Insurance advisors
WhatsApp for insurance advisors and brokers.
Your clients forget renewal dates and lose policy documents, and they would rather message than call. Remind them before a policy lapses, send documents in the chat, keep them updated on claims, and follow up on every enquiry.
What does Baat do for insurance advisors and brokers?
For insurance advisors and brokers, Baat keeps client servicing on one WhatsApp number. Renewal reminders go out before policies lapse, policy documents are shared in the chat, claim-status updates come from your own system through the API, enquiries get follow-ups, and claims are routed to the right desk in a shared inbox.
An advisor's income depends on renewals, and renewals are lost to forgetfulness. A client misses the due date, the policy lapses, and reviving it takes paperwork and goodwill. Clients call to ask for a copy of their policy or the status of a claim, often at the worst moment, after an accident or a hospital admission. Enquiries from referrals sit in a notepad and are followed up late. When an advisor's assistant leaves, the client history leaves with their phone.
How do insurance advisors and brokers use WhatsApp?
Each of these runs on Baat today. Open one to see how it works.
Use case
Remind clients before a policy lapses
Send a reminder before each renewal date, with the policy name and how to renew. A client who has questions replies, and the advisor answers in the same thread.
Guide
Share policy documents in the chat
Send policy schedules, renewal notices and claim forms as documents, so clients have them on their phone when they need them most.
Guide
Send claim-status updates from your system
Your policy or claims system calls Baat's API at each step, such as claim registered, documents received and claim settled, and the client gets an approved template message.
Use case
Follow up on every enquiry
Enquiries from referrals and ads get a first reply and follow-ups until the prospect responds, with the whole conversation in one place.
Use case
Route claims to the right desk
Assign claim conversations to the person handling motor, health or life claims, so a client in a stressful moment talks to one person who knows the case.
Example conversation
A renewal that did not lapse.
A client gets a reminder two weeks before the due date, asks a question, and renews with the advisor's help. The policy never lapses.
- Shared Inbox: Advisors and support staff share one number, so a client's history stays with the business when people change roles.
- Journey Builder: Replies to renewal reminders are handled the same way every time and reach the advisor without delay.
- Broadcasts: Renewal season notices reach clients who opted in, segmented by policy type or due month.
Deepak Menon Online
- Hello Deepak, your family health policy is due for renewal on 30 November. Would you like to renew it with the same cover? 11:00 AM
- Yes, but can we add my mother this year? 11:35 AM
- Yes, we can look at that. I will call you this evening to go through the options and the documents needed. 11:37 AM
- Thanks, after 6 PM works. 11:40 AM
An example. The people in it are made up.
Automation
Renewal replies never wait.
A journey starts when a client replies to a renewal reminder. It asks whether anything has changed, shares the renewal notice, and hands the client to their advisor.
- Client replies to a renewal reminder
- Ask whether anything has changed this year
- Share the renewal notice as a document
- Ask the client to confirm
Renewing?
YesHand to the advisor to complete
NoAdvisor calls to understand why
Why do insurance clients prefer WhatsApp?
Because insurance questions come at awkward moments. A client needs a copy of the policy at the hospital counter, or the claim number at the garage. A message gets an answer without waiting on hold, and the documents arrive on the phone they are holding.
For the advisor, WhatsApp keeps the record. Every reminder sent, every document shared and every question answered sits in one thread, which anyone in the business can read before calling the client.
How should renewals be handled?
Remind clients early enough to act, and make the next step easy. A reminder a few weeks before the due date, with the policy name and the option to reply with questions, catches the changes clients want to make, such as adding a parent or raising the cover. A second reminder closer to the date catches the ones who forgot. The advisor handles the conversation from there.
What about claims?
A claim is a stressful time for the client, and silence makes it worse. Send an update at each step, such as claim registered, documents received, survey done and claim settled, from your own claims system through Baat’s API. Assign each claim to the person handling it, so the client talks to someone who knows the case.
What can an advisor not do on WhatsApp?
Insurance cannot be sold as a catalogue product on WhatsApp. Meta’s Commerce Policies list insurance among the financial services that are not allowed in commerce content. Advisors should also keep ID numbers, bank details and health information out of the chat where the rules require a more secure system. Insurance is regulated in India, so follow your regulator’s rules on advice and sales as well.
Can clients reach the advisor after hours?
Clients can message at any time, and their messages wait in the shared inbox instead of a missed-call list. Whoever is on duty the next morning sees every message with its history. Urgent claim messages can be assigned straight to the person handling claims, so they are answered first.
What do WhatsApp's rules mean for insurance advisors and brokers?
- Meta's Commerce Policies list financial services, including insurance, banking and loans, as not allowed in commerce content. Do not list policies in a WhatsApp catalogue or sell them as products. Advise and service clients in the conversation.
- Do not ask clients to send ID card numbers, bank account numbers or full card numbers over WhatsApp, including for KYC. Meta's policy does not allow it. Collect them through your secure process.
- Do not send or request health details on WhatsApp where the law requires stricter systems for that information. Meta's policy says so directly.
Checked against Meta's own policy pages on 21 October 2026: Meta Commerce Policies: Documents, currency and financial instruments, WhatsApp Business Policy. Meta changes these rules from time to time, so read the current version before you start.
Questions insurance advisors and brokers ask about WhatsApp
Can advisors send renewal reminders on WhatsApp?
Yes, to clients who agreed to receive WhatsApp messages from you. Send the reminder before the due date with the policy name and how to renew, and let the client reply with questions.
Can we sell insurance policies through a WhatsApp catalogue?
No. Meta's Commerce Policies list financial services, including insurance, as not allowed in commerce content. Advise and service clients in the conversation instead.
Can clients send claim documents on WhatsApp?
Clients can send documents and photos in the chat, but keep ID numbers, bank account numbers and health details off WhatsApp where the rules require a more secure system. Collect those through your secure process.
Can our claims system send status updates?
Yes. Baat has an API and webhooks, so your policy or claims system can send approved template messages at each step of a claim. The API is available from the Growth plan.
Can an advisor and their support staff share one number?
Yes. They work from one number in the Baat shared inbox, on the web or the mobile app. Each conversation is assigned to one person, and the history stays with the business.
Read next
Guide
Webhooks: real-time events
Subscribe to real-time events, verify the signature, and handle each webhook payload.
Article
What counts as opt-in on WhatsApp
Meta requires opt-in before you message anyone on WhatsApp. Here is what a valid opt-in must say, where you can collect it, and what it costs you to get this wrong.
Article
WhatsApp chatbot vs human agents: who should answer what
The useful split is not bot versus human — it is routine versus not. How to decide which WhatsApp questions to automate, and why the handoff matters more than the bot.
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Plans and pricing
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