How to answer insurance coverage questions automatically
How to configure an AI agent that answers an insurance broker's most repeated questions, without ever inventing data about a specific policy.
Much of what an insurance broker answers every day is repetitive: what coverage a base car insurance policy has, what the usual deductible is, what documents are needed to open a claim. Outside business hours, or when the brokerage is alone handling several conversations, these questions go unanswered until the next day — and the customer looks for an answer elsewhere.
This guide shows how to configure these automatic answers using WhatSMS's AI Agents.
Step 1 — Load the coverage FAQ and general terms
Load into the agent's knowledge base the coverage FAQ, the general terms of the insurance policies the brokerage sells, and the list of documents needed to open a claim.
Step 2 — Configure the agent to never confirm a specific policy's data
Explicitly define that the agent only answers with documented general information — it never confirms coverage or amounts for an individual customer's policy. For that type of question, the handoff to a human is immediate.
Step 3 — Regularly review what the agent is answering
Use the authorship distinction in the Unified Inbox (AI vs. human) to track what kind of questions the agent is resolving on its own, and adjust the knowledge base whenever you notice a question that isn't yet documented.
Why this doesn't cost customers outside business hours
The customer gets an immediate answer to the most common questions, at any time, and the team only joins the conversation when a specific case really needs evaluation — instead of losing the next morning answering what could already have been clarified overnight.
You can create this account for free and load your brokerage's real FAQ before any commitment.
Frequently asked questions
Does the agent confirm the exact coverage of a specific customer?
No. The agent never invents data about a specific customer's policy nor confirms a coverage that isn't documented in the loaded knowledge base — when it doesn't know, it hands the conversation off to a human with the full context.
Which documents should I load into the knowledge base?
Coverage FAQs, general terms and conditions, and the list of documents needed to file a claim — everything you already use today to answer customers' most common questions.
Does this work outside business hours?
Yes — that's precisely when the agent avoids the most customer loss, answering the most common questions when the brokerage is closed or alone handling another conversation.
Does the team lose control over what's said to the customer?
No. Every message shows whether it was answered by the AI or by a team member, and the brokerage can take over any conversation at any time.
Do I need to update the knowledge base every time a general term changes?
Yes — the agent only answers based on what's currently loaded, so it's important to keep the documents updated whenever the general terms or claim requirements change.