Coaching for insurance calls

From “I’m already covered” to “just email me a quote”, insurance calls turn on a handful of objections. Merdial shows the reply that has worked while the prospect is still talking, scores every call, and removes card numbers and personal identifiers before any AI reads the transcript.

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~300msObjection to answer
100%Calls scored, not sampled
~4sHang-up to a scored call

TranscriptRedacted before AI

ProspectSure, the card is card number, expiry expiry.YouThanks. And the date of birth on the policy?ProspectIt’s date of birth.

The short answer

Insurance sales calls carry payment and personal details, so a coaching tool has to be careful about what it sends to an AI model. Merdial redacts card numbers and personal identifiers from the transcript before any generative model reads it, and that redaction cannot be switched off.

TranscriptRedacted before AI

ProspectMy policy number is policy number.YouGot it. Is address still the address on file?

Sensitive data

Redacted before the AI

Card numbers said out loud are stripped from the transcript
Other personal identifiers are removed before scoring
Redaction is not optional, and cannot be turned off to simplify a prompt

Call reviewHome insurance · 12:05

Recorded-call statement readYes
Existing cover discussedYes
Quote explainedYes
Next step agreedCallback

VerdictPass

Your required statements, checked on every call.

Every call

Check what had to be said

Put your required statements in the rubric, and every call is checked for them
Scores arrive about four seconds after hang-up, on 100% of calls
Each product line can be its own account with its own standard

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How call scoring works

Insurance

What insurance prospects say most

Editorial examples to show the idea. Your Merdial library is built from your own calls and approved by your own team.

Objection
“I’m already covered.”
An assumption that the cover still fits.
Reply shape
Ask when they last checked what the policy actually covers.
Objection
“Just email me a quote.”
A price-only comparison.
Reply shape
Offer to, and ask the two questions that make the quote accurate.
Objection
“It’s too expensive.”
The value is not clear yet.
Reply shape
Tie the premium to the specific risk they mentioned earlier in the call.
Objection
“I need to think about it.”
An unanswered concern.
Reply shape
Ask what they would need to know to decide today.

FAQ

Straight answers

Does Merdial make our calls compliant?

No tool can certify that. Merdial helps by checking every call for the statements and steps you put in the rubric, and by redacting card numbers and identifiers before AI processing. There is no SOC 2 report today.

What happens to card numbers said out loud on a call?

They are stripped, along with other personal identifiers, before the transcript reaches any generative model. That redaction is not optional and cannot be turned off to simplify a prompt.

Does Merdial work with my dialler?

Yes. The Merdial desktop app for Windows 10+ and macOS 14.2+ captures the call audio on your computer — any dialler, softphone or meeting app — so it works beside whatever you already use, with no webhook or API key to set up.

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