1. Capture the Insurance Need Without Pretending to Quote
Good first-step questions collect name and contact, personal versus commercial, line of business, general need, state or location, preferred contact, current-policy timing if voluntarily provided, and scheduling. AI may summarize, classify the line, route to the right producer or team, book, and create a CRM task. Do not invent eligibility, carrier appetite, savings, a quote, or bindability. Use approved carrier, rater, or application workflows for deeper quote data.
AI can help
- ✓Summarize and classify the insurance need
- ✓Route to the right producer or team
- ✓Book an appointment and create a CRM task
Human / specialist keeps
- ●Decide eligibility and carrier appetite
- ●Own the quote and bindability decision
- ●Use approved carrier and rater workflows
Warning
Do not invent eligibility, carrier appetite, savings, a quote, or bindability. The actual quote comes from the carrier, comparative rater, or approved quoting platform.
2. Let AI Organize Quote Inputs—Let the Rater or Carrier Produce the Quote
AI can extract provided data, identify missing fields, summarize an existing policy, draft a producer checklist, prepare questions, and compare documents. The actual quote must come from the carrier, comparative rater, approved quoting platform, or licensed workflow. Do not let general AI calculate premium, coverage, eligibility, or carrier acceptance. The flow is: intake, AI organizes, staff or producer reviews, rater or carrier, actual quote, licensed review, then customer.
AI can help
- ✓Extract provided data and identify missing fields
- ✓Summarize existing policies and draft producer checklists
- ✓Prepare questions and compare documents
Human / specialist keeps
- ●Run the rater or carrier to produce the actual quote
- ●Review the quote and coverage with the customer
- ●Own the licensed recommendation
Warning
Do not let general AI calculate premium, coverage, eligibility, or carrier acceptance. The quote comes from the rater or carrier.
3. Summarize Policies and Dec Pages—Never Replace the Policy
AI may extract or summarize the named insured, effective dates, limits, deductibles, vehicles or properties, listed endorsements, carrier, premium shown, and renewal date. The summary is not the contract. If a conflict exists, the policy, endorsement, binder, or carrier system controls. Licensed staff should verify before advice. Do not infer unlisted coverage.
AI can help
- ✓Extract named insured, dates, limits, and deductibles
- ✓Summarize listed endorsements and premium shown
- ✓Prepare a structured summary for licensed review
Human / specialist keeps
- ●Verify the summary against the policy or carrier system
- ●Resolve any conflict in favor of the policy
- ●Own the coverage interpretation and advice
Warning
The summary is not the contract. If a conflict exists, the policy, endorsement, binder, or carrier system controls. Do not infer unlisted coverage.
4. Route Coverage Questions to Licensed Review
Administrative FAQs cover hours, billing contact, the document-request process, the claim-reporting contact, the certificate-request process, and appointments. Coverage and advice questions — am I covered, is this excluded, should I raise limits, which policy should I buy, will this loss qualify, will the carrier pay — go to a licensed producer or the carrier or claims channel. An AI assistant may retrieve relevant approved text for the agent, but it should not independently render a coverage opinion to the customer.
AI can help
- ✓Answer administrative FAQs and route appointments
- ✓Retrieve relevant approved text for the agent
- ✓Classify coverage questions for licensed review
Human / specialist keeps
- ●Render coverage opinions as a licensed producer
- ●Handle advice, exclusions, and limit questions
- ●Own the licensed recommendation
Warning
An AI assistant should not independently render a coverage opinion to the customer. Route coverage and advice questions to a licensed producer or the carrier.
5. Follow Up on Real Quote State
Quote states include new lead, application incomplete, ready to quote, quote received, producer review, quote presented, customer question, bound, lost, nurture, and suppressed. AI can draft follow-up, summarize replies, identify unanswered questions, and prepare producer handoff. Rules control timing, owner, channel, stop on response, stop on bind, expiration, consent, and max attempts. Never state a premium unless it is sourced from the verified quote.
AI can help
- ✓Draft follow-up based on real quote state
- ✓Summarize replies and identify unanswered questions
- ✓Prepare producer handoff
Human / specialist keeps
- ●Control timing, owner, and stop conditions
- ●Verify any premium against the actual quote
- ●Own the bind or lost decision
Note
Never state a premium unless it is sourced from the verified quote. Follow-up should stop when the quote state changes.
6. Use AI to Prepare the Renewal Conversation
AI can prepare a renewal summary: renewal due, current policy summary, known account changes from CRM, open service items, cross-sell opportunities to review, producer questions, and a communication draft. Actual renewal premium, coverage, carrier terms, underwriting action, nonrenewal, and eligibility come from the carrier or AMS. Do not manufacture 'your premium changed because' without evidence.
AI can help
- ✓Prepare a renewal summary from CRM and policy data
- ✓Surface open service items and cross-sell opportunities to review
- ✓Draft renewal communication
Human / specialist keeps
- ●Pull actual renewal premium and terms from the carrier or AMS
- ●Own underwriting action and nonrenewal decisions
- ●Approve the renewal conversation
Warning
Do not manufacture 'your premium changed because' without evidence. Actual renewal terms come from the carrier or AMS.
7. Classify Service Requests Before Routing Them
Possible intents include ID card, certificate, policy change, address, vehicle, driver, billing, claim, coverage question, cancellation, reinstatement, and other. AI classifies; rules route. An ID card goes to an approved retrieval or service process; a certificate goes to an approved certificate workflow; a policy change goes to staff, producer, or carrier; a claim goes to the claims reporting channel; a coverage question goes to a licensed producer. Do not let AI silently change a policy.
AI can help
- ✓Classify service requests by intent
- ✓Route each intent to the approved process
- ✓Create tasks and draft acknowledgments
Human / specialist keeps
- ●Handle policy changes through staff, producer, or carrier
- ●Route claims to the claims reporting channel
- ●Own any policy or coverage action
Warning
Do not let AI silently change a policy. Every policy change goes through staff, producer, or carrier process.
8. Surface Cross-Sell Opportunities—Do Not Manufacture Need
AI may flag objective relationship gaps such as an auto account with no home policy on record, a commercial customer with no cyber discussion logged, a renewal approaching, or an umbrella review due by business rule. Use these only as producer-review opportunities. Do not say 'this customer needs coverage X' based on AI inference alone. The licensed producer decides whether a cross-sell conversation is appropriate.
AI can help
- ✓Flag objective relationship gaps from CRM data
- ✓Surface renewals and business-rule reviews
- ✓Prepare producer-review lists
Human / specialist keeps
- ●Decide whether a cross-sell conversation is appropriate
- ●Own the licensed recommendation
- ●Do not manufacture need from AI inference
Note
Use cross-sell flags only as producer-review opportunities. Do not say 'this customer needs coverage X' based on AI inference alone.
9. Help Route Claims—Do Not Turn the Agency Bot Into an Adjuster
Good claims handling includes providing the carrier reporting contact, collecting administrative context, creating an agency task, routing urgent service issues, and summarizing the customer message. Do not determine liability, promise payment, estimate settlement, decide coverage, approve or deny a claim, or invent claim status. Claim status belongs to the carrier, TPA, or claims system.
AI can help
- ✓Provide carrier reporting contact and collect context
- ✓Create agency tasks and route urgent issues
- ✓Summarize customer claim messages
Human / specialist keeps
- ●Route claims to the carrier or claims channel
- ●Own no liability, payment, or coverage decision
- ●Keep claim status with the carrier, TPA, or claims system
Warning
Do not determine liability, promise payment, estimate settlement, decide coverage, or invent claim status. The agency bot is not an adjuster.
10. Use AI for Agency Marketing From Approved Insurance Facts
Useful marketing includes educational content, renewal education, seasonal reminders, social, email, FAQs, review responses, and landing pages. Verify carrier, product availability, discount, coverage claim, state availability, licensing, rate, and eligibility. Do not use unsupported claims like 'save 40%,' 'guaranteed coverage,' 'best rate,' or 'everyone needs' a product. Marketing must be grounded in approved insurance facts.
AI can help
- ✓Draft educational content, seasonal reminders, and FAQs
- ✓Generate social, email, and review-response drafts
- ✓Prepare landing pages from approved facts
Human / specialist keeps
- ●Verify carrier, product, discount, and state availability
- ●Approve every coverage or rate claim
- ●Reject unsupported marketing claims
Warning
Do not use unsupported claims like 'save 40%,' 'guaranteed coverage,' 'best rate,' or 'everyone needs' a product. Marketing must be grounded in approved insurance facts.