Hindi AI Voice Agent for Insurance Renewals and Leads

Two jobs, one agent: renewals and new leads

Insurance phone work splits into two jobs with different tempers. Renewal calls go to people who already bought, and they are about timing, reassurance and a payment link. Lead calls go to people who enquired on PolicyBazaar, a website form or a Meta ad, and they are about speed and a few qualifying questions. A Hindi agent can do both, because both are structured conversations with a clear next step.

Hindi matters more than most buyers expect. A renewal reminder in English to a policyholder in Kanpur or Indore is read as a bank notice and ignored. The same reminder in respectful Hindi, with 'premium' and 'policy' left in English because that is how people say them, is heard as a person who cares about the policy. A mixed sentence such as 'aapki policy ka premium due hai, kal tak renew kar lijiye' is the natural register.

What the agent will not do

• —It does not advise on which plan to buy, compare products or promise returns, claims or approvals. Those answers belong to a licensed person; the call is transferred to your team or flagged for a callback.
• —It does not state policy terms that are not in its brief. A grace period, for example, differs by insurer and mode of payment, so the agent quotes only what you have put in writing.
• —It does not take a premium payment on the call. It can send a WhatsApp message during or right after the call, and the customer pays through your normal channel.

A renewal timeline that works

Most lapses are forgetfulness, not a decision. A single reminder the day before is too late for a customer who needs to arrange funds. A staggered set of calls and messages, each sounding different, lifts renewals without nagging.

Translations: 'Namaste Sharma ji, your health policy premium is due on the 15th of next month. Shall I send the payment link on WhatsApp?'; 'Sharma ji, seven days remain. If you have a question I can answer it, or connect you to our team'; 'Today is your policy's last day. The link is on your WhatsApp and payment takes five minutes'; 'Your premium is pending. Please pay soon to keep the policy active; shall I connect you to our team?'

Life and health policies usually allow a grace period after the due date, commonly 30 days and shorter for monthly payers, but it varies by insurer and product. State it only if the policy document confirms it, and say 'policy active rahegi ya nahi' in the insurer's own words, not a guess.

The lead-calling call, in Hindi

A lead from PolicyBazaar or a Meta ad has asked for a quote, and several agents are probably calling. Outpero dials a new enquiry within 30 seconds of it arriving, routed from the source through Zapier, Make or a webhook where there is no direct connection. The call is short and has one goal: collect enough for a person to follow up usefully.

1. 01Open: 'नमस्ते, मैं [कंपनी का नाम] से बोल रही हूँ। आपने term insurance के बारे में enquiry की थी, क्या दो मिनट बात हो सकती है?' (Hello, I am calling from [company]. You enquired about term insurance; can we talk for two minutes?)
2. 02Age and family: 'आपकी उम्र कितनी है, और परिवार में कौन-कौन आप पर निर्भर है?' (How old are you, and who depends on you in the family?)
3. 03Cover need: 'आप कितने का cover सोच रहे हैं, पचास लाख, एक करोड़, या उससे ज़्यादा?' (What cover are you thinking of, fifty lakh, one crore or more?)
4. 04Existing cover: 'क्या आपके पास पहले से कोई policy है?' (Do you already have a policy?)
5. 05Book: 'हमारे advisor कल सुबह 11 बजे या शाम 6 बजे call कर सकते हैं, कौन सा time ठीक रहेगा?' (Our advisor can call tomorrow at 11 in the morning or 6 in the evening; which suits you?)

Hindi numbers need care here. A caller who says 'paune do crore' means ₹1.75 crore, and 'dedh sau' is 150. The agent should read amounts back before saving them. Names carry respect markers such as Sharma ji or Gupta sahab, which should be repeated, not dropped.

Register for older policyholders

Many renewals belong to older customers who bought a policy years ago and still treat the premium as a family duty. They respond to calm, slower Hindi, repeated names with the honorific ji, and one request at a time. A script that rushes through three questions in a row sounds like a salesperson. Keep each turn short, pause for the answer, and offer to send details to a son or daughter on WhatsApp if the customer prefers, with the customer saying so first.

Test this on the agent before launch: speak slowly, answer after a long pause, and ask it to repeat itself. It should repeat without irritation and without changing the words into something shorter.

Cautions specific to insurance

• —Mis-selling. IRDAI's rules on fair treatment of policyholders apply to what is said on any call. Keep the agent's brief factual, avoid return promises, and route anything that sounds like advice to a licensed person.
• —Consent and DND. Renewal calls to existing policyholders are service calls; sales calls to a list need the right permissions. Outpero uses a DLT-registered calling line and screens bulk campaigns against DND, but whether a given call is service or promotional is your compliance team's decision.
• —Sensitive moments. A policyholder who mentions an illness or a death in the family should reach a person, not a script. Brief the agent to apologise briefly, stop selling and transfer to your team or flag a callback.
• —Identity. Do not have the agent read out sensitive details such as full policy numbers or health information unprompted. Let the customer give the last digits and confirm.
• —Disclosure. If a customer asks whether they are speaking to a person, the agent should say it is an AI assistant calling for your company.

What happens after the call

Each call produces a recording, a transcript, a summary, sentiment and your custom fields, for example promised payment date, reason for delay and preferred callback time. They appear in the dashboard, can be exported as CSV, and go to your webhook for every call, completed calls only, or voicemail only. A customer who rings back is recognised by caller memory and the call picks up from the earlier conversation instead of starting over.

The same number can answer inbound calls 24/7. An evening call from a policyholder who wants a renewal link is handled, logged and, if needed, flagged for your team the next morning.

Cost: renewal reminders versus a telecaller

Outpero has no setup fee, subscription or contract. Connected minutes cost ₹5 on Standard voices and ₹6.8 on Premium, from prepaid credits at ₹1 each; a dedicated +91 number is ₹649 a month with one channel included. Prices exclude 18% GST.

A human telecaller in India costs roughly ₹15,000 to ₹25,000 a month, with ₹18,000 as the reference figure, works one shift and handles one call at a time. A renewal week, when a thousand policies fall due together, is exactly when a single caller falls behind and extra channels (₹649 a month each, add or remove any month) help.

Where it is not the right fit

• —Insurers or brokers that need on-premise hosting or a long list of security certifications. Enterprise voice vendors publish those; Outpero does not.
• —Customers who need Gujarati, Bengali or Punjabi. Outpero covers Hindi, Telugu, Tamil, Marathi, Kannada, Malayalam and English.
• —Calls that need a licensed person for the whole conversation, such as a claims dispute. Route those to people from the first ring.

How to start

Load 50 policies due next month, write the four-line renewal brief with your insurer's own wording, and read every transcript. The 50 free credits at signup cover about ten minutes of Standard calling, which is enough to hear the Hindi on your own phone. Scale after the first batch has produced real payment dates and no complaints.

Frequently asked questions