SureTel
Independent broker office
A small brokerage moves from a desk-bound PABX to Cloud PBX so brokers can take calls in-office, from home or at a client site without forwarding lines.
Industries · Insurance
Communications and connectivity for SA insurance offices and call teams
Office voice, hosted dialler and resilient site connectivity — under one licensed South African provider, with feasibility confirmed per address.
Licensed ISP · Since 2010 · ICASA licence 0009/CECS/AUG/09
In short
How SureTel works with insurance businesses
SureTel supports South African insurance brokers, agencies and call teams with hosted office voice (Cloud PBX, VoIP), hosted dialler capacity (Hosted VICIdial) and business connectivity. Voice and dialler services apply across sites because they are not tied to one physical office; site internet is confirmed per address through a feasibility check. SureTel does not position itself as a CRM, claims-management or policy administration platform.
Where workflows break down
What we hear from insurance offices
- Office voice, dialler and connectivity are quoted by different suppliers and never line up.
- Brokers and admin staff need a phone system that follows hybrid and branch work, not the office wall.
- Outbound sales or renewal teams outgrow a general office PBX and need a hosted dialler suited to campaigns.
- Inbound claims-support or service lines need consistent call handling without disappearing when the line drops.
- Internet at the office is treated as a feature instead of the spine the phones and dialler depend on.
- There is no continuity plan if the primary connection fails mid-call or mid-campaign.
Practical examples
How insurance businesses actually use SureTel
Multi-branch agency
An agency with several branches consolidates voice onto one Cloud PBX so extensions, call flow and reporting are consistent across sites.
Outbound sales / renewals
A dedicated outbound team moves from a general office phone setup to Hosted VICIdial — provisioned per agent, sized for the campaign, with the usual scoping caveats.
Service line that can't go dark
An office that handles inbound claims or service calls pairs business fibre with an LTE/5G backup layer so essential systems keep working when the primary link fails — subject to compatible-router configuration.
Service stack
The pieces that make up an insurance setup
| Layer | SureTel service | What it does | Open |
|---|---|---|---|
| Office voice | Cloud PBX | Hosted phone system not tied to a single physical office. | Open → |
| Business calling | VoIP | Modern business calling, porting where supported. | Open → |
| Existing PBX trunks | SIP Trunking | Voice trunks for an existing on-premises PBX. | Open → |
| Outbound / inbound team | Hosted VICIdial | Hosted dialler for qualifying agent and campaign needs. | Open → |
| Site internet | Business Connectivity | Fibre, wireless or licensed microwave — per address. | Open → |
| Continuity | LTE/5G Backup | Continuity layer when configured with a compatible router. | Open → |
All prices shown excluding VAT unless stated otherwise. Connectivity availability and pricing are subject to address feasibility. Hosted VICIdial pricing is indicative; final price is confirmed in scoping.
Building blocks
What each block does for an insurance business
Cloud PBX
Hosted office voice for brokers, admin and hybrid staff. Extensions, call flow and call handling without a PABX on the wall.
Open Cloud PBX →Hosted VICIdial
Hosted dialler for outbound sales, renewals or inbound campaigns. Per-agent provisioning with a minimum agent count; final fit confirmed in scoping.
Open Hosted VICIdial →Business Connectivity
Fibre, wireless or licensed microwave to the office — confirmed per address. Availability and pricing are subject to feasibility.
Open Business Connectivity →LTE/5G Backup
A continuity layer for the office connection, designed to fail over when a compatible router is configured for it. Not a universal replacement for business fibre.
Open LTE/5G Backup →VoIP
Business calling for office, hybrid or remote users. Porting where supported.
Open VoIP →Claims / service call handling
Phone-system call flow for inbound claims or service lines. Standard call-handling — not a claims-management or policy-administration platform.
Call-team voice
How Hosted VICIdial fits an insurance call team
Hosted VICIdial is a hosted dialler platform suited to outbound campaigns — sales, renewals or follow-up — and to inbound queues where call volume justifies a dialler rather than a general office PBX.
Agent seats are provisioned per-agent with a minimum agent count. Final fit and pricing are confirmed in a scoping conversation that covers campaign type, hours, data and integrations.
SureTel does not promise outcomes such as higher contact rates, sales conversion or retention. The dialler provides the underlying call-handling capacity.
Customer
inbound call or outbound list
Hosted VICIdial
hosted dialler · per-agent, min agent count
Agent
office or hybrid · subject to scoping
Diagram shows a designed call-flow. Agent capacity, campaign type and integrations are confirmed in scoping — not implied as an automatic outcome.
Connectivity & continuity
Designed continuity for the office line
Primary Fibre
subject to address feasibility
Compatible Failover Router
when configured for failover
LTE/5G Backup
where mobile coverage allows
Essential Systems
phones, dialler, office tools
Failover behaviour is determined by the compatible router and its configuration. The diagram describes a designed continuity path — not an automatic guarantee of uninterrupted service.
Most insurance offices treat phones, dialler and core office tools as business-critical. The standard pattern is a primary business connection (typically fibre, where feasible) paired with an LTE/5G backup layer — a continuity layer that engages when the compatible router is configured for failover and mobile coverage is available at the site.
LTE/5G backup is not described as a universal always-on replacement for business fibre. It is a designed continuity path, with the dependencies above made explicit.
Use cases
Where insurance businesses use SureTel
Broker office voice
Office and hybrid brokers on one hosted system, with consistent extensions and call handling.
Multi-branch consolidation
Branches brought onto one Cloud PBX so internal calling and reporting are consistent.
Outbound campaigns
Sales or renewals teams on a hosted dialler sized to the campaign, with usual scoping.
Inbound service lines
Inbound queues and call flow for service or admin lines, on the office PBX or dialler as appropriate.
Hybrid agents
Agents working across office and home using the same hosted phone system.
Resilient office
Office connectivity paired with a backup layer where downtime would hurt the business.
Before you brief us
Six questions worth answering first
- Is this primarily office voice for brokers and admin, a dedicated outbound/inbound team, or both?
- How many users in total — office extensions and (separately) agent seats?
- Single site or multiple branches that should share one phone system?
- Is there an existing PBX you want to keep, or are you replacing it?
- What's the current internet at each site, and is continuity a stated requirement?
- Do you have specific recording or retention requirements to factor in?
Scope & boundaries
What this page is — and isn't — claiming
We make these limits explicit so the rest of the page can be read accurately.
What SureTel is not positioning itself as
SureTel provides communications and connectivity — Cloud PBX, VoIP, SIP Trunking, Hosted VICIdial, business connectivity and continuity. We do not position ourselves as a CRM, a claims-management platform, a policy-administration system, or an insurance-compliance product.
Availability and uptime
We do not claim universal availability, 24/7 support for every customer, or blanket SLA guarantees. Standard support is Monday–Friday 08:00–17:00; 24/7 support applies only to customers with a qualifying SLA. Connectivity availability is confirmed per address through a feasibility check.
Trust signals we will not use
We do not display insurer logos, ratings, testimonials or case studies we haven't reviewed and had approved. Approved credentials only: licensed SA ISP, ICASA licence, since 2010, hundreds of satisfied customers, Krugersdorp office.
Claims-support framing
Where SureTel supports an inbound claims or service line, that means standard phone-system call handling — call flow, queues, extensions. It is not claims management, outcome handling, or any commitment about how a claim is resolved.
Backup language
LTE/5G backup is a continuity layer that depends on a compatible router being configured for failover, and on mobile coverage at the address. We do not describe it as a guaranteed always-on backup or a universal replacement for business fibre.
Why SureTel
One licensed SA partner for voice, dialler and connectivity
- Licensed South African ISP
- ICASA licence: 0009/CECS/AUG/09
- Operating since 2010
- Hundreds of satisfied customers
- Krugersdorp, Gauteng office
Process
From brief to recommendation
Tell us your setup
Office users, agent seats, current system, sites.
Split office vs campaign
Identify office-voice scope vs dialler scope.
Feasibility per site
Each site that needs internet is checked properly.
Solution recommendation
We propose the right combination of services.
Quote or coverage response
Receive a quote or feasibility outcome per requirement.
Insurance FAQs
Common questions
Does SureTel sell an insurance-specific product?
No. SureTel provides communications and connectivity services — Cloud PBX, VoIP, SIP Trunking, Hosted VICIdial and business connectivity — used by insurance brokers, agencies and call teams. We are not a CRM, claims-management platform, or policy-administration system.
Can SureTel guarantee call-centre outcomes like higher contact rates or sales conversion?
No. SureTel does not promise outcomes such as higher contact rates, sales conversion, retention rates or claim-resolution times. Those depend on your campaign, data, staffing and processes. We provide the underlying phone, dialler and connectivity infrastructure.
Is the office line always available with LTE/5G backup?
LTE/5G backup is a continuity layer. It is designed to fail over when a compatible router is configured for it, and depends on mobile coverage at the address. It is not described as a universal or guaranteed always-on replacement for business fibre.
Can SureTel record calls for compliance purposes?
Phone systems supplied by SureTel support standard call-handling capabilities. Where recording or retention is a specific requirement, raise it in your enquiry so it can be assessed against the relevant service before quoting.
Do you cover offices outside Gauteng?
Cloud PBX, VoIP and Hosted VICIdial are not tied to a physical location and are used by businesses across South Africa. Business connectivity at any specific site is confirmed per address through a feasibility check.
What support hours apply?
Standard support is Monday to Friday, 08:00–17:00. 24/7 support applies only to customers with a qualifying SLA — it is not implied for every customer.
Are prices VAT inclusive?
No. All prices are shown excluding VAT unless stated otherwise. Final pricing depends on users, sites, hardware, connectivity feasibility and SLA.
Insurance enquiries
Bring your office voice, call team and connectivity into one conversation
Request a quote for Cloud PBX, Hosted VICIdial, business connectivity or a combination. For internet at a specific site, use the Coverage Checker so the address can be assessed against available networks.
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