The claim comes in on a Sunday evening
In short. Enquiry 360 is an AI receptionist for insurance brokers. It answers your line around the clock, asks your questions in your order, and tells a first notification of loss apart from a change of vehicle before anybody has read it. It routes the call, puts the client through to whoever is on call where you have given it a number, and files a structured record in your own Microsoft Dataverse. Cover decisions and advice stay with your people. From £99 + VAT a month. You can ring 01905 918444 and hear the assistant take a call.
A client standing in a flooded shop is ringing about the one thing they bought a broker for, and the office is dark.
Out of hours is where the claims are
Pipes go at night and cars get hit at weekends, so that is when most notifications arrive. The line is answered at three in the morning for the same cost as three in the afternoon, and the client speaks to something that takes the details properly.
It answers through the working day as well. Several callers at once are several separate conversations, so nobody sits listening to an engaged tone while an account handler is on another line.
A loss and an added driver take different paths
You set the questions, the order and what counts as urgent. A commercial property loss with the premises unusable goes one way. An added driver on a private motor policy goes another. The distinction is made during the call, from your criteria, and it is on the record before anyone opens it.
Where a notification meets the test you have set, it can put the client through to the handler or the on-call number you configured. At every other hour it takes the notification in full and says plainly what happens next.
What it takes down
Policy number, when it happened, what happened, what has been damaged, whether the premises or the vehicle can still be used, and how to reach the client. Whatever your own notification form asks, asked the same way on the thousandth call as on the first.
A value is checked against the rule your form declares as the client gives it, and read back where you have asked for a read-back. An answer that isn't clear is asked again rather than guessed at, which is the difference between a policy number you can work from on Monday and one somebody has to chase.
Who is on call this weekend
Routing is configuration, so the rota is yours to change. Property claims to one person, motor to another, a named individual this weekend and a different name the next. The change takes a few minutes and applies to the next call that comes in.
The notification reaches the person as well as the record. A Power Automate flow can push it to a shared claims inbox, a Teams channel, a text to whoever is on call, or a claims system with an API.
The daytime calls that interrupt the work that earns
Mid-term adjustments, certificate and schedule requests, renewal queries and clients chasing an insurer for a response arrive all day. Each one takes a few minutes of an account handler and breaks whatever they were doing.
These get captured against your own questions and queued for the morning, or routed straight away where they are urgent, which a certificate request usually is because a contract is waiting on it. Where the change has to be made on an insurer's system, it takes the request in full and your team applies it, which is the part that wanted a person anyway.
The record, and what you do with it afterwards
Every call becomes a structured record in your own Microsoft Dataverse, inside your own Microsoft tenant, in the region you choose. Sign-in is Entra ID and access follows your Dataverse roles. The conversation transcript is held against the session, alongside Dataverse's own auditing. Call recording is off unless you switch it on.
Because it is an ordinary Dataverse table, Power BI and Excel report on it directly: notifications by class of business, out of hours volume, how long a claim sat before somebody touched it. The app runs on a phone, so whoever is on call can read the whole notification before ringing the client back. Where you already run Dynamics 365, this installs into the same Dataverse and sits alongside it.
Judgement stays with an authorised person
It works from the questions you configure. It captures, checks and routes, and every caller is told at the start that they are speaking to an automated assistant. Cover, liability and anything that amounts to advice go to your people, with the full record of the call in front of them.
It runs on screen as well as on the phone
The same process runs in the browser for your account handlers, so a notification taken by a person is captured to the same standard and lands in the same place. Some brokerages start there, get their claim and adjustment records consistent, and add the phone line once they trust what it captures.
You can take the app on its own from Microsoft AppSource and add the voice agent later, or not at all.
Frequently asked
Can it take a first notification of loss out of hours?
Yes, and that is the call most brokers buy it for. It answers at any hour, asks your notification questions in your order, checks the answers as they are given and files the claim as a structured record. Where the loss meets the criteria you have set and you have given it an on-call number, it puts the client through to a person.
Will it tell a client whether they are covered?
Cover questions go to an authorised person at your firm. It captures what happened and routes it, so whoever decides has the whole call in front of them when they pick it up. Callers are told at the start that they are speaking to an automated assistant, and it makes no commitment on your behalf.
Can it handle a mid-term adjustment?
Yes. An added driver, a change of vehicle, a new address, extra stock or equipment: you set the questions each one needs and it asks them, reading back the details that matter. Where the change has to be made on an insurer's system, it captures the request in full and your account handler applies it.
How does it decide which calls are urgent?
You decide, and it applies what you decided. Urgency is criteria you set: class of business, what has happened, whether the premises or the vehicle can still be used, whether anybody is hurt. It asks, applies your rules and routes on the answers rather than on how worried the caller sounds.
Where does the enquiry go after the call?
Into your own Microsoft Dataverse, inside your own Microsoft tenant, and from there wherever your team already works. Power Automate reaches over a thousand connectors, so a notification can land in a shared claims inbox, a Teams channel, a text to whoever is on call, or your back-office system if it has an API. Power BI and Excel report on it like any other table.
How is it different from the answering service we use now?
The difference shows up the next morning. A message tells you a client rang about a leak. A notification tells you the policy number, when it happened, what is damaged and whether the shop can open, in the fields your own form asks for, ready to work from. It also runs your triage during the call, so a serious loss reaches whoever is on call while the client is still on the line.
How does this compare with the IVR on our claims line?
An IVR sorts by button press, which asks a caller to know which option their claim belongs to before they have described it. This asks them to say what has happened, takes the first notification in full, and judges urgency from what they described rather than from the option they picked.
Hear it handle one. Ring 01905 918444. The demo line runs a general business process rather than a broker's, so what you are listening for is the handling: how it asks, how it checks an answer back, and what it does when you give it something awkward. It takes about a minute.
From £99 + VAT a month. Free setup, cancel anytime. Or read where your call data lives and how it compares to an answering service.