For insurance call centers
Every policy sold the way your best agent sells it.
EmberQA scores every policy sales call, plus your service and claims calls, against your own standards, guides agents through the moments that decide the sale, and coaches them on what they miss.
Lost policies don't show up in a QA sample.
A quote with no follow-up. A price objection left unanswered. A required disclosure that never got read. And after the sale, a claims caller left waiting for a callback. A sample can't tell you which calls are costing you policies.
If nobody hears it, nobody can fix it.
Consistent calls, from first quote to first claim.
Help agents get it right on the call, see where it went wrong after, and coach it before the next one.
During the call
Save the sale while the caller is still on the line.
When a shopper pushes back on price or asks about coverage, Agent Assist puts your next step on screen while the agent can still act on it. It works the same way when a claims caller mentions an injury.
Explore Agent AssistAfter the call
Find the risky sales without listening to all of them.
Define the issues that matter, like a missed disclosure or a coverage promise you don't allow, and get alerted with the exact moment in the transcript. Claims and service calls work the same way.
Explore Quality AssuranceBefore the next call
Turn every lost sale into the next coaching session.
See what each agent keeps missing, coach it from their own calls, and let them rehearse price objections and tough claims with an AI caller.
Explore Coaching & TrainingYour rubric, your rules
A sales scorecard, ready to make your own.
Start from your existing QA forms, then add one for service and claims. Here’s what a policy sales rubric could look like.
An example only. Your criteria, weights, and wording are yours to set.
- Confirmed their details10
Checked who and what they're insuring before quoting.
- Understood their needs20
Asked what they have today and why they're shopping.
- Explained the coverage25
Matched coverage to their needs and said what's included.
- Read required disclosures15
Used the wording your compliance team requires.
- Handled objections15
Answered price and coverage concerns before moving on.
- Asked for the sale15
Offered to start the policy, or set a time to follow up.
Customer story
“EmberQA changed how we approach call quality. Instead of reviewing less than 1% of calls manually, we can now evaluate every call, score agents more objectively, and give each person more targeted feedback.”
Danielle TantonExecutive Director at ECARead ECA’s story- 100%
- Calls reviewed
- 60 → 4 hrs
- Weekly QA review time
“Before EmberQA, reviewing calls across multiple dental offices with different QA requirements was a time-consuming operation. Now we can automatically evaluate 100% of calls, account for each office's unique process, and verify CRM data alongside the call itself.”
Easy to adopt. Easy to approve.
Keep the systems you run today, and give your security team what it needs to sign off.
Works with what you already use.
Agent Assist works with any phone system. QA takes calls from supported recording sources, uploads, or the API, and sends results wherever your team works.
See integrations
Ready for your security review.
Your calls hold information that matters. Our Trust Center gives procurement and security teams the documentation they need in one place.
- HIPAACompliant
- SOC 2 Type 1Audit in progress
- SOC 2 Type 2Audit in progress
Frequently asked questions
Still have questions? Our team can help you connect your channels, map your scorecards, and see how EmberQA fits your workflow.
Talk to our teamSee it on your own sales calls.
Book a demo and we’ll walk you through QA, coaching, and live help on calls like yours.