> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thinnest.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Insurance Claims Agent

> Claims intake agent with voice approvals for claim submissions, visual IVR for document upload, and compliance-heavy recording with full audit trail.

# Insurance Claims Agent

An insurance claims intake agent that handles new claims, status checks, and document collection. Uses **voice approvals** to get explicit verbal confirmation before submitting claims, **visual IVR** to send secure document upload links to the caller's phone, and full **compliance recording** for regulatory audit trails.

## Voice Features Used

| Feature                                                        | Purpose                                       |
| -------------------------------------------------------------- | --------------------------------------------- |
| [Voice Approvals (HITL)](/docs/voice/tools/voice-approvals)    | Verbal confirmation before claim submission   |
| [Visual IVR](/docs/voice/tools/visual-ivr)                     | Send document upload links to caller's phone  |
| [Compliance & Security](/docs/voice/tools/compliance-security) | Recording consent for regulatory compliance   |
| [Caller Authentication](/docs/voice/tools/caller-auth)         | Verify policyholder identity (name + DOB)     |
| [Sentiment Escalation](/docs/voice/tools/sentiment-escalation) | Transfer frustrated claimants to a senior rep |
| [Hold / Resume](/docs/voice/tools/hold-resume)                 | Hold while reviewing policy details           |
| [Call Experience](/docs/voice/tools/call-features)             | Dynamic pace, pronunciation dictionary        |

## How It Works

```
Caller: "I need to file a claim for a car accident."
-> Identity verification (name + DOB)
-> Agent collects: date, location, description, parties involved
-> Agent reviews coverage and deductible
-> Visual IVR: sends secure link for photo/document upload
-> Voice approval: "I'm ready to submit your claim for [description]. Do you approve?"
-> Caller: "Yes."
-> Claim number assigned, follow-up email sent
```

## Configuration

```json theme={null}
{
  "voiceApprovalEnabled": true,
  "voiceApprovalMode": "blocking",
  "visualIvrEnabled": true,
  "visualIvrBaseUrl": "https://claims.example.com/upload",
  "visualIvrAutoSms": true,
  "complianceConsentEnabled": true,
  "complianceConsentMessage": "This call is being recorded for regulatory compliance.",
  "callerAuthEnabled": true,
  "callerAuthType": "dob",
  "callerAuthMaxAttempts": 3,
  "pronunciationDictEnabled": true,
  "pronunciationDictionary": {
    "deductible": "dee-duck-tih-bul",
    "subrogation": "sub-ro-gay-shun"
  }
}
```

## Example — Create Agent

```bash theme={null}
curl -X POST https://api.thinnest.ai/v1/agents \
  -H "Authorization: Bearer $THINNESTAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Insurance Claims Agent",
    "model": "gpt-4o",
    "instructions": "You are an insurance claims intake agent. Verify identity, collect incident details, review coverage, send document upload links via visual IVR, and get verbal approval before submitting claims.",
    "voiceEnabled": true,
    "transcriber": { "provider": "deepgram", "model": "nova-2-conversationalai" },
    "voice": { "provider": "deepgram", "voiceId": "aura-2-thalia-en" },
    "voiceApprovalEnabled": true,
    "voiceApprovalMode": "blocking",
    "visualIvrEnabled": true,
    "visualIvrBaseUrl": "https://claims.example.com/upload",
    "visualIvrAutoSms": true,
    "complianceConsentEnabled": true,
    "callerAuthEnabled": true,
    "callerAuthType": "dob",
    "holdEnabled": true,
    "sentimentEscalationEnabled": true,
    "dynamicPaceEnabled": true,
    "pronunciationDictEnabled": true,
    "recordingEnabled": true
  }'
```