Hire an insurance virtual assistant for your agency. Calls, certificates, renewals and your AMS in two languages. Licensed work stays with your agents.
One dedicated person, not software: a native Spanish and English operator working in your agency management system from a managed Latin American office on Eastern Time, doing the service work that never needed a license. Calls answered and routed, certificates issued from existing policies and carrier ID cards resent, payment questions per your published options, renewal and pending-cancellation reminders, document collection, first notice of loss captured for licensed staff, AMS upkeep. Anything licensed goes to your supervising agent the same business day, under a written rule. $1,797/month, full time, no annual contract.
Free 30 minutes. No deck. We'll tell you in 10 if we're a fit.
ICP: independent agencies with Spanish-speaking policyholders · Unlicensed service scope only · Licensed work stays with your agents
- SCOPE
- Unlicensed service only: no quoting, binding, advice, claims adjustment or enrollment
- LANGUAGE
- Native Spanish + English, Eastern Time anchored office
- PLATFORMS
- AMS360 · Applied Epic · EZLynx · HawkSoft · NowCerts · QQCatalyst
- COVERAGE
- 24/7, scheduled per engagement. One operator works one shift
- COMPLIANCE
- Supervising-agent engagement letter before Day 1
The terms, before you read another word.
The same terms published on /pricing, restated here so the fit call starts from the numbers. Prices current as of October 2026.
- Tiers
- Starter $1,097/mo, 20 hrs/wk · Operator $1,797/mo, 40 hrs/wk · Specialist $2,497/mo, 40 hrs/wk, 2+ yrs in your vertical · Custom, quoted, 2+ operators, 6-month minimum
- Onboarding
- 7 days. Days 1 through 3 client-led setup in your agency system, Days 4 through 6 shadowing, Day 7 first live calls supervised, Week 2 autonomous.
- Supervision
- Shared supervisor on Starter and Operator; dedicated supervisor configured on Custom. Weekly call-quality review.
- Replacement
- 5 business days, every tier, from a 3-operator warm bench. Unlimited replacements at no extra cost.
- Contract
- No annual contract on Starter or Operator; cancel after Month 1. 7-day money-back on Starter and Operator. Custom carries a 6-month minimum.
- Language
- Native Spanish plus professional-fluency English on every call. Your agency system notes logged in English.
- Office
- Managed Latin American office, company-issued equipment, per-operator credentials revoked the day they roll off.
- Coverage
- 24/7, scheduled per engagement, anchored on Eastern Time. One operator works one shift.
- Scope
- Unlicensed CSR only. No quoting, binding, coverage advice, claims adjustment, or enrollment. Supervising-agent engagement letter before Day 1.
Seven lanes of service work, none of which needed a license.
Every agency service desk runs two kinds of work stacked in the same inbox: the licensed conversations that require a producer or a licensed CSR, and the service volume around them that never required a license at all. The operator takes the second kind, in both languages, with every touch logged where your licensed staff can audit it. Here is the scope at the lane level, and where each lane hands off.
Answered and routed, in English and Spanish
The operator answers your main line in English or Spanish, handles the service questions that sit inside unlicensed scope, and documents every call in your agency system. Quote intent, coverage questions, and new-business interest get basic intake, a note on the file, and a same-business-day handoff to your licensed agent under a written rule. The operator is introduced as a customer-service representative working with the agency, never as an agent.
Certificates issued, carrier ID cards resent, all logged
Certificate requests from lenders, landlords, and general contractors, and ID card requests from policyholders, get worked as a queue: policy pulled, certificate issued from the existing policy under your agency’s standing authority or the carrier-issued ID card already on file resent, sent to the holder, logged with the request source. Nothing is issued against a policy that is not already in force, and any request that needs a change to coverage routes to your licensed staff.
Answered from the notice and your published options
When a payment is due, what the notice says, which payment options the agency offers: answered per the notice and the payment options your agency already publishes, in the caller’s language, and logged. Every premium, coverage, or billing-dispute question, including why the premium changed, is routed to a licensed agent or the carrier the same business day.
The expiration list worked at 60, 30 and 14 days
Renewal reminder calls at the 60, 30, and 14-day marks on your cadence, and pending-cancellation payment reminders per your rules: the date on the notice, the amount on the notice, the payment options you publish. The reminder is the task; the answer is the agent’s. The moment a reminder call turns into a quote update or a coverage question, it routes to your licensed agent the same business day.
The paper trail chased and attached the day it lands
Signed forms, identification, prior declarations pages, loss runs, and lender paperwork, chased in English or Spanish and attached to the right client and policy in your agency system the day they arrive, named to your filing conventions. File hygiene is the work that slides first when the phones are busy, and it is the work a replacement operator or a producer depends on most.
Captured complete, handed to your licensed staff
When a policyholder calls to report a loss, the operator captures what happened, when and where, who was involved, and current safety status, provides the carrier claims number per your process, documents the call, and notifies your supervising agent immediately. No adjuster coordination, no coverage interpretation, no settlement discussion. The claim conversation belongs to licensed people; the intake discipline is what gets it to them complete.
Records current in whichever system you run
Working in your AMS360, Applied Epic, EZLynx, HawkSoft, NowCerts, or QQCatalyst: contact detail kept fresh, activities logged per your conventions, follow-ups set so nothing ages silently, documents attached and named your way. Notes are logged in English whichever language the policyholder spoke, so your licensed staff keep a clean, auditable file history.
An answering service takes a message. This works the file: the certificate gets issued, the reminder gets made, the document gets attached, the loss notice reaches your licensed staff complete. The structural comparison, including the cost math, is on our answering service vs bilingual VA page. Hiring for the CSR seat specifically rather than the whole unlicensed desk? Our insurance CSR virtual assistant page frames the same engagement by role.
What stays with your licensed staff, on every call, in both languages.
Everything on this page is service, intake, and follow-up under your agency's licensed staff. Five refusals hold on every call. State-licensing lines vary by state and by line of business, so during onboarding your agency's compliance owner decides exactly where each task boundary sits, and our supervisor writes it into the SOPs the operator works from.
The boundary is formalized before anyone takes a call. A supervising-agent engagement letter is signed before Day 1 by your licensed agent of record: it names the operator by role, specifies the unlicensed scope and the routing rules, and documents the agency's consent to recorded-call review. Your supervising agent then reviews a sampled set of recorded calls weekly for boundary-line drift. Every customer-facing introduction names the operator as a customer-service representative working with the agency, not as an agent.
No commission or referral fee arrangements. Operator compensation is flat-rate to Assistiq on the subscription tier. There is no per-policy, per-quote, or per-bound commission component. State-licensing rules around unlicensed compensation are out of scope because we do not pay against any licensed activity.
The scope table, a typical Tuesday on the desk, and the full compliance treatment live on our insurance front-line CSR page.
No quoting where quoting requires a license. Quote-intent callers get basic intake in their language, a note in your agency system, and a same-business-day handoff to your licensed staff, booked on the calendar rather than left in a message queue.
The operator never binds coverage, new business or endorsement. Change requests are documented in your agency system and routed to your producers and licensed CSRs for licensed processing.
No recommendations on limits, deductibles, riders, replacements, plan benefits, premiums, or networks, in either language, in season or out of it. Coverage conversations belong to your licensed agent; the operator schedules them and documents the context.
First-notice intake only: basic incident detail, the carrier claims number, the call documented, your supervising agent notified. No adjuster coordination, no settlement discussion. And no enrollment of any kind: the operator does not enroll anyone in anything.
The operator does not sell. Renewal outreach is service follow-up on existing policies. Anything that turns into new-business interest routes to a producer with the intake already written up.
Working in your agency system, whichever one you run.
Operators arrive trained on bilingual phone work and general office workflow, not fluent in your instance, and we say so plainly. Your team teaches your setup during the 7-day onboarding: Days 1 through 3 client-led setup, Days 4 through 6 shadowing, Day 7 first live calls under supervision, autonomous by Week 2. Our supervisor documents your workflows as written SOPs so the knowledge survives any replacement. The same applies to your phone system and your shared inbox: the operator works in whichever ones you run, with the access your agency policy allows.
Here is the scope in each system, at the workflow level. Three of them have a platform-deep page of their own.
Working in your AMS360: client and policy records kept current, activities and suspenses worked daily, the renewal and expiration list run on your cadence, certificates issued from existing policies, documents attached the day they arrive. Platform-deep cut: our AMS360 virtual assistant page.
Working in your Applied Epic: client and policy records maintained, activities and follow-ups logged, the renewals list worked at your milestones, certificates issued from existing policies, attachments filed your way, carrier download exceptions flagged to your licensed staff rather than judged. Platform-deep cut: our Applied Epic virtual assistant page.
Working in your EZLynx: client and policy records, tasks and follow-ups, renewal and expiration lists, certificates from existing policies, documents attached. Workflow level only; your team teaches your instance.
Working in your HawkSoft: client records kept current, the policy download reviewed with exceptions flagged, activity logging, renewal lists, certificate requests, suspense items. Platform-deep cut: our HawkSoft virtual assistant page.
Working in your NowCerts: client and policy records, tasks and follow-ups, renewal lists, certificates from existing policies, documents attached. Workflow level only; your team teaches your instance.
Working in your QQCatalyst: client and policy records, tasks and follow-ups, the renewal list, documents attached, in the same unlicensed scope as every other system on this page.
Hiring for enrollment season, without crossing the licensed line.
Medicare Annual Enrollment runs October 15 to December 7. ACA open enrollment on the federal marketplace runs November 1 to January 15. For an independent agency the season lands on the front office as phones, calendars, and files, and most of that volume does not need a license to handle.
Through that window the operator carries appointment setting on your licensed producers' calendars, renewal reminder calls, pending-cancellation payment reminders, document collection, agency-system data upkeep, and after-hours overflow scheduled per engagement. The operator books the slot and routes the caller; the licensed agent runs the conversation. Staffing daytime and evening at the same time is a two-operator scope on the Custom tier.
What never moves across the line, in season or out of it: no quoting, no plan or coverage advice, no plan comparisons, no binding, no enrollment, in either language. Every such call is routed to your licensed agent by written rule. The HIPAA-free scope holds in season: the operator works your calendar, your phones, and your agency system, handles no protected health information, and works no health-line policy records. Where your book mixes property and casualty with health lines, the licensed agent owns every health-line conversation; the operator books the slot and routes the caller.
Start dates matter more than usual in the fourth quarter. The 7-day onboarding runs the same in season, your team teaching your instance on Days 1 through 3 and the operator running the cadence on their own by Week 2, and the supervising-agent engagement letter is signed before Day 1 as always.
Who hires this, and who should hire something else.
Search for insurance CSR hiring and three different products come back wearing the same label. They solve different problems, and the honest move is to name which problem each one solves before you book a call with anyone.
A bilingual CSR on your payroll, in your office, able to grow into a producer seat once licensed. The wage is the smallest number in the decision: add payroll taxes, benefits, a software seat, the recruiting cycle before the hire, and the full restart every time the desk turns over.
US staffing firms place licensed customer service representatives who can quote, advise, and service under their own licenses. When your agency is short licensed capacity, that is the right purchase, and nothing unlicensed substitutes for it. Most of the volume burying your licensed CSRs never required a license to handle.
This is our product. One dedicated bilingual operator, office-based and supervised, working the calls, certificates, reminders, documents, FNOL intake, and AMS upkeep under your licensed staff. You hire the hours. Your producers and licensed CSRs keep every conversation that requires a license.
- Independent agencies anywhere in the United States with Spanish-speaking policyholders. The deepest books we see are in Florida, Texas, and California.
- Property, casualty, life, and commercial lines. Personal and commercial books alike, on the unlicensed side of the desk.
- Spanish-language inbound is a meaningful share. Agencies where Spanish inbound is under roughly 10 percent of monthly call volume are better served by adding Spanish ad-spend optimization before a dedicated bilingual operator. We will model the math on the fit call.
- A supervising agent willing to sign the engagement letter. The licensed agent of record signs an engagement letter naming the operator role, the unlicensed scope, and the routing rules. Without that letter on file, we do not start.
- Agencies that need licensed capacity. Licensed CSR staffing is the right purchase, and nothing unlicensed substitutes for it.
- Captive or carrier-affiliated agencies. Different operational constraints; out of scope today.
- Health, Medicare supplement, vision, and dental books. HIPAA-adjacent and out of scope. We do not operate HIPAA-protected workflows, and our security posture is not built for protected health information.
44.9 million people in the US speak Spanish at home (US Census Bureau, 2024 ACS). For an independent agency that is the renewal call screened because the caller ID promises an English conversation, the loss report relayed secondhand through a policyholder's cousin, the certificate request that waits a day for the one bilingual staffer. Our operators are native Spanish speakers with professional-fluency English: the call happens in the policyholder's first language and the note lands in English. The operating discipline behind it is our broader bilingual virtual assistant service; this page is the insurance-agency hire cut of it.
You hire the hours the license never needed. Your agents keep every conversation that holds the book.
A founder note
From fit call to Week 2, in the cadence we publish.
No recruiting cycle to run. The path from first conversation to an operator running your desk is four steps, and every one of them is the cadence stated in the terms at the top of this page.
Your call volume, your Spanish-language share, which system you run, and where your compliance owner wants the licensed line drawn. Bring your supervising agent if you can. No deck; we will say inside the call if the fit is wrong, including when the honest answer is licensed staffing instead.
Your licensed agent of record signs the supervising-agent engagement letter: it names the operator by role rather than by individual, specifies the unlicensed scope, sets the routing rules for licensed-activity inbound, and documents the agency’s consent to recorded-call review. Without it on file, we do not start.
Days 1 through 3 are client-led setup: you add the operator to your agency system and phone system with the access your policy allows, and your team teaches your setup while our supervisor documents every workflow as a written SOP. Days 4 through 6 are shadowing your service team on live work. Day 7 is first live calls under supervision at reduced volume. By Week 2 the operator runs your cadence autonomously.
Weekly call-quality review by our supervisor, and weekly recorded-call review by your agent of record for boundary-line drift. If the operator rolls off, a replacement steps from the 3-operator warm bench onto your written SOPs inside 5 business days, with unlimited replacements at no extra cost, and the departing operator’s credentials are revoked the same day.
Three flat tiers, published. Pick the one that fits the desk.
40 hrs/wk full-time. One bilingual operator working in your agency management system from our office, with a shared supervisor and the 3-operator warm bench behind them.
Start with Operator →Starter ($1,097/mo, one operator at 20 hrs/wk part-time) fits smaller agencies testing the model on a contained slice of the desk, certificates and renewal chasing being the usual starting point. Specialist ($2,497/mo) is the same seat and hours as Operator, filled by someone with two or more years already working in an agency, scoped on the fit call and never licensed work. Custom (quote-based, two or more operators, 6-month minimum) covers agencies staffing daytime and evening service at the same time, extended-hours coverage, or a dedicated supervisor. On Starter and Operator: 7-day money-back, no annual contract, cancel after Month 1. No buyout fees on any tier. The locked tier table and the universal terms are on the pricing page. For the full market math, hourly bands and in-house wage loads, see our Spanish-speaking virtual assistant cost guide.
Questions agencies ask before they hire.
01What does an insurance virtual assistant do for an independent agency?
02What will an insurance virtual assistant never do, including during open enrollment?
03What are the monthly tiers for an insurance virtual assistant, and is it hourly?
04Which agency management systems do you work in, and does the operator already know mine?
05Can I hire an insurance virtual assistant for open enrollment season?
06How does an engagement start, and how soon is the operator live?
07What is the Specialist tier for an insurance agency?
08Do you work with health insurance or Medicare agencies?
09Should a small agency start on Starter or Operator?
Hiring for the CSR seat specifically? The insurance CSR virtual assistant page covers that role end to end. Comparing providers before you decide? Our ranking of the best insurance virtual assistant companies scores the providers that publish insurance scope and pricing, with every price verified.
Hiring for a different desk? The property management virtual assistant service page follows the same tiers and the same 7-day onboarding.
Talk through the desk you would hire for. 30 minutes, no slides, no sales pitch.
We will walk through your call volume, your Spanish-language share, which system you run, and where your compliance owner wants the licensed line drawn. You will know within the call whether we are a fit, including if the honest answer is that you need licensed staffing instead.
Or reach us directly at hello@assistiq.io.