How One Insurer Transformed QA into Revenue and Risk Reduction

One leading insurance agency was handling thousands of customer conversations each week, but reviewing just a small fraction of them. With less than 1% of calls manually QA’d, leaders lacked visibility into what agents were saying in conversations, how often compliance language was being missed, and where coaching could make the biggest impact.

By adopting MaestroQA, the Insurance Sales team now reviews 100% of interactions automatically, flags compliance risks proactively, and delivers personalized coaching that drives change. The result? Stronger carrier trust, higher efficiency, and over $1.3M in additional commissions from improved cross-sell performance.

“We used to QA less than 1% of our phone calls. Now 100% of calls are automatically reviewed for carrier compliance. Carriers are happy!”

QA Manager,

Leading Insurance Company

Challenge: Limited Visibility, Missed Opportunities, and Risk Exposure

• Compliance Gaps: Navigating 50+ carriers and state-specific rules, missed disclosures slipped through—jeopardizing customer coverage, straining carrier relationships, and increasing regulatory exposure.
• Inconsistent Experiences: Leaders couldn’t ensure that agents were delivering conversations aligned with carrier expectations, creating variability in service quality.
• Manual Reviews, Minimal Coverage: With less than 1% of calls reviewed manually, QA teams struggled to detect emerging risks, identify trends, or deliver timely feedback at scale.

Without a scalable QA process, the agency lacked confidence in how agents were representing the business and had no clear path to improving performance across the board.

Solution: AI-Powered Automation and Visibility

To address these challenges, the team turned to MaestroQA to scale their QA efforts and uncover the root causes behind performance issues. By combining AI-powered automation, coaching workflows, and screen capture, they gained the visibility needed to close compliance gaps, streamline workflows, and strengthen carrier trust.

1. 100% Call Coverage: Customized AI models review every call, flagging compliance violations and identifying opportunities to show empathy, educate, or cross-sell.
2. RCA of AI Flags: When AI surfaces issues or patterns, the team dug deeper—reviewing flagged interactions to uncover the root causes behind the trends and take targeted action.
3. Personalized Coaching: Agents automatically receive violations with direct links to relevant retraining sessions, confirming completion and driving improvement.
4. AI-Driven Metrics: Dashboards track quality trends over time, giving leaders the insight they need to drive measurable outcomes.
5. Screen Capture: Visual insights pinpoint process friction, helping teams focus on system improvements that enhance the customer experience.

Results: Lower Talk Time, Higher Compliance

Improvements went beyond agent performance. With better visibility and QA data, the team uncovered workflow gaps, compliance risks, and revenue opportunities—leading to measurable gains across key areas.

30% Decrease in Talk Time

• Screen capture revealed inefficiencies, leading to improved system integrations and streamlined workflows—reducing average call duration.

50% Fewer Underwriting Cancellations

• With better compliance tracking, agents captured all necessary requirements, earning greater trust from insurance carriers.

Significant Cross-Sell Growth

• Cross-selling auto with homeowners quotes jumped from 50% to 90%, unlocking an additional $1.3M in commissions.

Before MaestroQA, we lacked insight into what was happening across all our carriers.”

QA Manager,

Leading Insurance Company

Impact: Full Visibility, Measurable Change

MaestroQA gave the team full visibility into every customer interaction—replacing isolated audits with real-time, data-backed insights.

See how MaestroQA helps insurance teams turn insights into action—from compliance risks to revenue opportunities. Schedule a demo today!