Deployment blueprint
A property and casualty brokerage with three offices, a producer team, a service team and a claims line that has to work at two in the morning. Here is how 3CTel designs the routing, the AI intake and the record-keeping.
For a P&C brokerage, 3CTel separates claims, quotes and renewals at the main menu, looks up the caller in the broker-management system to route existing clients to their service team, sends new quote requests to producers, and uses an AI agent for after-hours claims intake with escalation to an on-call broker. Recording on service and claims lines is configured with an announcement and a retention period set with the brokerage.
Deployment blueprint: a representative, anonymized scenario compiled from how 3CTel implements this kind of organization. No client is named and no result figures are stated; every parameter is a configuration choice we design with you.
A brokerage of this size deals with three very different kinds of caller. Existing clients call about renewals, changes to a policy or a certificate they need today. Prospects call for a quote and expect to reach a producer quickly. Claimants call when something has gone wrong, often outside office hours, and need to be told what to do next rather than left on voicemail.
Producers are compensated on new business and do not want service calls; the service team does not want to lose a renewal because a call went to a producer's voicemail. Storm days produce sharp spikes on the claims line. The broker-management system holds every client record and is where staff expect to see a note about each call.
Regulators in the brokerage's provinces expect brokers to keep records of advice and instructions. Call recording is one way to document that, and the brokerage wants it applied consistently on the lines where advice is given.
The main menu is short: claims, a quote, or an existing policy. Before the menu plays, the system checks the caller's number against the broker-management system; known clients skip the menu and go straight to their service team with a whisper announcing the client's name.
Conceptual illustration of the 3CTel interface — not a screenshot
| When | Then |
|---|---|
| Caller ID matches a client record | Skip menu; ring assigned service rep, then the service queue |
| Unknown caller presses 1 (claims), in hours | Claims queue with priority; overflow to service team |
| Unknown caller presses 2 (quote) | Producer round-robin; overflow to the producer queue; SMS confirmation to caller |
| Unknown caller presses 3 (policy) | Service queue; callback offered when wait exceeds threshold |
| Claims after hours | AI claims intake; urgent loss keywords or caller request escalates to on-call broker |
| Quote or service after hours | Message with transcript; next-morning callback task in the BMS |
Decide who answers, in what order, and what happens when they cannot.
Learn more: Call routingTwo ways to share incoming calls, and the team size where one turns into the other.
Learn more: Ring groups vs call queuesA phone menu that responds to keypad presses or spoken choices before a person answers.
Learn more: IVR (Interactive Voice Response)Conceptual illustration of the 3CTel interface — not a screenshot
Collects the policyholder's name, policy or address, what happened, when, and whether anyone is hurt or the property is unsafe. Confirms the claimant has a callback number and explains that a broker will follow up. Creates a claims task with the transcript.
Outbound calls and texts ahead of renewal dates, offering to book a review with the service rep. Anyone asking about coverage or price is transferred to a person or given a callback slot.
Answers office hours, how to get a certificate of insurance, where to send documents and how to pay. Anything about a specific policy is escalated.
Answers, understands and books — in English and French.
Learn more: AI ReceptionistA plan for every call that arrives after closing, on a weekend or on a holiday.
Learn more: After-hours callsThree ways to handle calls nobody can pick up, compared without a sales pitch.
Learn more: AI receptionist vs answering serviceProducers and the service team are two Contact Centre groups with different rules. The producer group uses round-robin so that new opportunities are shared evenly, with a short ring time and an overflow queue so a prospect never waits long. Producers answer on the mobile app from the road and see the caller's source in the whisper.
The service team uses skills routing: commercial, personal lines and French service. Callbacks are offered on the service queue, and a supervisor wallboard in each office shows waits during storm days. Claims sit in a priority queue that jumps ahead of service.
Conceptual illustration of the 3CTel interface — not a screenshot
Queues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreThe phone workflow behind a support desk that answers, follows up and improves.
Learn more: Customer serviceQueues, callbacks and analytics for teams that are always busy.
Learn more: High Call Volume TeamsThe broker-management system is queried by caller ID on every inbound call and receives a call note, recording reference and transcript afterwards. Where the BMS exposes an API, the lookup is direct; where it does not, an automation platform bridges the two. The CRM used by producers receives new-lead events from the quote path.
Scope is agreed during planning and availability is confirmed before activation. Nothing about the brokerage's core systems is described as native.
When recording helps, how callers and staff are informed, and how access and retention are set.
Learn more: Call recordingWhat the phone service processes, who can see it, and how retention and deletion are handled.
Learn more: Privacy of call dataWhy the registered address matters, how it is confirmed at setup, and how to keep it current.
Learn more: 9-1-1 on VoIPWhat happens to calls during an internet or power outage, and how failover is planned with you.
Learn more: Service continuityMap producers, service reps and their client books; agree the claims escalation rota and what the AI may collect.
Confirm the lookup and note-writing interface on a test client record before any live call uses it.
Configure menus, queues and AI prompts on temporary numbers; walk through a claim, a quote and a renewal call with the office manager.
Port the head-office number first, then the branches, keeping old lines forwarding until each port completes.
Dashboards are set up for answer time and abandon rate by path, claims-line waits on peak days, producer answer rate and lead distribution, callback completion, after-hours AI intakes and the share escalated to on-call, and BMS note coverage. They describe how the design is behaving; they are not outcome claims.
The caller's number is checked against the broker-management system before the greeting plays. A match routes the call to the assigned service representative with a whisper naming the client, and the call note is filed to that record. A call from an unrecognised number simply hears the menu.
It collects who is calling, which policy or property, what happened and when, and whether anyone is hurt or the property is unsafe. It creates a claims task with the transcript for the morning. If the loss is urgent or the caller asks for a person, it transfers to the on-call broker.
No. Producers and the service team are separate groups with their own queues, recordings and reports. Supervisors and the compliance role see across teams. This separation is a configuration choice that most brokerages request so that new-business and service work stay distinct.
Conceptual illustration of the 3CTel interface — not a screenshot
Producer and service routing, renewal-season capacity and an after-hours claims line.
Learn more: Insurance BrokeragesQueues, routing and supervision for teams that live on the phone.
Learn more: Contact CentreAnswers, understands and books — in English and French.
Learn more: AI ReceptionistDecide who answers, in what order, and what happens when they cannot.
Learn more: Call routingA plan for every call that arrives after closing, on a weekend or on a holiday.
Learn more: After-hours callsText from the number customers already call — as a team, not from a personal phone.
Learn more: Business SMS3CTel does not give legal advice. Many brokerages record advice and instruction calls as part of their own documentation practice. Canadian law generally requires that callers be informed that a call is recorded; the announcement and retention period are configured with you.
Yes. Remote brokers use the mobile and desktop apps, show the office number on outbound calls, and join the same queues and ring groups as office staff. Their 9-1-1 service address is registered individually.
Any system with an API or an automation-platform connector can be scoped for lookup and note-writing. Availability is confirmed before activation.
Yes. The after-hours path can ring an on-call broker first and fall back to AI intake, or the reverse. Which order applies is a design choice made with you.
A 3CTel specialist maps claims, quotes and service across your offices and your broker-management system, then builds and tests the routing on temporary numbers before porting.
