# Insurance claim status and filing (/docs/examples/insurance-claim-status)

> Build a voice agent that handles insurance claim status checks, new claim filing, and customer inquiries.





























<img alt="Insurance claim agent overview" src="__img0" />

Create a complete insurance claim voice agent on OmniDimension. The
agent checks claim status, files new claims, answers policy questions
from a knowledge base, and logs every call to a Google Sheet via
Make.com.

<Steps>
  <Step>
    ### Configure your agent prompt [#configure-your-agent-prompt]

    Start by creating your voice agent with an insurance-specific prompt, or
    write a simple prompt and use the **Enhance** button to make it more
    descriptive.

        <img alt="Agent prompt configuration" src="__img1" />
  </Step>

  <Step>
    ### Answer clarifying questions [#answer-clarifying-questions]

    Complete the agent setup by answering important questions about your
    insurance company, claim types, and verification procedures.

        <img alt="Configuration questions" src="__img2" />
  </Step>

  <Step>
    ### Test your agent via web call [#test-your-agent-via-web-call]

    Once your agent is configured, test it through a web call to verify its
    functionality.

    * Navigate to the testing interface
    * Click **Test with Web Call** to initiate a test conversation
    * Speak with your agent to verify proper greeting and introduction
    * Test claim status requests and new claim filing scenarios
    * Verify natural conversation flow and appropriate responses to policy questions

        <img alt="Web call testing interface" src="__img3" />
  </Step>

  <Step>
    ### Enhance with knowledge base PDFs [#enhance-with-knowledge-base-pdfs]

    Upload relevant documents to improve your agent's knowledge about
    insurance policies and claims processing.

    * Navigate to the **Knowledge Base** tab
    * Click **Upload PDFs**
    * Drag and drop or select your insurance documents
    * PDFs must be under 10MB in size

        <img alt="Knowledge base configuration" src="__img4" />
  </Step>

  <Step>
    ### Configure post-call settings [#configure-post-call-settings]

    Set up data extraction for valuable insights from customer calls.

    * Navigate to the **Post-Call** tab
    * Set delivery method to **Email** and enter the recipient address
    * Choose data to include: Summary, Full Conversation, Sentiment, Extracted Info
    * Add extracted variables like caller name, policy number, claim number, incident date, and claim type

        <img alt="Post-call settings" src="__img5" />
  </Step>

  <Step>
    ### Customize speech-to-text [#customize-speech-to-text]

    Fine-tune the speech recognition for insurance terminology.

    * Navigate to the **Models** section
    * Under **Speech-to-Text Configuration**:
      * Select provider (for example, Deepgram Stream)
      * Adjust **Silence Timeout**
      * Set **Silence Threshold**

        <img alt="Speech-to-text configuration" src="__img6" />
  </Step>

  <Step>
    ### Customize voice and behavior [#customize-voice-and-behavior]

    Personalize your agent's voice and interaction style to match your
    insurance brand.

    * Go to the **Voice** section and select a provider (for example, Eleven Labs)
    * Browse, filter, and test voices to match your brand tone
    * Choose a voice with a professional, friendly, or empathetic style
    * Configure behavior to match your service style (Friendly and Helpful, Professional, Casual, Empathetic)

        <img alt="Voice selection" src="__img7" />

        <img alt="Behavior configuration" src="__img8" />
  </Step>

  <Step>
    ### Set up Make.com webhook integration [#set-up-makecom-webhook-integration]

    Enhance your agent with webhook integration to automatically log all call
    data in a spreadsheet.

    * Log in to your Make.com account and create a new scenario
    * Start with a webhook trigger and copy the generated URL
    * Add a Google Sheets module and connect your Google account
    * Map webhook data to the spreadsheet columns
    * In OmniDimension, set Webhook as the delivery method and paste the URL
    * Select data to include: Summary, Full Conversation, Sentiment, Extracted Info
    * Test the webhook to ensure call data is recorded properly

        <img alt="Make.com webhook setup" src="__img9" />

        <img alt="Google Sheets configuration" src="__img10" />

        <img alt="OmniDimension webhook configuration" src="__img11" />

        <img alt="Google sheet view with sample data" src="__img12" />

    See [Make, Zapier, n8n, GHL](/docs/integrations/zapier-make-n8n) and
    [post-call actions](/docs/dashboard-guides/post-call) for the full
    integration reference.
  </Step>

  <Step>
    ### Final testing and monitoring [#final-testing-and-monitoring]

    Before deploying your agent to production, conduct thorough testing and
    set up monitoring.

    * Conduct thorough testing with various claim scenarios
    * Validate all integrations are working properly
    * Check post-call delivery to ensure data is being correctly captured
    * Monitor initial calls and adjust configuration as needed
    * Review call logs and analytics to identify improvement opportunities
  </Step>
</Steps>