How Does Mav Work? From First Text to Live Transfer

A P&C lead is most reachable the minute after it submits, and that minute rarely falls inside office hours. Your producers are buried in follow-up, and paid leads go cold in the CRM.

So, how does Mav work? Mav is insurance AI that sits between your leads and your producers. It texts every lead in seconds, qualifies in real time, and connects ready buyers to a licensed agent on a live call.

Mav connects the steps between a lead posting and a producer picking up the phone. The process breaks down into three steps.

1. Your leads post to Mav the moment they're bought

A lead is bought from a vendor like EverQuote, SmartFinancial, or QuoteWizard, or comes in through your agency's web form, with written consent. It posts to Mav the moment it's purchased. The first text goes out in seconds, on script and on brand, nights and weekends included.

Mav's CRM and AMS integrations cover Applied Epic, Salesforce, HubSpot, Zapier, and a REST API, and they come with every plan. Once Mav is connected to your CRM, status changes there can start or stop texting.

Mav also works the aged, abandoned, and quoted-not-sold leads already sitting in your CRM. That means working aged insurance leads doesn't land on your producers' to-do list.

2. Mav texts first and qualifies in real time

According to Pew Research Center, eight in 10 Americans don't generally answer their cellphone when an unknown number calls. So Mav texts first and calls when needed. It works over SMS, RCS, and inbound and outbound voice, and it's bilingual.

When the lead replies, Mav answers in seconds. It asks the questions a producer would spend the first five minutes of a call collecting: vehicles, drivers, household, home details, budget, and intent.

When an answer is vague, Mav follows up. If a lead says it's a 2023 Toyota, Mav asks which model.

Mav supports consent-based outreach designed around TCPA. DNC scrubs and consent tokens run before the first message, each state's contact windows apply automatically, and one opt-out stops it. Confirm your own consent practices with your compliance team or counsel, and see Mav's compliance center for how Mav handles each step.

3. Mav warm-transfers ready buyers to your producer

When a lead is ready, Mav confirms a good time. Then it calls the lead and your producer together on a live conference, with the whole thread in hand. Your producer joins with the answers already collected.

Mav qualifies and routes. Your licensed producer advises and closes.

If a lead asks for a person at any point, Mav hands the conversation off with full context. Here's how a live lead transfer works in more detail.

How Mav works after the call

Mav transcribes the call with PII redacted and writes the dispositions: quote delivered, price objection, policy sold, follow-up needed. Then it posts them to your CRM or AMS, so nothing is retyped.

The playbooks Mav runs

Mav runs two live playbooks today. You can start with one and layer in the other.

New Premium

The New Premium playbook runs a 45 to 60 day cadence of texts and calls on every new lead. The first text introduces your producer and sends their contact card. The lead knows who's calling and can ask for an earlier callback, so your producer can work the hottest leads first.

Most leads need more than one touch. 44% of the leads that convert through Mav come from a follow-up after the first text. Mav follows up on the lead's preferred date, confirms they're still interested, and sets a new time to talk with a producer.

Retention & Renewals

The Retention & Renewals playbook reaches every policy 60 to 90 days before renewal and explains the rate change. When the new rate won't hold, Mav offers to re-shop across your appointed carriers and hands the save to a producer.

It also catches shopping and lapse signals, like a rate-shock reply or a missed payment. And it surfaces the next policy, like a new car or a teen driver, to round out the household.

The Demand and Servicing playbooks are coming soon.

Does Mav really work for insurance agencies?

Agencies using Mav see 30% higher lead conversion on the same lead spend and 24% lower cost per acquisition on paid leads. They also see 50% lower cost of service compared with a call center.

Farmers agency owner Jason Fleming (Plano, TX) has scaled with Mav for two years. His agency writes over $300K a month in P&C premium.

Mav is listed on Liberty Mutual's Agent for the Future AI-Driven Vendors for Independent Insurance Agents, and it's a REACH member.

Questions agency owners ask about how Mav works

How does Mav work with lead routing and my CRM?

Mav qualifies each lead, routes ready buyers to a producer, and syncs every conversation to your CRM or AMS. Keep your CRM. It stays the system of record.

What are the limits of using Mav for long-term lead nurture?

The New Premium cadence runs 45 to 60 days, and one opt-out stops it. Leads Mav can't reach by text, like landlines and undeliverable numbers, need another path. Closing always stays with a licensed producer.

Does Mav replace my agents?

No. Mav does the work that doesn't need a license: starting conversations, following up, surfacing intent, and qualifying. Your licensed producers advise, build relationships, and close.

Put Mav to work on your book

Mav puts automated texting to work across your book, on new leads, aged leads, and renewals. Book a 20-minute intro with our team to see how it can work for you.