Waypoint Claims
Waypoint Center / Phones

A claims line, a desk line and phone intake, in the browser

Waypoint has its own internet phone service built into the Waypoint Center: a Call Center for the claims line, a Claims Phone that gives every adjuster an extension and voicemail, and loss reports taken by voicemail and by text.

People answer in the browser with a headset — no desk phone, no separate phone software. Each service is switched on separately, on Waypoint’s phone service or your own phone account.

Hear the line How it works
The question this answers
What happens to a caller nobody can answer?
They are never turned away. On the Call Center a caller keeps their place and can ask for a call-back; three automatic tries are made, then a person takes it over. On the Claims Phone an unanswered call goes to the adjuster’s own voicemail, and a message nobody returns within your set time — 4 hours by default — moves to the team. Out of hours, the voicemail takes the loss report itself.

Four phone services

Each switched on separately
01
Call Center
Callers choose English, Spanish or French and wait in that queue. The call goes to the Ready person on the team who has waited longest since their last call, with the caller’s claim suggested as it connects.
02
Claims Phone
One North American toll-free number, an extension for every person and a directory. Calls ring in the browser, on a mobile, or both; after 20 seconds the caller hears the adjuster’s own greeting.
03
Voicemail Is Returned
A message files itself on the claim when the caller’s number matches exactly one. It counts as returned when any Waypoint extension calls back, or by hand with a reason.
04
Voice FNOL
A loss report left as a voicemail of up to 300 seconds. Waypoint keeps the original audio, unedited, in its own encrypted storage for the claim’s full retention period, and a person confirms every phoned-in claim.
05
Text Message FNOL
A loss reported by text with up to 10 photos. The sender always gets a reply with a reference number, or the claim number once a clean report is opened.
Rules every phone feature follows

The same rules on every line

Your administrator sets up queues, teams, hours, greetings, extensions and ring times in the Claims Portal settings — no ticket to a phone company — and every change is on the audit trail.

Kept With The Claim
Calls, call records, voicemails, recordings and transcripts follow their claim’s retention period, then are disposed of on the schedule your organization signed off, with proof — until then, “returned” and “closed” are statuses, and no role can delete them
One Claim Only
A call or voicemail is filed on one claim when a person confirms the match, and cannot then be moved
Numbers Masked
Lists show the last four digits; the whole number only through one audited door
Counted On The Server
Every figure on the manager boards is counted from the call records when it is asked for
Recording and Transcripts
Off by default, each with its own audited switch; a recorded call starts with “This call may be recorded.”
Entitlements
voice.live_queue, voice.claims_phone, fnol.voice and fnol.sms
Where we are honest

Where the phones stop

They take and route calls. Decisions about the claim stay with people.

Nothing Files Without A Click
A matched claim is a suggestion. Representatives confirm it, and nobody sees another person’s figures outside the manager boards.
Transcripts Never Reach AI While Locked
A transcript goes to the phone provider only, and never to an AI provider while Waypoint’s AI lock is on.
Your Numbers Go With You
An organization can move between Waypoint’s phone service and its own account, and one that leaves may take its numbers.

Read next

Agentic Intake The queue voicemail and text reports land in. Waypoint Center Where the Phones pages live. Claims Portal Queues, teams and extensions are set up here.

Bring your busiest hour

Tell us how many callers wait, in which languages, and how many people answer. We will set up the queues in front of you, then leave a voicemail on an extension and watch it reach the team.

Book a walkthrough Back to the overview