Interactive Voice Response (IVR) for Claims Routing

When a policyholder calls, the first seconds set the tone. Mercury’s Interactive Voice Response (IVR) helps carriers, MGAs, and TPAs route callers to the right workflow (and the right person) without long transfers.

• Purpose-driven menu paths for FNOL, policy questions, payments, COI requests, and more
• Structured intake that captures key details early, reducing rework for service teams
• Workflow alignment so calls can open the correct task queues and follow-ups
• Consistent experiences across lines of business and program structures

The result: faster triage, better documentation, and a smoother experience for every caller.