The short answer: for an insurer or broker, transactional texts follow the life of the policy and the claim: policy issued, payment received, claim opened with its case number, documents missing and claim paid. Each one goes out the moment your system records the step, and all of them carry the policy or claim reference.
Messages ready to adapt
| Moment |
Example |
| Policy issued or renewed |
Policy AU-2231 has been renewed until 13/11/2027. Your receipt is in your e-mail. |
| Payment received |
We received 4,800 MT for policy AU-2231. Thank you. |
| Claim opened |
Claim received. Case no. SN-5502. Keep this number when you contact us. |
| Documents missing |
Case SN-5502: we still need a copy of the driving licence. Please send it through our website. |
| Claim paid |
Case SN-5502 closed. We transferred 25,000 MT to account ***4521. |
Notices before a policy ends (renew by such a date) are a different kind of message: reminders you schedule. This article is about texts that confirm something that has just happened.
What needs care in insurance
| 1 |
Health details never go by SMS. For health or life cover, say only that the case has moved on and where to see the detail.
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| 3 |
Nothing to ask for by SMS. Documents and details are requested on your website or at the counter, never by replying to the SMS (which is not possible) or through an odd link. That is what protects your policyholders from fake messages.
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| 4 |
Always the same sender. With your Sender ID, policyholders recognise the insurer from the sender alone.
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Connecting your policy system
Your system calls POST /v1/sms/messages at each step, with an Idempotency-Key made of the reference and the step, such as SN-5502-paid. Keep each SMS id on the case: in a dispute, it shows the policyholder was told, and when. If you have many policyholders to tell at once (a change of terms, for example), a batch send puts them all in one request; see the sending queue and batches.
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The full receipt goes by e-mail; the SMS says it has arrived. That keeps the SMS to one part and puts the document where the policyholder can keep it.
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Want policies and claims followed by texts that go out on their own? See Transactional SMS.
See Transactional SMS
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