Insurance agencies may be underestimating how ready their customers are for voice AI. According to a recent consumer survey from Sonant, 67.8% of consumers said they would be willing to use a voice AI assistant if it helped them get answers faster. Voice AI refers to a phone-based assistant that can understand natural speech, respond in real time, and route callers to the right person when needed.
Sonant surveyed more than 1,000 consumers in March 2026 to understand how comfortable they are with voice AI in customer service and insurance-related interactions. More than 60% said they are comfortable using voice AI in insurance interactions. Most surprising: Gen X consumers (ages 45 – 60), a core customer demographic for agencies, reported the highest comfort levels.
This reinforces a growing reality for agencies. Consumers are interacting with AI in banking, retail, and healthcare and expect the same responsiveness from insurance providers.
AI assistants can answer calls after hours, manage surges in volume during storms, and handle routine requests such as billing questions. Then agency staff can spend less time fielding calls and more time focusing on complex customer needs.
How the agency sets up voice AI in their systems matters. Consumers have concerns around accuracy, privacy, and the ability to reach a human when needed. A poor experience risks creating the same frustrations associated with outdated automated phone systems.
Here are four best practices to follow in putting voice AI in place:
● Keep the experience conversational, speak naturally, no endless prompts and menus.
● Tell callers they’re speaking to an AI, and offer them the opportunity to transfer out at any time.
● Clearly communicate how customer information is protected and secured.
● Ensure it performs reliably after hours and during peak call periods, when responsiveness matters most.
Insurance customers are used to getting fast, on-demand answers in many areas of their lives and they increasingly expect it from their insurance agencies. Voice AI allows agencies to deliver on that experience, enabling them to provide faster response times, extend availability beyond office hours, and create a smoother experience without sacrificing the personal relationships that define independent insurance.
About the author: Francisco Lopes is CEO of Sonant, a voice AI receptionist built for insurance agencies and brokerages. With a background in physics and a passion for simplifying repetitive work, he is focused on streamlining workflows for independent agents.