Renewal, premium and claim messaging for insurers and agents
Remind policyholders before premiums and renewals fall due, keep claims moving and qualify new leads, using the channel each customer actually answers.
Which channels should an insurance company or agent use for policyholder communication?
Insurers, brokers and agents usually send renewal and premium due reminders on WhatsApp and SMS together, use AI Voice to call policyholders who have not renewed and to qualify new leads, run an IVR for claims and service calls, and offer missed call numbers for callback requests. RCS adds a verified sender name, which reassures customers worried about fraud.
Updated
Key facts: messaging and calls for insurance companies and agents
- Start with
- WhatsApp Business API (Renewals and documents)
- Channel mix
- WhatsApp Business API, Bulk SMS, AI Voice, IVR, Missed call service, RCS messaging
- One account
- Shared contacts, delivery reports and webhooks across every channel
- Integration
- REST API and webhooks into any CRM or app that can call an API. API and webhooks
- Pricing model
- Prepaid credits quoted by volume, GST extra; WhatsApp at Meta's rate by category plus a platform fee. How pricing works
Which channels work best for insurance companies and agents?
How do the channels work together for insurance companies and agents?
- 30 days before expiryWhatsApp and SMS noticeRenewal premium, due date and a pay link on WhatsApp, with a short SMS for every policyholder.
- 7 days beforeAI Voice reminderPolicyholders who have not paid get a call that answers routine questions and resends the link.
- Grace periodAdvisor callbackCustomers who want to change their cover are passed to a licensed advisor.
- ClaimIVR and WhatsApp updatesThe customer intimates the claim through the IVR and gets the document checklist and status updates on WhatsApp.
What does each channel do for insurance companies and agents?
- Premium due and grace period
- Premium receipt
- Proposal e-sign and KYC OTP
- Premium due and renewal reminders
- Policy document delivery
- Claim intimation bot
- Renewal reminder with premium
- Policy issued
- Claim status updates
- Claim intimation line
- Cashless hospital desk
- Renewal and new policy sales
- Premium due reminder
- Grace period alert
- Motor renewal
- Renewal link on demand
- Quote callback from ads
- Policy copy on WhatsApp
Step-by-step guides for insurance companies and agents
Use-case guides with templates, set-up steps and metrics that fit this industry.
Questions about messaging for insurance companies and agents
Do insurers need DLT registration for renewal reminders?
Yes. Any insurer, broker or agency sending SMS registers as a principal entity on a DLT platform with its headers and templates. Renewal and premium reminders to existing policyholders are service messages; cross-selling a new policy is promotional and follows TRAI's 10 am to 9 pm window and DND rules.
Can an individual insurance agent use these channels?
Yes. An agent or POSP with a few hundred policies can start with WhatsApp renewal reminders and SMS premium alerts, then add AI Voice calls in busy renewal months. Using your own registered sender and WhatsApp number keeps your messages distinct from the insurer's own communication.
Will the AI calling agent recommend policies to customers?
No. The agent reminds, confirms and collects information, and does not advise which policy to buy or how much cover to take. Customers who want advice are transferred or booked for a callback from a licensed advisor, which keeps sales conversations with qualified people.
Is WhatsApp or SMS better for premium due reminders?
Use both for important due dates. WhatsApp carries the pay link and policy PDF and lets the customer ask questions, while SMS reaches older policyholders and those without WhatsApp. If the premium is still unpaid close to the due date, a call is the most direct nudge.
How does RCS help an insurance company?
RCS shows a verified business name, logo and buttons on Android phones, so customers can tell a genuine renewal notice from a fraudulent one. It is most useful for renewal and claim updates, and phones without RCS receive an SMS fallback instead.
Can renewal and claim data come from our policy administration system?
Yes, through the API and webhooks. Your policy or CRM system triggers renewal notices and claim updates, and payment link clicks, call outcomes and replies return as events such as message.clicked and call.completed. Agents without software can work from Google Sheets with Zapier.
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