Industries / Insurance
WhatsApp for insurance
WhatsApp for insurance teams
Renewal reminders that quote the real premium, policy questions answered without an advisor, and a hand-off to a person the moment the question stops being routine.
Insurance runs on dates and documents. A renewal is due, a premium has changed, a claim has moved a stage — and each of those is a question a customer asks by phone because there is nowhere else to ask it.
The volume is seasonal and the questions are repetitive, but the answers are specific to one policy. That combination is what makes a generic chatbot useless here: nobody wants to know what a premium generally is, they want to know what theirs is.
What it looks like in practice
A renewal reminder that quotes the real number
A utility template goes out before the due date, and when the customer replies the answer is drawn live from your policy system — this policy, this premium, this date — rather than from a static message written last quarter.
Answers from your systems →Policy questions answered without an advisor
What is covered, when the next instalment falls, whether a document was received. Keyword rules handle the ones with fixed answers, and the flow builder handles the ones that need a branch.
Flow builder →A claim update people can chase
Status requests arrive constantly during a claim. A flow that reads the claim reference and returns its current stage takes them off the phone lines without anyone deciding to be unavailable.
Answers from your systems →A hand-off that carries the context
When the question becomes advice — a change of cover, a dispute, a bereavement — the conversation moves to an advisor with the whole history attached, not a summary somebody typed.
Shared inbox →Worth knowing before you start
The constraints that catch teams in this industry specifically.
- Advice is regulated. Automate the factual answers — dates, amounts, statuses — and route anything that shades into recommendation to a licensed person.
- Renewal messages are utility, not marketing, when they concern a policy the customer already holds. Getting that category right keeps them free inside an open window and keeps the templates approvable.
- Consent has to be evidenced. A policyholder’s phone number is not the same thing as permission to message them on WhatsApp, and an appeal will ask you to show the difference.
- Seasonality collides with messaging limits: a renewal season that triples volume can meet a 24-hour recipient cap that was invisible all year.
Questions
Can it quote a customer’s actual premium?
Yes, where your systems can answer. Custom actions call your API mid-conversation and the reply is written from the live value, so the customer is told their premium rather than a range. If the API cannot answer, the flow hands off rather than guessing.
Is this compliant for regulated advice?
The product does not make that judgement for you. What it gives you is the control to draw the line: factual answers automated, advice routed to a person, and every conversation retained so the trail exists. Where the line falls is your compliance team’s call.
Can renewal reminders go out in bulk?
Yes, as approved templates with per-recipient delivery status, opt-outs enforced, and sending paced automatically. A renewal run is exactly the shape of send that hits messaging limits, so the pacing matters.
Other industries
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