Voice Over Internet Protocol (VoIP): What Is It and How Can You Implement It in Your Insurance Organization?

Table of Contents

• What Is VoIP?
• The 7 main features health insurance agencies need in VoIP tools
• The 3 benefits of built-in VoIP technology & mobile app

What Health Insurance Agencies Need from VoIP Tools

Every organization wants their CRM or agency management system (AMS) to have the key features needed to make their teams more effective and efficient. That said, is built-in or integrated VoIP functionality on your company’s list of must-have capabilities? If not, it should be.

In this blog, we’ll cover what exactly VoIP is, how you can use it in your insurance organization, and why it’s important to consider an insurance-specific solution with VoIP tools and a mobile app available for your team.

What Is VoIP?

You might be wondering what makes Voice over Internet Protocol (VoIP) different from other phone providers or systems. The FCC defines VoIP as: “a technology that allows you to make voice calls using a broadband Internet connection instead of a regular (or analog) phone line.”

VoIP was developed in the 1990s as a way to reduce long-distance and international telephone fees. But VoIP really came to prominence during the COVID-19 pandemic when companies and their employees around the world went from working almost entirely in offices to working remotely. VoIP usage increased by more than 200% in the first few months of the pandemic.

VoIP services are typically cheaper, more flexible, and more secure. They often come with additional features, such as text messaging and automated call routing. 

The 7 Main Features Health Insurance Agencies Need in VoIP Tools

VoIP systems often include features that can save your agency or upline significant time and energy. Here are some features that you’ll see available in these systems and how they can benefit you.

1. Click-to-Call Dialer

Click-to-call dialers are extremely beneficial because they make the process of calling clients and prospects as simple as one click — all from your desktop or mobile app. This frees up time for your agents by eliminating the need to locate a number, type or paste it, and make the call. 

2. Automated Phone Recordings & Compliance

The insurance industry is ever-evolving, and new rules and regulations are announced regularly. It’s important to partner with an AMS vendor that offers built-in VoIP functionality or a VoIP provider that stays current with industry regulations. From call recordings to playing compliance messages, your agency needs to make phone call compliance as efficient and effective as possible.

3. Ring Groups

Client experience improves when your whole team can work as a cohesive unit. Ring groups allow you to create a group of numbers or phones that all ring when a single number or extension is dialed. This ensures that there is always someone available to answer the phone. 

4. Interactive Voice Response (IVR)

An interactive voice response (IVR) feature directs callers without the need for manual intervention. Set up an automated menu when someone calls your business that guides them to the right person on your team. This will automatically route them to where they need to go, saving your team many hours during high-call-volume times.

5. Call Queues

Prospecting is a big part of every producer’s day-to-day. Without a call queue feature, agents could be left manually dialing each number for each prospect in their book of business. Call queues streamline this process significantly. Simply add contacts to a call queue, and then press go. Then, the queue will automatically call each person listed, saving your agents significant time during the busy season. 

6. Voicemail Drops

Similar to call queues, it’s also important to have voicemail drop functionality. Agents use voicemail drops to quickly leave pre-recorded messages when prospects and clients don’t answer. This feature alone saves agents at least 30 seconds per unanswered phone call, adding up to hours during enrollment season. 

7. Companion Mobile App

Long gone are the days when an agent worked primarily from their desk. There is a huge need for agents to be in the field meeting with clients and prospects in person, running educational seminars, and more. However, if they’re using their personal phone and aren’t connected to your agency’s AMS, problems can arise. From creating compliance gaps to inconsistencies in client experience, agents must have a mobile app that connects directly to your agency’s central AMS. 

The 3 Benefits of Built-In VoIP Technology in Your AMS

Now that we’ve reviewed the features that often come included with a VoIP system, it’s important to consider the value of having them built into your agency’s AMS or CRM. It usually comes down to three main considerations:

• Improves the client experience
• Increases organizational productivity & efficiency
• Streamlines your business’s tech stack

Let’s break these down.

Improves the Client Experience

Client retention is a priority for every insurance organization. After all, retaining clients is cheaper, easier, and less time-consuming than acquiring a new client.

Having a phone system built into your CRM or AMS can help you achieve your organization’s client retention goals. When your agents or customer service reps are on the phone with a client, they don’t need to spend time searching for their notes and information — it’s all right at their fingertips. This allows your team to spend more time actually speaking with the client, thus improving the client experience and customer satisfaction.

Increases Organizational Productivity & Efficiency

We’re all looking for ways to make our jobs more efficient. Built-in VoIP tools can remove many manual steps from your processes while also allowing your team to work wherever they are. With features like click-to-call, automated phone recordings, ring groups, IVR, call queues, and more, your team can save precious time and focus on what they do best — selling to prospects and servicing clients.

Streamline Your Business’s Tech Stack

How many pieces of software does your organization use? Do you even know?

According to Catalyit’s 2023 State of Tech in Independent Insurance Agencies Report, agencies with less than $500,000 in revenue had an average of six pieces of tech in their stack, while agencies with over $5 million in revenue had an average of 11.7 pieces of tech in their stack. By using an AMS or CRM with built-in VoIP features, you can better organize your tech stack and reduce the amount of money your organization spends on software. Plus, this can also eliminate data silos since it’s all stored in one central location.

Become More Efficient With Built-In VoIP & Communication Tools in AMS+

It’s more important than ever for health insurance agencies to use technology that is built for their needs. AgencyBloc’s AMS+ solution includes built-in VoIP functionality and the companion AMS+ Talk & Text mobile app. With these insurance-specific tools, your agency can streamline communication while staying compliant. 

Posted by Sarah Rosonke on Monday, June 1, 2026 in Insurance VoIP & Click-to-Call

1. compliance management
2. insurance automation
3. productivity
4. prospecting
5. selling