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Put an insurance-specific AI receptionist on your agency's phones to cover early mornings, after hours, Spanish callers and spam

who Ben Libardi, co-owner of Libardi Service Agency, a 14-person independent insurance agency in New York and South Carolina with a mostly commercial book, in a Sonant case study

The problem

The agency had no phone coverage before opening or after hours, no dedicated help for Spanish-speaking customers, and spam and sales calls eating staff time, while applicants for entry-level, unlicensed roles wanted $70,000 to $140,000.

What happened

877 calls handled in the first 30 days, a 100% answer rate and an average call of 3 minutes 41 seconds. Libardi says it stops spam and solicitation calls "in its tracks," that when his phone rings now he answers it nearly every time, and that the agency never turned it off. Self-reported.

Quoted in the source: Ben Libardi, co-owner, Libardi Service Agency. Source: Sonant case study: How a 14-Person Insurance Agency Answered 877 Calls in 30 Days Without Hiring a Single Receptionist · Added 2026-10-23.

How to set it up yourself

1. What Libardi Service Agency uses: Sonant, an AI receptionist built for P&C insurance agencies.
2. Map your call types (new quote, policy change, billing, claim, certificate request, carrier or vendor call) and who should get each one; the prompt below turns that into routing rules.
3. Decide your coverage gaps (before opening, lunch, after hours, weekends) and the languages you need, and set the receptionist to take a summary and route it whenever nobody is available.
4. Turn on spam and solicitation filtering, then place test calls for each call type, including one in Spanish, and check the routing and summaries.
5. Review the first 30 days of call logs with your team and adjust routing where calls landed with the wrong person.

Copy-paste prompt

I run {AGENCY NAME}, an independent insurance agency in {STATE(S)} with {NUMBER} staff and a book that is about {PERCENT COMMERCIAL} commercial. Draft call-routing rules for an AI receptionist. Staff and what they handle: {NAME - ROLE - CALL TYPES}. Office hours: {HOURS}. For each call type (new quote, policy change, billing, claim, certificate request, carrier/vendor, solicitation), give the questions to ask, who to warm-transfer to, what to do when that person is unavailable, and the summary fields to send. Add rules for Spanish-speaking callers and after-hours claims. Never let the receptionist bind coverage or give coverage advice.

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