Insurance Call Benchmarks: What to Measure
Measure insurance call delivery, billing, conversation quality, and issued-policy cost using clear definitions and reproducible reporting windows.
Use reproducible numbers
AgentCalls publishes this guide. Previous August 2026 platform figures are not presented as verified current benchmarks: their underlying extract has not been revalidated in this audit. Future reports should identify the source records, reporting window, campaign definitions, sample size, exclusions, and calculation method.
Separate delivery from billing and sales
Track delivered calls, answered calls, billable calls, meaningful conversations, applications, issued policies, retained policies, and total spend. These are different events. A duration buffer is a billing criterion; it does not prove consumer eligibility, a completed needs assessment, or a sale.
For each campaign, publish the count of answered calls and the count that reach its billing threshold. Report average and median billable duration separately. Averages can hide unusually long calls, while a low billable share can reflect short calls or other delivery behavior. Neither statistic establishes why callers disconnected.
Report comparable costs
Cost per conversation equals total acquisition spend divided by meaningful conversations under a definition you choose before evaluating the campaign. Cost per issued policy equals that spend divided by issued policies. Include subscription fees, call charges, processing fees, credits, and relevant labor. Use retained-policy cost when chargebacks or cancellations materially change results.
Avoid pooling campaigns with different billing units, durations, or qualification requirements. State whether recordings were available for quality review and how missing records were handled. Protect individual caller and agent information in any shared report.
Read how AgentCalls billing works and call-cost calculations. Create an agent account to inspect current campaign rates and requirements.
Frequently asked questions
Does call duration measure conversion?
No. Duration can explain billing and time spent, but applications, issued policies, retained policies, and chargebacks must be measured separately.
Are previous AgentCalls benchmark figures current?
No. The previous August 2026 snapshot has been withdrawn from this guide pending reproduction from its underlying source extract. This page does not publish newly verified platform performance totals.