Industries / Insurance
Uniden Voice for Insurance
Every claim call arrives on the worst day of somebody's year.
Nobody rings an insurer casually. They ring after a crash, a fire, a break in or a flood, and how quickly a human answers is the single thing they will remember about your business forever.
Answers 24/7Genuine Australian voicesKeep your numberBroker or insurer
Every storm week
Your claims lineMon 9:10am
Consultant on a claim, storm damageCareful, unhurried work that cannot be rushed.Engaged
New claim, tree through a roofDistressed, and second in the queue.16s36s55s74sMissed
New business quote enquiryComparing three brokers this morning.06s14s22s31sMissed
One claim handled. One client distressed, one policy lost.
The bit nobody counts
Retention is decided in the first ninety seconds of a claim call
Policyholders forgive almost everything except being unreachable at the moment they needed you. That is when renewals are actually won and lost, not at renewal time.
1Claims volume arrives in weather shaped spikes. A hailstorm produces a month of call volume in two days, and no roster anticipates it.
2Distressed callers will not wait on hold. They hang up, they ring again, they get angrier, and they tell everybody about it.
3New business queues behind claims. The quote enquiry that would have been a twenty year policy sits behind a claims queue and gives up.
UNIDEN VOICE · RETENTION LEDGER
Illustrative only. Put your own numbers in.
Calls per week in an event900
Answered by consultants520
Abandoned or rang out380
Share of those who were
at risk of leavingx 0.15
Claim and quote calls that did not reach anyone57
Lifetime value of a policy$4,800
AT RISK PER WEEK$273,600
PLUS the quotes never answeredConsiderable
Uniden Voice, per weeka fraction of that
Change the two highlighted lines to your own figures.
The arithmetic is the point, not our example.
Retention arithmetic makes this the most expensive phone problem in financial services.
The arithmetic is the point, not our example.
Retention arithmetic makes this the most expensive phone problem in financial services.
Six things every broker says out loud
You have said at least four of these this month
These are not phone problems. They are retention and reputation problems that arrive down a phone line at the worst possible time.
01
Weather events break every roster
A single storm produces weeks of volume in a day. You cannot hire for it and you cannot predict it.
Capacity that scales instantly with the event, not with your headcount.
02
Distressed callers should never hold
The person whose house is damaged is the person least able to tolerate a queue, and most likely to leave.
Answered on the first ring, every time, with a calm Australian voice.
03
Most claim calls start with the same twelve questions
Policy number, date of loss, what happened, is anyone hurt, is the property secure. Structured, repeatable, and currently done by your most experienced people.
Captured completely by the agent, so consultants start from a full picture.
04
New business dies in the claims queue
One line, one queue, and your growth channel sits behind your service channel.
Separate queues, so quotes never wait behind claims.
05
After hours claims go to an answering service
Which takes a name and a number and nothing else, and the client has to explain it all again tomorrow.
A complete first notification of loss taken at 2am, ready for morning.
06
Nobody can prove what was said
Disputes about what was disclosed or promised on a call are expensive and hard to resolve.
Every call recorded, transcribed and summarised against the policy.
Watch one of them get handled
2:30am after a storm. The claim is already lodged.
This is the call that used to reach an after hours answering service. Here it is being answered by a Uniden Voice AI phone agent, in an Australian accent, from what you told it about your business.
It sounds like it is from here. Genuine Australian voices, calm and unhurried, not a call centre accent.
It knows your process, not the policy wording. How to lodge, what information is needed, and what happens next. It does not decide coverage, by design.
It takes a full first notification. So your consultant starts from a complete picture instead of a name and a number.
It escalates emergencies immediately. Anyone injured or in danger is directed to emergency services first, always.
Uniden Voice AI Agent Live on line 100:57
AgentYou have called Aldridge Insurance. I can help you lodge a claim. First, is anybody injured or in immediate danger?
PolicyholderNo, nobody is hurt. But a tree has come through the roof of our back room and there is water coming in.
AgentI am glad everyone is safe. I will get this lodged now so someone can call you first thing. Can I take your policy number, or your full name and address if you do not have it handy?
PolicyholderIt is Fiona Sarkis, 8 Renwick Street, Coburg.
AgentThank you Fiona. Is the property secure enough to stay in tonight, and have you been able to stop the water spreading?
PolicyholderWe have moved everything out of that room and put buckets down. We can stay.
AgentThat is sensible. I have lodged the claim with the details and photos you can now send to the number I have texted you. A claims consultant will call you before nine, and emergency make safe repairs are covered.
What happened at half past two in the morning
- Safety checked first, before anything about the policy
- Full first notification of loss lodged, not just a message taken
- Policyholder identified and the claim raised against the right policy
- Photo upload link texted and a callback committed for before nine
One number, never one queue
A new quote should never queue behind a storm event
Publish one number. Behind it, claims get answered immediately and lodged completely, new business has its own path, and renewals never sit behind either.
Live call being routedOverflow and after hours to the AI agent
Demand peaks
Your call volume is decided by the weather
Insurance call volume is event driven in a way almost no other industry experiences. A single storm or fire season produces a month of demand in forty eight hours, with no notice.
An AI agent is the only capacity that can absorb that. It answers every call immediately, takes complete first notifications, and keeps your consultants working on the claims that need judgement rather than on intake.
Inbound calls across an insurance yearshape, not scale
What your consultants can realistically answer Overflow the AI agent picks up
Illustrative shape based on typical Australian storm seasons. Your own curve depends on your book and geography.
It plugs into what you already run
Your phone should know which policy is calling
Uniden Voice connects to more than a thousand apps and offers open APIs, so a call arrives with the policyholder, their cover and any open claim attached rather than just a number.
SalesforceHubSpotXeroZohoMondaySlackGoogle Business ProfileGoogle DriveMicrosoft OneDriveOpen APIs for the rest
01 · ON THE RING
Screen pops before you say hello
The caller's name, their history and their open claim appear on the handset or in the app as it rings, so the first thing out of your mouth is their name and not "who am I speaking with".
02 · DURING THE CALL
Click to call from anywhere
Ring a policyholder straight from the record in your broking or policy system, without ever typing a number. Fewer wrong numbers, and every call logged against the right file automatically.
03 · AFTER THE CALL
Notes that write themselves
Recording, transcript, AI summary and the next action land in your CRM or your shared drive. Nobody has to remember what was promised on a Friday afternoon.
Why Uniden, and not the other twelve
An Australian platform for the calls people remember forever
A claim call is the moment your brand is decided. Very few platforms keep those conversations onshore end to end, and almost none are backed by a brand Australians have known since 1966.
Onshore, end to end
Designed and built in Australia, hosted in Australian datacentres, and supported by Australians you can actually get on the phone. Your customer conversations do not leave the country.
An accent that lands
The AI answers in a genuine Australian voice. It matters, because a caller who thinks they have reached an offshore call centre hangs up before you get the chance to help them.
Onshore, and that matters here
Calls, recordings and transcripts stay in Australian datacentres, on an Australian owned platform, supported by Australians. Policyholder conversations never leave the country.
One provider, one bill
Keep your numbers including 1300 and 1800, and take the NBN connection from us too. Fewer vendors to chase when something goes wrong at the worst possible moment.
Straight answers
The questions brokers and insurers ask us first
Will the AI make coverage decisions?
No, and we configure it not to. Deciding whether something is covered is a judgement your licensed people make. The agent lodges the claim, captures a complete first notification of loss, and explains your process.
If a caller asks whether they are covered, the agent is scripted to say a consultant will confirm that, rather than guessing. That protects you as much as the client.
What happens if somebody is in danger?
The agent's first question on a claim call is whether anyone is injured or in immediate danger, and it is scripted to direct callers to triple zero before anything else. Emergency response always comes before claims process.
You define that script and it does not drift.
Can it cope with a catastrophe event?
This is the strongest case for it. When a hailstorm generates a month of calls in two days, an AI agent answers all of them simultaneously rather than putting nine hundred distressed people in a queue.
Your consultants then work through complete, structured lodgements instead of spending the whole event on intake.
What happens when the AI cannot help?
It hands over, and you decide where. Coverage questions, disputes, complaints and anything involving injury can go straight through to a person, to a specific queue, or to a manager's mobile.
The caller is not asked to repeat themselves either. Whoever picks up gets the context the agent already gathered. Outside hours the agent takes the details, sends an SMS confirmation and queues the callback.
Do I have to change my phone number?
No. Number portability is standard, including 1300 and 1800 numbers, so the number on every number printed on your policy documents and on years of Google results stays exactly as it is.
We port it across and plan the cutover around your hours, not ours.
What happens if the internet drops?
Calls keep flowing. The mobile app keeps working over 4G and 5G, so your people can answer on their handsets while a site connection is down, and call flows can be set to divert to mobiles automatically.
You can also take your NBN service from Uniden Voice, so the connection and the phone system are one provider with one support number, instead of two companies each suggesting the problem belongs to the other.
How long does it take to get running?
A single site can be live quickly, because the apps need no hardware and the handsets arrive ready to plug in. The part worth doing properly is the call flow and the AI agent's knowledge of your business, and we build that with you rather than handing you a manual.
Number porting is the one step with an external timeline, so we usually run your new setup alongside the old line until the port completes. Your claims line is never unavailable during a changeover.
Now You're Talking
Answer the worst day of somebody's year on the first ring
Book fifteen minutes. Show us how claims and quotes reach you today, and we will show you the version that holds up in a storm.
1300 881 662 · info@unidenvoice.com · www.unidenvoice.com