---
title: Call Center Best Practices in Insurance | Hiya
description: Running an insurance call center is a big responsibility since many peoples’ policies will depend on you. Make sure you are following these best practices.
image: https://blog.hiya.com/hubfs/Insurance-call-center-1.jpg
---

[![Hiya logo](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/)

Solutions

Solutions

[For Mobile Operators Protect your network](https://www.hiya.com/solutions/operators) [For Businesses Brand your calls](https://www.hiya.com/solutions/businesses) [For People Get the mobile app](https://www.hiya.com/products/apps/hiya-spam-blocker)

###### Webinar

Branded Calling 101 Weekly Webinar

Make your company's calls more recognizable. Learn how Hiya can drive value for your business.

[Sign up today Arrow Right](https://www.hiya.com/lp/webinar-series-intro-to-hiya-branded-call)

Products

 Connect

###### [Branded Call Display your branded caller ID](https://www.hiya.com/products/connect/branded-call)

###### [Number Registration Display your branded caller ID](https://www.hiya.com/products/connect/number-registration)

###### [View Plans Flexible pricing for teams of all sizes](https://www.hiya.com/products/connect/pricing)

 Protect

###### [Spam Analytics Stop spam & fraud on your mobile network](https://www.hiya.com/products/protect/spam-analytics)

###### [AI Voice Detection Real-time AI voice detection](https://www.hiya.com/products/protect/ai-voice-detection)

 Mobile apps

###### [Hiya Spam Blocker Fraud & AI voice protection](https://www.hiya.com/products/apps/hiya-spam-blocker)

###### [Hiya AI Phone Productivity for busy people](https://www.hiya.com/products/apps/hiya-ai-phone)

![](https://blog.hiya.com/hubfs/sotc-report.avif)

###### Report

State of the Call 2026

86% of unidentified calls go unanswered. Read the benchmark report for what is happening in voice today, and what you can do to drive business.

[Read the report Arrow Right](https://www.hiya.com/state-of-the-call)

Why Hiya?

Overview

[Why Hiya Your voice innovation partner](https://www.hiya.com/why-hiya) [How it works Get started quickly & easily](https://www.hiya.com/how-it-works) [Customer Stories Real companies, real results](https://www.hiya.com/case-studies) [Voice Intelligence Platform Industry’s leading voice platform](https://www.hiya.com/why-hiya/voice-intelligence-platform) [Trust Center Compliance, security, & privacy](https://www.hiya.com/why-hiya/trust-center)

Company

[About Leadership and history](https://www.hiya.com/company/about) [Careers We're hiring!](https://www.hiya.com/company/careers) [Contact us Get in touch](https://www.hiya.com/contact-us)

![](https://blog.hiya.com/hubfs/bclc-hero-img.webp)

###### Customer Story

BCLC increases business KPIs with Hiya

With Hiya Branded Call BCLC was able to increase contact rates, campaign efficiency, and revenue.

[Read their story Arrow Right](https://www.hiya.com/customer-stories/bclc)

Resources

Resources

[Resource Center](https://www.hiya.com/resources) [Partner Program](https://partners.hiya.com/) [Get Support](https://hiya.com/support) [Developer Docs](https://developer.hiya.com/)

[Hiya Blog](https://blog.hiya.com/) [Newsroom](https://www.hiya.com/newsroom) [Events](https://www.hiya.com/events)

###### eBook

10 Tips for customer-friendly phone calls

 Prevent caller reputation issues and complaints with customer-friendly calling practices. 

[Read eBook Arrow Right](https://www.hiya.com/resources/ebooks/10-tips-for-customer-friendly-phone-calls)

[Get Started Arrow Right](https://www.hiya.com/#audience)

[Log in](https://connect.hiya.com/login) [Get started](https://www.hiya.com/#audience)

- [Home](https://hiya.com)
- [Blog](https://blog.hiya.com)
- [Call Center Best Practices for Insurance](https://blog.hiya.com/insurance-call-center-best-practices)

# Call Center Best Practices for Insurance

[Alicia Marie Beatty](https://blog.hiya.com/author/alicia-marie-beatty)

Jun. 18, 2021

[![](https://blog.hiya.com/hubfs/icon-fb.svg)](https://www.facebook.com/sharer/sharer.php?u=https://blog.hiya.com/insurance-call-center-best-practices) [![](https://blog.hiya.com/hubfs/icon-x.svg)](https://twitter.com/intent/tweet?url=https://blog.hiya.com/insurance-call-center-best-practices&text=Call+Center+Best+Practices+for+Insurance) [![](https://blog.hiya.com/hubfs/icon-linkedin.svg)](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.hiya.com/insurance-call-center-best-practices)

## At a glance

![Person working at insurance call center](https://blog.hiya.com/hubfs/Insurance-call-center-1.jpg)

In the age of near-limitless insurance options, staffing an outbound [insurance call center](https://www.hiya.com/verticals/insurance) may seem like a difficult task. After all, even when encountering a valuable service, some call recipients see an unprompted call as an unwelcome interruption, or even a *nuisance*.

Whether notifying policy holders and claimants of policy changes, replying to inquiries, or simply verifying policy applications for new customers, outbound auto, home, and health insurance agents have to be able to establish a connection with call recipients quickly. Otherwise, they may find a less-than-enthusiastic person on the other end of the line.

## 5 Best Practices

Thankfully, with the right strategic approach, call centers can obtain high answer rates, maintain happy customers, and create productive agents. Here, we outline five call center best practices in insurance to help your outbound calls make an impact.

### 1. Choose the Right Metrics

It can be easy to look at each individual call as a self-contained experience. But calls don’t exist in a vacuum; they represent data points which indicate the effectiveness of your team and its strategy. Ergo, increasing customer satisfaction depends on charting the right success metrics.

There are a number of metrics worth tracking, including answer success rate (ASR), average handle time (AHT), calls per agent, occupancy rate—even metrics related to telephone etiquette, tone of voice, and speaking speeds. Although it can be wise to track every possible metric to discover hidden correlations, you may wish to focus instead on a handful of key metrics, and work to improve them. 

### 2. Know Your Audience

As an outbound call center reaching out to established customers, you likely already have the advantage of being able to access customer information before your agents ever start dialing the number. But just knowing the age, education, marital status, and policy data of your customer may not be enough to fully customize the call to fit their needs.

Customer relationship management (CRM) solutions can help you build a detailed profile of each customer you need to contact, and make this information easily accessible from a central dashboard. Review past contact and claim history, make note of call preferences, and seamlessly transition between agents by sharing relevant call data. An effective CRM gives insurance agents a clearer understanding of each unique customer, so that outbound calls speak to them as individuals.

### 3. Call at the right time of day

Traditionally, call centers have enjoyed greater success when they call in the evening, as opposed to the morning or the afternoon. Additionally, research suggests that Thursday may be the best day of the week to make cold calls, while Monday and Friday are much less likely to pay off.

However, knowing your audience means knowing their schedules. Someone who works exclusively in the evenings or who takes Fridays off will have different preferred calling times. Therefore, keeping track of customer preferences and using them to inform your strategy will help ensure that you reach out to each contact at the time that works best for them.

### 4. Take Conversational Cues from Your Customers

When it comes to outbound calling, there’s a fine line that every insurance agent needs to walk between *professional* and *friendly*. Every customer will have different expectations.

For example, when a customer responds to opening pleasantries with short, curt answers, they may wish to skip over the niceties and get right to the point. On the other hand, those that happily converse and ask friendly questions of their own may be more willing to chat. Hiring agents who are capable of picking up on subtle clues and adapting their approach can help create a better overall experience for your customers.

### 5. Identify Yourself

It’s hard to have a successful call center if your clients aren’t willing to answer the phone. Given that [fewer than 20%](https://www.pewresearch.org/fact-tank/2020/12/14/most-americans-dont-answer-cellphone-calls-from-unknown-numbers/) of Americans will answer an unknown number, it’s your responsibility to tell your customers who’s calling before they commit to a conversation. Caller ID can help by sharing your organization’s name and telephone number, but for a holistic experience, there are better options.

[Hiya](https://www.hiya.com?itm_medium=website&itm_source=blog) picks up where caller ID falls short. This full-service voice platform allows call centers to display their full name, logo, location, and even include a short description describing the purpose and reason for the call. When customers know that you’re calling to update them regarding their claim, or to verify their policy, they’ll be more likely to answer. Hiya also offers advanced analytics and reporting tools, so you can measure efficiency, identify potential problems, and improve your business outcomes.

Outbound insurance call centers provide an important service to customers, but if those customers don’t pick up the phone or aren’t interested in listening, no one benefits. These call center best practices in insurance can bridge the ever-widening gap between your customers and your agents, establishing the kind of friendly and professional relationships that create a better overall customer experience — one that sticks with customers long past your agent hanging up the phone.

Want more insight into how the top voice trends can shape your contact center strategy? Check out the Hiya [State of the Call Report](https://work.hiya.com/state-of-the-call-report?itm_medium=website&itm_source=blog&itm_campaign=WP-2102-State-of-the-Call&hsLang=en).

[![Download State of the Call Report](https://blog.hiya.com/hs-fs/hubfs/SOTC2021_social_2v1.jpg?width=1200&name=SOTC2021_social_2v1.jpg)](https://work.hiya.com/state-of-the-call-report?utm_medium=website&utm_source=website&utm_campaign=WP-2102-State-of-the-Call&hsLang=en)

[![banner-hiya-reg](https://blog.hiya.com/hubfs/banner-hiya-reg.jpg)](https://www.hiya.com/products/connect/number-registration)

### Latest Articles ⚡️

- <https://blog.hiya.com/hiya-awarded-16-g2-summer-2026-badges-for-branded-caller-id?hsLang=en>
  
   Hiya awarded 16 G2 Summer 2026 badges for branded caller ID
  
  Lena Prickett
  
  Jul. 9, 2026
- <https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en>
  
   How Canada is leading the fight to stop bank scams
  
  Stephanie Boulanger
  
  Jun. 26, 2026
- <https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en>
  
   How to check phone numbers for spam labels
  
  Michelle Wallace
  
  Jun. 9, 2026

## Related articles

<https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en> ![](https://blog.hiya.com/hubfs/rogers-toronto-event-blog-hero.webp)

## [How Canada is leading the fight to stop bank scams](https://blog.hiya.com/how-canada-is-leading-the-fight-to-stop-bank-scams?hsLang=en)

Stephanie Boulanger

Jun. 26, 2026

<https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en> ![](https://blog.hiya.com/hubfs/Blog_How-to-check-phone-numbers-for-spam-labels_B.webp)

## [How to check phone numbers for spam labels](https://blog.hiya.com/how-to-check-phone-numbers-for-spam-labels?hsLang=en)

Michelle Wallace

Jun. 9, 2026

<https://blog.hiya.com/hiya-and-dna-finland-launch-network-level-call-protection?hsLang=en> ![](https://blog.hiya.com/hubfs/Hiya%20x%20DNA-blog@2x.webp)

## [Hiya and DNA Finland launch network-level call protection](https://blog.hiya.com/hiya-and-dna-finland-launch-network-level-call-protection?hsLang=en)

Stephanie Boulanger

Jun. 2, 2026

[![](https://blog.hiya.com/hubfs/hiya-new-purple.svg)](https://www.hiya.com/)

[![](https://blog.hiya.com/hubfs/linkedin-1.svg)](https://www.linkedin.com/company/hiyainc) [![](https://blog.hiya.com/hubfs/facebook-1.svg)](https://www.facebook.com/hiyainc/)

###### Products

- Connect
- [Number Registration](https://www.hiya.com/products/connect/number-registration)
- [Branded Call](https://www.hiya.com/products/connect/branded-call)
- [View Plans](https://www.hiya.com/products/connect/pricing)
- Protect
- [Spam Analytics](https://www.hiya.com/products/protect/spam-analytics)
- [AI Voice Detection](https://www.hiya.com/products/protect/ai-voice-detection)
- Apps
- [Hiya Spam Blocker](https://www.hiya.com/products/apps/hiya-spam-blocker)
- [Hiya AI Phone](https://www.hiya.com/products/apps/hiya-ai-phone)

###### Solutions

- Company size
- [Enterprise](https://www.hiya.com/solutions/enterprise)
- [Call Centers](https://www.hiya.com/solutions/call-center)
- [Small and Medium](https://www.hiya.com/solutions/businesses)
- Service providers
- [Operators](https://www.hiya.com/solutions/operators)
- [OEMs and technology](https://www.hiya.com/solutions/technology-partners)

###### Considering Hiya?

- [Why Hiya](https://www.hiya.com/why-hiya)
- [How it Works](https://www.hiya.com/how-it-works)
- [Customer Stories](https://www.hiya.com/case-studies)
- [Voice Intelligence Platform](https://www.hiya.com/why-hiya/voice-intelligence-platform)
- [Trust Center](https://www.hiya.com/why-hiya/trust-center)
- [Modern Slavery](https://www.hiya.com/company/modern-slavery)
- [About Hiya](https://www.hiya.com/company/about)
- [Careers: We're hiring!](https://www.hiya.com/company/careers)
- [Contact us](https://www.hiya.com/contact-us)

###### Resources

- [Resource Center](https://www.hiya.com/resources)
- [Partner Program](https://partners.hiya.com/)
- [Get Support](https://hiya.com/support)
- [Developer Docs](https://developer.hiya.com/)
- [Hiya Blog](https://hiya.com/blog)
- [Events](https://www.hiya.com/events)
- [Press Kit](https://www.hiya.com/newsroom#press-kit)

![ANAB](https://blog.hiya.com/hubfs/logo-anab.svg) ![ISO 27001](https://blog.hiya.com/hubfs/logo-iso27017.png) ![AICPA](https://blog.hiya.com/hubfs/logo-aicpa.svg) ![IAF](https://blog.hiya.com/hubfs/logo-iaf.svg)

[Privacy Policy](https://www.hiya.com/legal/privacy) [Terms of Service](https://www.hiya.com/legal/terms-of-service) [App Data Privacy Policy](https://www.hiya.com/legal/app-data-protection-and-privacy-policy)

```json
{
  "@context" : "https://schema.org",
  "@type" : "BlogPosting",
  "author" : {
    "@type" : "Person",
    "name" : "Alicia Marie Beatty",
    "url" : "https://blog.hiya.com/author/alicia-marie-beatty"
  },
  "dateModified" : "2021-11-10T22:28:17.578Z",
  "datePublished" : "2021-06-18T14:39:47.000Z",
  "headline" : "Call Center Best Practices in Insurance | Hiya",
  "image" : [ "https://blog.hiya.com/hubfs/Insurance-call-center-1.jpg" ],
  "mainEntityOfPage" : {
    "@id" : "https://blog.hiya.com/insurance-call-center-best-practices",
    "@type" : "WebPage"
  },
  "publisher" : {
    "@type" : "Organization",
    "logo" : {
      "@type" : "ImageObject",
      "url" : "https://blog.hiya.com/hubfs/hiya-logo-3.svg"
    },
    "name" : "Hiya Inc."
  }
}
```