What happens if someone calls in an emergency, like reporting a total-loss accident or a house fire?

For Insurance Agents

You configure emergency and claims-adjacent scenarios into the call flow so they get handled with appropriate urgency rather than treated like a routine quote request. For a caller reporting an active emergency, a serious accident, a house fire, storm damage requiring immediate mitigation, Voksha can be configured to immediately provide your carrier's claims hotline number (since first notice of loss on most policies needs to go through the carrier's claims department, which typically operates its own 24/7 claims line separate from the agency), while also capturing the caller's details and flagging it for you as an urgent priority so you can follow up personally regardless of the hour. This matters because agents are not usually the ones who process claims directly, carriers have dedicated claims departments for that, but agents are often the first call a client makes because it's the number they know and trust, and a client in a genuine emergency needs to be pointed to the right place immediately, not left waiting for a callback. You set the specific instructions per carrier during setup, since claims hotline numbers and reporting procedures differ carrier to carrier, so Voksha gives the caller the correct number for their specific carrier rather than a generic answer. For a client who is shaken up and just wants reassurance and next steps rather than only a phone number, the qualification script can include basic guidance (confirm everyone is safe, note if emergency services are already involved, remind them not to discuss fault at the scene) alongside routing them to claims, while still flagging it to you as an immediate priority callback so the client hears from a real person from your agency as soon as possible.