We know that when you call us, it’s usually because you need help. There is nothing more frustrating than needing support only to reach a voicemail.
At O’Connor Insurance Associates, we never want you to feel like a number or a missed connection. That’s why we’ve introduced Quinn, our new AI phone assistant. We didn’t bring Quinn on to replace the people you trust, but to make sure those people are available when you need them most.
As call volume increased in our office, we began seeing more missed calls and voicemail. By letting Quinn handle phone answering, we have ensured our clients receive faster support, better call routing, and after-hours insurance phone support.
This has cleared the lines so our licensed professionals can focus entirely on what they do best: protecting you, your family, and your business. All coverage questions, policy changes, and advice remain with our experienced team.
Who (or What) is Quinn?
Quinn is our virtual insurance receptionist designed specifically for insurance agencies that focuses on helping callers quickly get where they need to go.
What Quinn Can Do During Business Hours
- Listen to the reason for your call
- Ask a clarifying question when needed
- Route your call directly to the right person on our team
For example:
- A client calling about billing or documents can be routed appropriately
- A new prospect calling about workers’ compensation is routed directly to our sales team
Quinn works best when callers simply explain their reason for calling in a normal, conversational way, such as:
“I have a question about the deductible on my auto policy.”
This allows Quinn to route your call accurately and quickly.
How Quinn Supports After-Hours Insurance Calls
For after-hours insurance phone support, we have enabled several features to better support our clients when our office is closed.
Quinn can:
- Text a link to your insurance company’s payment portal
- Transfer you directly to your insurance company in an emergency
- Walk you through how to log into your client portal to retrieve an auto ID card
- Collect information about a vehicle that needs to be added to your policy and schedule a callback during business hours so our team already has the details when they contact you
This means you no longer have to wait until Monday morning to get the help you need.
What Quinn Does Not Do (and Why)
For security and accuracy, Quinn is not programmed to answer insurance coverage questions.
Quinn also does not:
- change policies
- bind coverage
- make coverage decisions
All coverage guidance and policy changes are handled only by our licensed team members.
This ensures compliance, security, and proper licensed insurance guidance.
Quick Tips for Talking to Quinn
- When you call our office, briefly explain your reason for calling so Quinn can route you quickly.
- If you need help after hours, try using Quinn to access payment links, ID cards, or emergency carrier contacts.
For coverage questions, policy changes, or complex situations, expect to speak with one of our licensed professionals
What If I Prefer to Speak With a Person?
If a caller prefers to speak with a person, Quinn immediately routes the call to a live team member during business hours.
However, we strongly encourage callers to briefly explain why they are calling.
Quinn works best when she understands your reason for calling. This ensures your call is routed correctly within our insurance agency the first time.
4 Ways Our AI Assistant Improves Client Experience
From a client perspective, using an AI assistant for insurance agency phone calls improves accessibility, response time, and after-hours support.
- You are less likely to reach voicemail during busy times
- You can get help after normal business hours.
- Your call is routed to the right person faster.
- Our licensed team has more time available for meaningful conversations.
Our goal is simple: make it easier for you to get help when you need it.
Why We Chose an AI Assistant Instead of a Traditional Phone Menu
Traditional phone menus were never the right fit for our insurance agency. Long phone trees and “press one, press two” systems create friction, slow people down, and often leave callers feeling disconnected before they ever reach help.
As our agency grew, so did our call volume. We needed a better way to support phone calls, one that preserved our commitment to live service while reducing missed calls and voicemail during peak hours.
Using an AI assistant allows us to:
- Avoid long phone trees and confusing menus that frustrate callers
- Maintain our commitment to live insurance service, not automated decision-making
- Manage increasing call volume without sacrificing responsiveness
- Reduce missed calls and voicemail, especially during busy times
Instead of forcing callers to navigate a rigid menu, our AI assistant listens to why they’re calling and routes them appropriately, making phone support faster, more intuitive, and more human-centric.
Using an AI Assistant Helped Our Team Serve Clients Better
More than sixty hours per month shifted from answering basic calls to doing what our team does best: talking with clients and prospects about their insurance needs.
That time is now spent on:
- Having real conversations with insurance clients
- Reviewing policies and coverage needs
- Helping families and businesses understand insurance options
- Providing the consultative guidance we promise
Technology did not replace people. It has given our staff more time to be professionals.
Privacy and Security When Using Our AI Phone Assistant
Quinn is built specifically for insurance agencies and is designed to help with access and routing, not with coverage advice.
We use Quinn to support our team and protect your data, not to replace professional judgment or licensed guidance.
Why We Believe This Matters for Growing Insurance Agencies
If you are a growing business owner, you cannot ignore the role technology will play in the future of service. For growing insurance agencies, balancing service quality with call volume is critical.
Over the next several years, technology will continue to advance rapidly. Businesses will either use it to improve how they serve customers or fall behind.
Our goal is not to chase technology.
Our goal is to make sure our clients always have access to help, even when our team is helping someone else.
AI will never replace the professionals in our office who consult with clients and prospects about their unique and often complex insurance situations. It allows them to do more of exactly that.
If You’re Looking for an Insurance Agency that Uses Technology to Improve Service, Not Replace People…You’ve Found Us
At O’Connor Insurance Associates, our goal is to make it easier for you to reach us, and easier for our team to spend time where it matters most: with you.
The next time you call, let Quinn know what you need, and our team will take it from there.
Coverage depends on the terms and conditions of your individual policy. Always review your policy or speak with your licensed insurance advisor.
Frequently Asked Questions About Our AI Phone Assistant
Will I still be able to talk to a real person?
Yes. During business hours, you can always be routed to a live team member.
Can Quinn change my policy or give coverage advice?
No. Quinn does not answer coverage questions or make policy changes. Those are handled only by our licensed team.
Can Quinn help me after hours?
Yes. Quinn can help you access payment links, emergency carrier contacts, your client portal, and auto ID cards after hours.
What if I don’t want to talk to the AI assistant?
You can ask to speak with a person and be routed to a live team member during business hours.
Is this secure?
Quinn is designed specifically for insurance agencies and is used to support routing and access—not to replace licensed advice or decision-making.
