# How We Use AI (Lucy) and Keep a Licensed Human in the Loop
BNW Services LLC (dba InsureToday24) uses an AI receptionist named Lucy to answer calls and texts around the clock. We think that's genuinely useful — you can start an insurance request at 11 p.m. on a Sunday instead of waiting for business hours. But using AI in insurance comes with a responsibility to be honest about what it is and where the lines are. This page lays that out plainly: what Lucy does, what she deliberately does not do, and how a licensed human stays in charge of anything that affects your coverage.
We Tell You When You're Talking to AI
First principle: no pretending. Lucy is an AI receptionist, and she'll make that clear. You're not being tricked into thinking a bot is a licensed agent. Being upfront about automated interaction is both the right thing to do and consistent with how we handle contact and consent, described in How We Handle Consent to Call and Text You.
What Lucy Does
Lucy handles the front-desk work that usually eats up your time:
- Takes your quote request and collects the basic details a licensed agent needs to start shopping carriers.
- Answers general questions about insurance terms and how our process works.
- Routes you to start a claim, request a certificate, or change a policy — gathering the essentials so nothing gets dropped.
- Takes a message and logs your name, number, and reason for calling.
- Points you to online tools, like our embedded quote apps.
For the full picture of her front-desk role, see How to Reach Us — and What Lucy, Our AI Receptionist, Can Do.
What Lucy Does *Not* Do
This is the important part. Lucy does not:
- Give licensed advice or recommend a specific policy for your situation.
- Bind, issue, or cancel coverage.
- Make underwriting decisions or quote final prices on her own.
- Handle lines we don't sell. If you ask about health insurance — which BNW does not write — Lucy won't improvise a "plan." She'll tell you honestly it's not what we do and point you toward the right resource. (See Lines of Authority — What Your Agent Is Licensed to Sell.)
Those steps require a licensed human, every time.
The Human-in-the-Loop Rule
Here's the guardrail that matters most: anything that affects your actual coverage is reviewed and handled by a licensed BNW agent. Lucy is the front desk, not the decision-maker. When you're ready to buy, change, or claim, a licensed person takes over. This isn't a marketing line — it's how licensing works. Only a licensed producer can legally solicit, bind, and advise on coverage, and we keep it that way. To understand the standards those humans are held to, see Continuing Education and Agent Conduct Standards.
How We Protect the Information You Share with Lucy
When you talk to Lucy, you may share personal details to get help. We treat that information the same way we treat everything else you give us — confidentially, used only to serve your insurance needs, and protected consistent with federal privacy rules for financial institutions and applicable state law. The full explanation lives in How We Protect Your Personal Information.
Why We Built It This Way
We could have hidden the AI or let it overreach. We chose the opposite: be honest that it's AI, keep it to front-desk tasks, and put a licensed human on every real decision. That's better for you — faster access when you need it, real expertise when it counts — and it keeps us squarely inside the licensing rules that protect consumers. Responsible AI in insurance isn't about replacing the agent; it's about making the agent easier to reach.
Have a question Lucy can't answer, or want a licensed human right away? Just ask her to connect you, or call (573) 594-5148. Start any time at insuretoday24.com.
References
- National Association of Insurance Commissioners (NAIC) — https://www.naic.org
- Federal Trade Commission (FTC) — https://www.ftc.gov
- Consumer Financial Protection Bureau — https://www.consumerfinance.gov
- Missouri Department of Commerce & Insurance — https://insurance.mo.gov
- Kansas Insurance Department — https://insurance.kansas.gov
Related
- How to Reach Us — and What Lucy, Our AI Receptionist, Can Do
- How We Handle Consent to Call and Text You
- Lines of Authority — What Your Agent Is Licensed to Sell
- Continuing Education and Agent Conduct Standards
- How We Protect Your Personal Information
Watch
- How AI receptionists work for small businesses — search: "AI receptionist for small business how it works"
- Why a licensed human should handle insurance advice — search: "why use a licensed insurance agent vs automated quote"