Agentic Solution for Auto Insurance Origination (USA)

The AAA (American Automobile Association) is one of the largest car-insurance providers in the United States. It operates as a federation of regional motor clubs that act as insurance carriers and distributors. Each club underwrites and issues policies (directly or via affiliated carriers) while following the AAA brand and regulatory standards. SearchUnify’s Agentic AI Solution for Auto Insurance Origination is an intelligent voice AI solution designed to assist insurers or insurance brokers ensure car owners buy insurance without any hassle, while maintaining compliance and improving conversion rates.

Need for a Voice Agent

The current auto insurance application experience is tedious. Multi-page forms, technical lookups and coverage terminology creates friction resulting in a significant portion of qualified prospects dropping off before completing an application. Because of these issues, insurers or insurance brokers:

• Experience high-dropoffs from applicants before completing the application (~84% as per ProPair)

• Lose revenue from qualified applicants who abandon the form.

• Increase load on customer support as the applicants call in with their questions mid-form.

• Have no medium to market discounts that applicants qualify for

• Miss opportunities to sell other insurance types as bundles.

SearchUnify’s AI Auto Insurance Origination Solution utilises a voice bot that transforms the form filling experience entirely with a natural, guided conversation that covers the entire origination lifecycle in 12 to 15 minutes. It:

• offers real-time guidance at common drop-off points (driver history, vehicle details, coverage selection).

• gives a mobile-first experience, Works on customers’ mobile phones so they can quickly look up VINs, policy numbers, and exact dates.

• reduces contact-center load by guiding customers and clarifying coverage terminology.

• increases revenue by helping customers buy the right car policies and by bundling other products (for example, home insurance).

• connects customers with a support agent whenever needed.

Note : Steps shown are illustrative. All workflow steps shown in the upcoming sections are fully customizable and tailored to each insurer's products, rules and processes

How it Works

The following section describes the solution steps from an end customer's perspective. The Agentic Solution features an AI Auto Insurance Origination Agent that guides customers seamlessly through the qualification to coverage finalisation journey in a single, natural voice conversation.

The AI Auto Insurance Origination Agent can also be trained on the insurer's knowledge base, enabling it to answer product questions, explain coverage options and provide real-time guidance, without ever leaving the conversation. As a result, the agent can handle digressions. If a customer asks an off-flow question during the conversation, the agent responds to the question from the knowledge base and then swiftly nudges the end customer to return to the insurance application flow.

The image below illustrates the workflow we have configured. Please note that the workflow can be customized based on the insurer's standard operating procedure (SOP).

Step 1: Warm Welcome & Context Setting

The AI Auto Insurance Origination Agent :

• Greets the customer

• Explain the process : "I'll help you get a quote in about 5-7 minutes. Please keep your VIN handy"

• Set expectations : What information will be needed

• Ask for identity with basic information (name, ZIP code, DoB, Phone Number and does OTP verification)

During this step, the AI agent also ensures it mentions that information collected from the customer is secure and will only be used to personalize their insurance options. The AI agent stresses on the fact that the data collected will not be shared with other parties without the applicant’s consent.

In this step, the AI agent asks the applicant whether they have had auto insurance previously. If the response is “No,” the agent follows up to confirm whether this is their first time applying for auto insurance and whether they were previously listed on someone else’s policy. Based on these responses, the agent classifies the applicant as a “New Applicant.”

If the applicant has an existing or prior insurance policy, they are classified as an “Applicant with Previous History” and additional questions about their current coverage are addressed in Step 4.

Depending on this classification, the coverage calculation and discounts also vary.

Step 2: Vehicle information collection

The AI Auto Insurance Origination Agent :

• Uses VIN lookup to find out Year, Make, Model, Trim of Car

• Understand about Primary use of the vehicle, its usage patterns, mileage etc.

• Captures ownership status and any existing liens. If existing payments / liens are there, it means applicants will need comprehensive and collision coverage

Step 3: Driver information & history

The AI agent performs the following actions in this step:

• Gathers driver’s personal details

• Gathers driver license information and date of expiry

• Asks about driving history in natural language ("Any accidents in the last 3 years?" or “Any incidents or violations in the last 3 years?”)

• Collects information for additional drivers on the policy

• Assesses defensive driving course completion for discounts. Also checks for good student discounts (if applicable age range is detected)

Note : If the applicant makes a mistake while sharing information, they can correct it by just asking the AI agent to correct the information. The AI agent will accordingly update the information. E.g in this conversation, the driver's license year was corrected from 2003 to 2008.

Step 4: Current insurance status

If the applicant is classified as “Applicant with Previous History” in Step 1, they are asked to share details such as current premium amount (helps with competitive quoting) and policy expiration date. The AI agent also tries to understand if there's a coverage lapse.

Step 5: Coverage preferences & education

The AI Agent

• Educates the applicant on coverage types in simple terms and recommends coverage levels based on vehicle value and customer profile

• Discusses deductible options with financial impact examples

• Present add-on options : Roadside assistance, rental reimbursement, gap coverage

• Finds smart bundling opportunities : Detects home ownership and trigger bundle detection agent

Step 5.1: Upsell home insurance and other products

This step is conditional. If the applicant doesn't have a home, the AI agent skips this step.

If an applicant mentions they own a home, the AI agent suggests bundling their home and auto insurance to save 15–20% on premiums. The AI agent then hands off the conversation to the Bundle Detection and Upsell Agent, which gathers additional details such as the year the home was built, its current value, whether there is an active mortgage and any home insurance claims in recent years.

Step 6: Quote generation, discount & finalization

To calculate applicable discounts for the auto insurance, the AI agent tries to find out if any of the good driver, safety policy, low mileage, defensive driving and AAA membership discounts are applicable for the application.

If the applicant is bundling home insurance, the AI agent tries to understand if any discounts can be applied if the house has a security system or smoke detectors.

Once coverage is discussed and the discounts are finalised, The AI agent shares the calculated premium with the customer and asks when they want coverage to start and whether they want to pay monthly or pay 6-months premium as upfront.

Step 7: Collect payment details and human handoff

In this step, the AI agent asks the customer to provide their email address. Once received, the AI agent sends a secure payment link and a secure link to update their SSN details. Once this step is completed, all details are securely logged into a ticket on a CRM and handed over to the insurer with full context for further underwriting and policy issuance.

Here is a snapshot of the applicant details and full context logged as a ticket in the CRM.