How does Voksha handle insurance company calls for a collision repair estimate?

For Auto Repair Shops

If your shop does collision work or participates in insurance direct repair programs (DRPs), calls from insurance adjusters are common and typically need specific handling, an adjuster usually wants to confirm the vehicle is on-site, discuss estimate details, or coordinate on parts and timeline, conversations that generally require someone with authority over the actual repair order rather than a general phone intake. Voksha can be configured to recognize these calls, either because the caller identifies themselves as calling from an insurance company or references a claim number, and route them directly to whoever at your shop manages collision estimates and insurance communication, rather than treating it like a routine customer call about scheduling an oil change. For shops without a dedicated collision estimator, Voksha can still capture the essentials, the adjuster's name, insurance company, claim number, and callback number, so your team has everything needed to call back promptly rather than losing the message in a stack of paper slips. This matters because insurance-related calls often carry real urgency, DRP shops are frequently held to response-time expectations by the insurance companies they work with, and a missed or delayed call can affect that relationship beyond just the single vehicle in question. If your shop handles a meaningful volume of insurance and collision work, it's worth explicitly configuring this call type during setup rather than leaving it to fall into the general customer-call flow, since the right next step (usually a live transfer or a guaranteed same-day callback) differs from how you'd want a routine mechanical repair call handled.