy to talk to someone as nice as you.
Get in touch with us and start the conversation. We’d love to hear from you.

Insurance IVR questions

What is an insurance IVR system?

An insurance IVR (interactive voice response) system is the automated phone menu policyholders hear when they call a carrier or agency. It routes them to claims, payments, policy service and their agent or broker, and handles after-hours and catastrophe messages. Snap Recordings records every prompt in that menu with professional voice talent or Phonzai AI voices.

What should a claims IVR include?

A direct first option for reporting a claim, a short list of what to have ready (policy number, date of loss, photos), claims status by claim number, and an after-hours path. Keep prompts calm and plain. Many callers have just had an accident or a loss.

What contact center messages does an insurance company need?

Most insurance contact centers need five kinds of messages: a greeting that points callers to claims first, IVR menu prompts that route to claims intake, claims status, payments, policy service and agents or brokers, after-hours and catastrophe messages, holiday and closure updates, and on-hold messages about online claims, the app and paperless billing. Snap Recordings records all of them with professional voice talent or Phonzai AI voices, so every line sounds like one organization and catastrophe updates go live in minutes.

How fast can we update messages during a catastrophe?

With Phonzai AI voices, you can write, generate and download a catastrophe message in minutes, then replace it with a professional recording once things settle.

Can agencies and carriers use different voices?

Yes. Use one voice across your carrier contact center and agency lines, or give each brand or product line its own sound.

How long do professional recordings take?

Professional voice talent recordings take 3–4 business days from the time your order is placed and scripts are confirmed. Rush service delivers in 1–2 business days.

Do you record hold messages too?

Yes. Hold messages can tell callers what to have ready, promote online claims and paperless billing, and play over licensed hold music.

Can you record prompts in Spanish and other languages?

Yes. Professional voice talent records in English, Spanish, French and more, and Phonzai AI voices cover 70+ languages. Built-in AI translation can turn your English script into the language you need.

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