Claims calls skip the line, renewal season doesn't bury your CSRs, and every advice call is recorded with a written summary for the file.
The best phone system for an insurance brokerage in Canada puts claims calls ahead of billing questions, handles renewal season with a call queue instead of a busy signal, records every advice call, and gives each recorded call a written summary for the client file. Vantact is a Canadian-owned provider that sets up and manages phone systems for brokerages and agencies around exactly those needs.
Two moments every brokerage knows, and what the phone system does in each.
Tuesday, 11:20 a.m.
Client calls the brokerage
Shaken, calling from the roadside
Menu: press 1 for claims
Claims come before sales and billing
Claims staff pick up first
Not whoever is free next
After hours, claims calls forward
To the insurer's claims line you choose
Monday, 9:05 a.m. in renewal season
Six renewal calls arrive
Two CSRs are free
Each CSR gets one call at a time
The rest wait in the queue
Announcements play while they wait
"Ask us about bundling home and auto"
The next free CSR picks up
The call is recorded and summarized
Since July 1, 2026, only medical, rehabilitation and attendant care benefits are mandatory on Ontario auto policies. Income replacement, caregiver, death and funeral benefits are optional, and RIBO says changes to optional benefits can only be made with a completed CSIO consultation form. When a client later says nobody explained what they gave up, the conversation is the evidence. Vantact records every call and gives each recorded call a written summary of what was discussed. It doesn't replace the CSIO form. It backs it up.
Source: Insurance Business
RIBO's mandatory disclosure guidance asks brokers to confirm a phone quote in writing afterwards. The AI summary of the call gives the CSR the points to confirm, and the full transcript is there if anyone asks what was actually said. Recordings are kept 30 days by default, and longer on request. Only your brokerage and Vantact can access them.
Source: RIBO
Five moments in a brokerage's day, on a basic phone line and on Vantact.
| A basic phone line | A Vantact phone system | |
|---|---|---|
| Claims call on a busy morning | Waits behind billing calls | Rings claims staff first |
| Renewal rush | Busy signal or voicemail | One call at a time per CSR, the rest in a queue with announcements |
| Record of the advice | Notes typed from memory | Recording and written summary of every recorded call |
| A client thinking of leaving | Found out at cancellation | Customer loss prevention alert on the contact |
| Missed calls | Nobody knows | Missed calls report, most urgent first |
A client calling from a collision shouldn't wait behind an address change. A menu option sends claims calls to your claims staff first. After hours, claims calls can forward to the insurer's claims line, so a client in trouble always reaches someone.
When the phones spike, each CSR gets one call at a time and everyone else waits in a queue with music. Announcements can play while they wait, so hold time tells clients about home, life or umbrella coverage instead of wasting it.
Vantact AI call analytics lets you define what a negative call means for your brokerage, such as a client mentioning a cheaper quote, cancelling, or a premium increase. Customer loss prevention alerts flag a client whose calls trend negative, so a producer can call before the policy moves. Summaries record life events like a new car, a new home or a new business when a client mentions them, and the missed calls report shows who couldn't get through and whether they were called back. AI call analytics runs on Vantact hardware in Toronto, so nothing leaves Canada.
Some insurers and underwriters still send and expect faxes. Electronic fax sends and receives them through email, with no fax machine.
Ask any provider these questions before you switch. Here's what to look for, and how Vantact handles each one.
What to look for
A menu option that sends claims to specific people first, and an after-hours plan.
How Vantact handles it
Claims calls ring your claims staff first. After hours they can forward to the insurer's claims line.
What to look for
A clear default, an option to keep them longer, and named access.
How Vantact handles it
30 days by default and longer on request. Only your brokerage and Vantact can access them, and Vantact staff open one only when you need help with a specific call.
What to look for
Summaries you can read in seconds instead of replaying a long call.
How Vantact handles it
Yes. Each recorded call gets a summary, action items, tags and a sentiment score.
What to look for
A specific location, not "the cloud".
How Vantact handles it
On Vantact hardware in Toronto. Nothing leaves Canada.
What to look for
Sentiment tracked per client across calls, not just per call.
How Vantact handles it
Customer loss prevention alerts flag a client whose calls trend negative, using the definition of a negative call you set.
We configure the after-hours schedule, on-call routing and escalation to match how your company runs.
No long-term contract.
Vantact is Canadian-owned. Calls to and from Canadian numbers are carried on Canadian-owned carriers and routed within Canada.
Live support runs 9 to 5 ET on business days. After hours, our emergency line is answered by on-call technicians.
Month to month, no long term contract. Toronto based support, Monday to Friday 9 am to 5 pm ET.