Motor & automotive
Motor claims do not wait for office hours
A collision at 11pm generates a phone call, not a support ticket. Heard answers it, takes the first notice of loss properly, and has the assessor booked before your team opens in the morning.
- of inbound calls resolvable without a human
- 70%+
- response latency on voice
- <1.5s
- coverage with no overflow queue
- 24/7
The problem
Why this line is hard
Motor is the highest-volume, most time-sensitive line most insurers run. FNOL quality determines the cost of the whole claim, yet it is usually captured by whoever happens to pick up — at whatever hour, in whatever detail they manage.
Use cases
What the agent handles
Each of these is a flow you can inspect, change and test — not a black box.
First notice of loss
Capture the full circumstances, third-party details, injury status and location, in a consistent structure, on every call.
Roadside assistance dispatch
Verify cover, locate the vehicle, dispatch recovery and confirm ETA — end to end, in the conversation.
Claim status
The single highest-volume repeat question in motor. Answered instantly from the claims system rather than a callback.
Renewals and mid-term adjustments
Add a driver, change an address, take a payment — without an agent touching it.
Total loss triage
Flag suspected total losses at FNOL and route straight to the desk that handles them.
Other lines
Also supported
Health insurance
Health cover is dense, exception-heavy and personal. Heard answers from the member’s specific schedule — not a generic FAQ — and escalates the moment a question needs clinical judgement.
Learn moreTravel insurance
Travel claims happen far away, in the wrong time zone, at the worst moment. Heard is awake, speaks to them immediately, and settles what can be settled on the spot.
Learn moreBanking & fintech
Banks and fintechs distribute insurance to millions of customers who did not come to them for insurance. When those customers do have a question, the volume is enormous and the intent is thin.
Learn moreSee Heard on your motor & automotive calls
Bring a recording of a real conversation from this line. We will show you exactly what the agent does with it.