Renewal campaigns at cohort scale
10,000 concurrent sessions, so a large renewal cohort can be called inside one day's calling window instead of over weeks.
Enterprise · BFSI
Renewals, claims and verification at policy-book scale.
Renewal reminders, pre-issuance verification and claim-status calls in the policyholder's language, with every call recorded and transcribed.
10,000
Concurrent sessions
36+
Indian languages and dialects
100%
Calls recorded and transcribed
Why it works here
Sonex for insurance teams
Claim status from your core system
The agent reads live claim status from your core system through a tool call during the conversation, so the policyholder is not put on hold.
Recording and disclosure on every call
The recording notice and AI disclosure go in the agent's opening line, and every call is kept as a recording and a transcript you can review.
Use cases
Common first use cases
- →Policy renewal outreach
- →Claim intake and status
- →Premium payment reminders
- →Policy servicing and endorsements
- →Lead qualification for agents
Call scripts to start from: insurance renewal script, KYC verification script, in Hindi, English and regional languages.
How the calls work
How renewal, verification and claim-status calls run
Renewal and verification calls follow a fixed script with every answer recorded. Claim-status calls are inbound and read live data from your systems.
Renewal reminder
30, 15 and 3 days before the renewal date.
- 01The agent names the insurer and the policy, says it is an AI assistant and that the call is recorded, and confirms it has the policyholder.
- 02It reads the renewal date and premium from your policy system and asks whether they want to renew. If so, your payment system sends a link. Changes of cover go to a person.
Written back: renewing, already paid, link sent, wants a change, not renewing with the reason, or a callback time.
Pre-issuance verification call (PIVC)
After the proposal is signed and before the policy is issued.
- 01Before dialling, check the entry age and that the number is the proposer's own. Flag proposers above 75 for extra care.
- 02The agent opens with the insurer's name and the recording notice, offers a choice of language and confirms identity.
- 03It asks one question at a time and records a clear yes or no: product, premium and paying term, who receives each benefit, the nominee, and any promise not in the policy.
- 04It explains the 30-day free-look period. Any no, hesitation or confusion goes to a trained person before issue.
Written back: all confirmed, or referred with the question that failed.
Claim status and intake
Inbound, when a policyholder calls your claims number, at any hour.
- 01The agent finds the claim by policy or claim number and reads the current status from your claims system.
- 02For a new claim it records the details your claims team asks for. It never says whether a claim will be paid.
Written back: status given, new claim logged, documents requested, or transferred.
Rules that apply
Rules for insurers' calls in India and the UAE
IRDAI has no rule written for AI calls, but its orders, guidelines and ombudsman awards show how a sales or verification call is judged.
Opening lines with the recording notice and AI disclosure are in the disclosure script library, and calling rules by country sets India beside other markets.
Verification calls after the Canara HSBC Life order
IRDAI repealed its 2020 circular on pre-issuance verification calls in 2024, and we found no rule that now requires the call by name. Yet in a 10 September 2026 order fining Canara HSBC Life ₹1 crore, IRDAI called it a critical regulatory safeguard. In that case the call told the customer an annuity would be paid to them when it would go to their daughter. The PIVC guide lists what the call should confirm.
Scripts and recordings for phone sales
IRDAI's 2011 distance marketing guidelines probably still apply. They ask for a compliance-approved script, a choice of language, a recording notice and a record of the whole sale. Ombudsmen often decide mis-selling complaints on the recording, and no IRDAI text addresses AI calls (how long to keep call recordings).
Number series and the A2P declaration
Service calls to existing policyholders, such as renewal reminders, had to move to 1600-series numbers by 15 February 2026. A new product offer needs a 140 number and a consent or DND check. Whether a PIVC to a proposer belongs on 1600 is unclear, so ask your operator. From 27 November 2026, software-dialled calls must be declared to it (number series guide, TRAI's 2026 rules).
Policies sold through banks, and the UAE
From 1 January 2027, commercial banks must also seek feedback within 30 days of selling any financial product, insurance included (dark patterns on sales calls). In the UAE, insurers licensed by the Central Bank need prior express consent that records whether the customer accepts AI-based agents (UAE telemarketing rules).
Before go-live
What insurers prepare before going live
Policy and claims data
Connect the fields each call reads (policy name, renewal date, premium, claim status) through tool calls, so the agent never states a figure from memory.
Versioned, approved scripts
One script per product, approved by the compliance officer, with a version history that shows later exactly which words a customer heard.
Referral rules and numbers
Decide which answers send a case to a person. Sonex's shared numbers are not 1600 or 140 numbers, so run the agent on your own operator's telephony.
Tests and personal data
Test each script with native speakers on a real phone line. Policy and health details are personal data under the DPDP Act, whose main duties start on 13 May 2027.
FAQ
Questions insurers ask about AI calls
Rates are on the pricing page, and the cost calculator works out a monthly figure for your call volume.
Not by name, as far as we found: IRDAI repealed its 2020 circular on the call in September 2024. But a September 2026 IRDAI order called it a critical regulatory safeguard, and ombudsmen decide many mis-selling complaints on its recording, so skipping it loses the best evidence that the customer understood.
No IRDAI text addresses it either way. Automation suits the structured part of the call: a fixed script, one question at a time and every answer recorded. The agent should not decide a doubtful case, so any no, hesitation or sign of confusion goes to a trained person before the policy is issued.
The rules we found say nothing about it, so each insurer sets its own process. A cautious one calls again and never issues the policy without a recorded confirmation, and sends any case with a no, a doubt or an unanswered question back for review before issue.
IRDAI's 2011 distance marketing guidelines, which probably still apply, ask for a record of the whole sale for six months beyond the policy term or until a claim is settled, whichever is later, and life insurance verification call records for at least three years. Keep each recording for the longest period that applies.
For marketing calls, yes. Since 31 March 2026 the Central Bank of the UAE has required prior express consent that records how the customer accepts being contacted: by people, AI-based agents or robocalls. If the consent names only human agents, a person should make the call.
Compliance
Security and compliance controls
Encrypted in transit and at rest, tenant isolated and fully audit logged.
GDPRCCPAHIPAA-readyDPDPRBACE2E encryptedFull audit trailsMulti-tenant isolation
Other industries
AI voice agents for other industries
Every industry runs on the same stack: see voice agent pricing per minute, hear Pāṇini text to speech in 250+ languages, or browse the full language list.
BFSI
Banking and lending
Collections and servicing in the borrower's own language.
Clinical
Healthcare
Patient conversations that respect language and privacy.
Consumer
E-commerce and retail
Order, delivery and returns support in every regional market.
Operations
Logistics and mobility
Driver, rider and consignee calls at fleet scale.
Sales
Real estate
Property enquiries called back, qualified and booked for a visit.
Talk to someone who has deployed this before.
A working conversation about your use case, your stack, and what it realistically takes to go live.