Use case · Follow-ups and renewals
Premium reminders on WhatsApp: the full journey for a brokerage
How a brokerage chases premiums due on WhatsApp: a 10-day, 3-day and overdue cadence, sample messages, Meta template rules and how ORIS organises it.
How to read these pages
Before using WhatsApp with clients in a given country, a brokerage has to answer three questions. Every country page answers them in the same order, with a link to the official website of the authority concerned:
- Who licenses and supervises intermediaries? The FSCA in South Africa, NAMFISA in Namibia, NBFIRA in Botswana, the IRA in Kenya, the FCA in the UK, ORIAS and the ACPR in France, and in the CIMA zone each state's insurance directorate under the regional CIMA supervisor. That framework sets licensing, the duty of advice and record-keeping, conversations included.
- Which law protects client data, and who enforces it? It decides the lawful basis for each message (the contract for a premium reminder, consent for marketing) and how long records are kept. Some countries still have no general data protection act in force, such as Namibia: the page says so and describes the prudent practice.
- How are premiums paid? Debit order, direct debit, mobile money or cash: this decides what reminders say and where lapse risk sits. In the CIMA zone, article 13 of the Code also requires the premium to be paid before cover starts.
Where to start: South Africa, ORIS's home market, and its neighbours Namibia and Botswana; Kenya in East Africa; in Europe, the United Kingdom and France; in the CIMA zone, Senegal, Côte d'Ivoire and Cameroon.
Rules change: new data protection laws in Botswana (2024) and Cameroon (2024), FIMA in force in Namibia (2026). Every page shows its update date; always check the text in force with the regulator before deciding.