WhatsApp claims, linked to your insurance claim management system.
Claimants report a claim in the chat they already use. They see where it stands without calling the hotline.
Claimants open and follow their claims on WhatsApp while every step is recorded in your insurance claim management system. An assistant opens the claim, asks for the documents and photos that claim type needs, checks the policy and the file, and routes it to the right person. Assessors and claims officers make every decision, and the claimant is updated at each step.
- Status updates at every step
- Policy and documents checked
- Your claims team decides
No upfront consultation fee. Free discovery and a free tailored proposal.
Hi, I had a small accident this morning. How do I make a claim?
Sorry to hear that. Claim CL-20418 is open. Please send your driving licence, police report and photos of the damage.
Here's the police report, my licence and 6 photos.
Thank you, your file is complete and the policy is active. An assessor will review it, and I'll update you here.
Claims start with a phone call and end with many more.
A claimant calls the agent or the hotline, fills in a form and sends documents in pieces. Staff chase what is missing by phone, then field calls from claimants asking where things stand. Assessors wait on incomplete files.
Before: claims by phone and email
- Claimant calls the agent or hotline
- Claim form filled in and emailed
- Staff phone to chase missing documents
- Claimant calls again to ask for status
- Status read out from the claims system
After: claims on WhatsApp
- Claim opened in the chat with a reference
- Documents and photos collected by claim type
- Policy, cover and completeness checked
- Assessor or claims officer reviews and decidesYour team
- Status updates sent from the claim record
Assessors receive complete files, and claimants stop calling to ask what is happening.
Sort each claim at first notice, then send it to the right desk.
Every claim on WhatsApp starts the same way. Where it goes next depends on the claim type, the documents and the rules your claims team sets.
Policy, cover and documents already checked, with a claim summary ready for review.
AutomatedThe claimant gets a list of what is still needed, with reminders until it arrives.
AutomatedInjuries, large amounts, inconsistent details or repeat claims go straight to a person.
Your teamRenewals, address changes and cover questions go to the servicing team.
AutomatedFast-track limits, document lists and fraud signals are set by your claims team. The workflow sorts claims; people decide them.
Insurance claim automation runs the paperwork. People decide the claim.
Intake, chasing and status updates are automated. Assessment, liability and every settlement decision stay with licensed assessors and claims officers.
- Opening claims and issuing a reference
- Asking for the documents each claim type needs
- Checking policy status and file completeness
- Reminding claimants about missing documents
- Answering status questions from the claim record
- Assessing damage, loss and liability
- Approving, settling or declining claims
- Injury, complex and high-value claims
- Reviewing claims with fraud signals
- Complaints, appeals and disputes
Every claim decision is made by your claims team.
- Approves, declines or values a claim
- Promises a payout amount or a date
- Shares claim details before verifying the claimant
How the pieces connect.
Claimants stay on WhatsApp. Claims land in the systems your team already uses, and every status update is read from the claim record.
WhatsAppClaims hotlineAgents
Google DriveCore insurance systems differ in what their APIs expose. We confirm how claims and status can be read and written during discovery.
API integrations →What insurers and service teams report after moving to WhatsApp.
Published results from an insurance marketplace and a service business that moved documents and status questions into WhatsApp.
An online insurance and loans marketplace after customers could check policies, upload documents and pay on WhatsApp.
The same marketplace, following the same change.
A courier company after a WhatsApp assistant answered status questions from its tracking data.
- Days from first notice to complete file
- Claims waiting on documents
- Status calls to the hotline
- Time to assessor review
- Claimant satisfaction after outcome
What shapes a claims intake build.
Every insurer and agency handles claims differently. These factors shape the rules and the effort involved.
- Lines of business
- Motor, medical, travel, property or several, each with its own rules.
- Claims system
- API access, a regular export, or staff updating status by hand.
- Document lists
- What each claim type needs, and what counts as a complete file.
- Triage rules
- Fast-track limits, high-value thresholds and the fraud signals you set.
- Who submits
- Claimants, agents, workshops or panel clinics, each on WhatsApp.
- Consent and data
- PDPA, identity checks, retention, and WhatsApp's messaging rules and fees.
Guides on this
Insurance claim management questions.
Straight answers about scope, data, ownership and support. Can’t find yours? Ask us directly below.
Does this replace our insurance claim management system?
No, it works alongside your insurance claim management system. Claimants report, send documents and follow their claim on WhatsApp, while the claim itself is created and tracked in the system your team already uses. Where that system has an API, status is read from the claim record; without one, a regular export or a staff update drives the messages.
Can claimants file insurance claims on WhatsApp?
Yes, on the official WhatsApp Business Platform. The claimant gets a claim reference, sends documents and photos in the chat and receives updates there. Claims can still come in by phone, through agents, or from workshops and panel clinics, so nobody is forced onto one channel.
How does insurance claim automation handle missing documents?
It checks each file against the document list for that claim type. The assistant tells the claimant exactly what is still needed, sends reminders until the file is complete and flags unclear or mismatched documents, so assessors start with everything in place instead of chasing by phone.
Does the assistant approve or decline claims?
No. It opens the claim, collects and checks documents and routes the file. Assessment, liability, settlement amounts and every approval or decline stay with your licensed assessors and claims officers, and the assistant never promises a payout amount or a date.
What happens with complex or suspicious claims?
They go straight to a claims officer. Injury claims, high amounts, inconsistent details or other signals your team defines trigger a handover, and fast-track limits are set by you. The assistant does not accuse or question the claimant; it passes the file to a person with the chat attached.
How is this different from taking claims by phone and email?
The main difference is that the file arrives complete. By phone and email, documents come in pieces while staff chase them and answer status calls. On WhatsApp, the claimant is asked for exactly what their claim type needs and gets updates in the same chat, and the assessor receives a checked file.
How is claimant data protected under PDPA?
Claimants agree to a PDPA notice before sending documents, and identity is checked before any claim details are shared. Each claimant can only reach their own claim, files go into your systems, and retention follows your policy. WhatsApp's messaging rules and fees are confirmed for your setup before launch.
How much does it cost and how long does it take?
It depends on your lines of business, how your claims system can be connected, and how many document lists and triage rules are involved. We prepare a private quote once a free discovery session has mapped your claim types. Insurers and takaful operators often start with one line, such as motor, then add others.
More showcases you might like.
Other workflows we have mapped, starting with the ones closest to this one.
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Real Estate
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Leads from one ads number are qualified, assigned to the right agent and logged in the CRM, without the manager forwarding chats.
See the workflow →Map your claims intake.
Tell us how claims reach you today and where files and status calls pile up. We'll show you how claims on WhatsApp would work for your team. No obligation.