How Wilbert's AI Workers handle each call

Five specialised workflows, each designed for a specific job. Here's exactly what happens when the AI picks up the phone.

Lead Triage
A new enquiry comes in. Before your team spends time on it, Wilbert calls the lead to check if they're genuinely interested — and either transfers them live to a specialist or books a callback.
Goal
Qualify the lead: interested (transfer now), busy (book callback), or not interested (close politely).
Who gets called
People who have submitted an enquiry or quote request but haven't spoken to anyone yet.
What Wilbert does NOT do
Never gives quotes, prices, or policy details. Never asks for vehicle registration or personal data. Only qualifies intent.
Outcome
Interested leads are warm-transferred to a human specialist in real time. Others get a callback booked or are closed gracefully.
Phase 1
Greeting & context
Wilbert introduces itself, names the brokerage, and mentions the enquiry the lead submitted. Asks if it's a good time.
"Hi there, good morning. Am I speaking with John? ... I'm Sophie, calling from Hastings Direct. We've received a request from you for motor insurance. Is this a good time?"
Phase 2
Recording notice
Brief, mandatory disclosure that the call may be recorded. Waits for acknowledgement before moving on.
Phase 3
Specialist offer
Offers to connect the lead with a specialist who can go through everything with them. Waits for a clear "yes" before transferring.
"Perfect. So if you'd like, I can put you through to a specialist who'll go through everything with you, yeah?"
Phase 4
Transfer or reschedule
If interested: warm transfer happens immediately. If busy: Wilbert asks for a specific day and time, confirms it, and books the callback. If not interested: polite close.
Key rules
  • Never gives quotes, prices or policy details
  • Never combines the recording notice with the specialist offer in the same turn
  • Always waits for a clear "yes" before initiating transfer
  • Never speaks more than 2-3 sentences without waiting for a response
Collect Unpaid Premiums
Your team knows which accounts are overdue. They just can't get to them all. Wilbert calls every one — politely, persistently, automatically.
Goal
Remind the client about the overdue payment, understand if there's an issue, and arrange next steps (callback with details, payment plan, or note that they've already paid).
Who gets called
Existing clients with one or more outstanding premium payments flagged in the system.
What Wilbert does NOT do
Never threatens or pressures. Never discusses cancellation consequences. Never takes payment on the call. Helpful, not aggressive.
Outcome
Client is reminded. Situation is understood. Next step is arranged (team callback, payment plan request, or payment confirmed).
Phase 1
Greeting & context
Introduces itself, mentions there's an outstanding premium on their account. Frames it as "checking in", not chasing.
"I'm just giving you a quick ring because we've noticed there's an outstanding premium on your account. I just wanted to check in with you."
Phase 2
Understanding the situation
Listens to the client's response. Adapts based on whether they weren't aware, have a reason (financial difficulty), or say they've already paid.
Phase 3
Offer help
Suggests practical next steps: checking direct debit, getting the team to call with exact figures, or setting up a payment plan.
"What I can do is get one of the team to give you a call to go through your options — we might be able to set up a payment plan or adjust the dates. Would that be helpful?"
Phase 4
Close with action
Summarises what was agreed, notes it on the account, and closes warmly. Every call results in a logged disposition and incident for follow-up.
Key rules
  • Never threatens, pressures or uses aggressive language
  • Never gives specific amounts unless provided in the briefing notes
  • Never discusses policy cancellation or consequences
  • Always frames the call as helpful — "checking in", "making sure everything's okay"
Cross-Sell Discovery
Call existing clients to find policies they hold with competitors. Identify cross-sell opportunities your team never had time to uncover.
Goal
Find out which insurance policies the client has outside the brokerage, who they're with, and when they renew. That's it — no selling.
Who gets called
Existing clients who may have car, home, health, life or other policies with competitors.
What Wilbert does NOT do
Never quotes prices. Never asks for detailed quotation data (registration, square metres, etc.). Only gathers: what type, which insurer, when it renews.
Outcome
A complete map of the client's external policies with renewal dates — ready for the commercial team to act on at the right time.
Phase 1
Greeting & value proposition
Introduces itself and immediately frames the call as a benefit: "we're reviewing our clients' insurance to see if we can get you better prices on any policies you hold outside the brokerage."
"I'm calling because we're reviewing our clients' insurance to see if we can get you better prices on any policies you hold outside the brokerage. Have I caught you at a good time?"
Phase 2
Quick transition
Recording notice, then straight into the first question — no unnecessary pauses. "Do you have car insurance outside the brokerage?"
Phase 3
Information gathering
Goes through policy types one by one (car, home, health, life, other). For each: who's it with? When does it renew? Stops when the client says they've covered everything.
"And who's that with? ... And roughly when does it renew? Do you remember the month? ... Brilliant, okay."
Phase 4
Close
Always closes with the same promise: "I'll have a look at everything and if we can find you something better we'll give you a shout." Even if no external policies were found.
Key rules
  • Never gives quotes or specific prices
  • Never asks for quotation details (registration, model, etc.)
  • Stops asking about more types as soon as the client says "that's all"
  • Always frames the call as saving the client money
Renewal Follow-Up
Call clients whose policies expire soon. Remind them, answer questions, and book callbacks with your team — before they auto-renew at a higher price.
Goal
Make sure the client knows their renewal is coming up, offer to review their cover for a better deal, and book a specialist callback.
Who gets called
Existing clients with a policy renewing in the next 30-60 days.
What Wilbert does NOT do
Never quotes prices. Never pressures. If the client isn't interested, Wilbert respects it and suggests checking again closer to the date.
Outcome
Client is aware of renewal. If interested, a specialist callback is booked with any changes noted (new car, moved house, etc.).
Phase 1
Greeting & heads-up
Lets the client know their policy is coming up for renewal. Frames it as looking out for them.
"Your policy is coming up for renewal soon, and I wanted to make sure you're sorted. A lot changes in a year — sometimes we can find you better cover for less."
Phase 2
Gauge interest
Asks if they'd like the team to have a look. If they say they're happy as they are, gently suggests a no-obligation check anyway.
Phase 3
Quick information check
If interested: asks if anything has changed (new car, moved house, claims) and what they'd improve about their current cover. Books a specialist callback.
"Has anything changed since last year? New car, moved house, any claims? ... And are you happy with your current cover, or is there anything you'd change?"
Phase 4
Close
Confirms the callback details. Always no-obligation: "They'll go through everything — just so you can compare."
Key rules
  • Never gives quotes or specific prices — "the team will put together some options"
  • Never pressures — if they're not interested, respect it
  • Never bad-mouths their current insurer
  • Always frames the call as saving them money at renewal
Claims Follow-Up
Keep clients informed after a claim. Proactive updates reduce complaints and protect retention — without taking up your team's time.
Goal
Check in on the client after a claim. See how things are going, answer questions, flag any issues to the claims team, and make sure the client feels looked after.
Who gets called
Clients with an open or recently resolved claim that hasn't had a follow-up in the last few days.
What Wilbert does NOT do
Never makes promises about outcomes, timelines or payments. Never gives legal or coverage advice. Never dismisses the client's frustration.
Outcome
Client feels heard and supported. Any issues are logged and escalated. Claims team callback is booked if needed.
Phase 1
Empathetic greeting
Introduces itself warmly. Uses a slightly slower pace than other workflows — claims are stressful and the tone needs to match.
"I'm just giving you a ring to follow up on your recent claim and make sure everything's going alright. How's it all been?"
Phase 2
Listen & respond
Asks how things are going and listens carefully. Adapts based on the response: if fine, checks for questions. If frustrated, acknowledges and takes detailed notes. If questions, answers what it can or books a callback.
Phase 3
Proactive check
Asks if the client has been able to sort temporary arrangements (courtesy car, alternative accommodation, etc.) and flags any gaps to the team.
"And just while I've got you — have you been able to get everything you need sorted in the meantime? Temporary arrangements, that sort of thing?"
Phase 4
Reassuring close
Recaps actions taken, offers to be available anytime, and closes with genuine warmth. The client should feel supported, not processed.
"If anything comes up in the meantime, don't hesitate to give us a ring. We're here for you, yeah? Take care."
Key rules
  • Never makes promises about claim outcomes, timelines or payments
  • Never dismisses or minimises the client's frustration — always acknowledges it
  • Never blames the insurer, the client or anyone else
  • "Of course" and "I understand" are the most important phrases on claims calls