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Home › Templates › Post-claim satisfaction survey on WhatsApp: message template
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Post-claim satisfaction survey on WhatsApp: message template

WhatsApp template to measure client satisfaction once a claim is closed: timing, three-button question, repudiated claims, handling unhappy replies.

WhatsApp category : Utility (service)

When to send this message

Send it two to five days after the claim is genuinely closed: payment made, vehicle returned, contractor finished. Not before (the client does not yet know how they feel) and not three weeks later (they have moved on). Because it refers to one specific transaction, Meta accepts it as a utility template; a general survey about the brokerage would be marketing.

Keep the question to a single choice: three quick-reply buttons (happy, mixed, unhappy) or a 1-to-5 score in free text. In ORIS the template carries its quick replies and the reply analysis classifies sentiment: a negative answer is escalated to a person rather than auto-replied. That is the moment you win a client back, not the moment a bot thanks them.

Include repudiated claims. A claim declined for non-disclosure or an exclusion deserves the same message, reworded, because how the decision was explained matters as much as the decision. In South Africa the replies are evidence for TCF Outcome 6 (no unreasonable post-sale barriers); in the UK they feed the Consumer Duty outcomes monitoring the FCA expects brokers to document.

Variants

Plain

The brokerage
Hi {prenom}, your claim on policy {contrat} was closed on {date}. To improve our service, could you tell us how {cabinet} handled it? — Happy — Mixed — Unhappy A line on what could have gone better helps a great deal. Thank you, {conseiller}

Warm

The brokerage
Hi {prenom}, I hope everything is back to normal after your claim. It was a stressful time and I wanted to know whether we did right by you: turnaround, explanations, settlement. On a scale of 1 to 5, how would you rate the way we looked after you? And if anything annoyed you, tell me straight, that is what helps us improve. {conseiller}, {cabinet}

Short (mobile money, East Africa)

The brokerage
Hello {prenom}, {cabinet}. Your settlement of {montant} for claim {contrat} was paid on {date}. Did it reach your M-Pesa or bank account? And how was the claim handled: 1 = poor, 5 = excellent? Thanks, {conseiller}

Formal (commercial fleet)

The brokerage
Good morning {prenom}, the claim on policy {contrat} notified on {date} has now been finalised. As part of our service review, {cabinet} would value your feedback on three points: the responsiveness of the claims handler, the clarity of information passed to your drivers, and the time taken to return the vehicle to service. A score of 1 to 5 per point, or a few lines, is all we need. Your comments are raised with the insurer at our quarterly review. Kind regards, {conseiller}

After a repudiated claim

The brokerage
Hi {prenom}, I know the insurer's decision on your {contrat} claim was not the one you hoped for. Even so, your view matters: did you understand the reasons given and the options open to you? Were we available enough? Reply in your own words or with a score of 1 to 5. If you want to dispute the decision, I will explain the complaints route, including the Ombudsman. {conseiller}, {cabinet}

Writing tips

  • One closed question followed by an invitation to comment: five-question surveys do not get read on WhatsApp.
  • Trigger the send on a claim status (closed, paid), not on a fixed date; that is what makes it legitimate as utility.
  • Handle "unhappy" replies within the hour, by phone: the client has opened a 24-hour window, do not let it close on an automated thank-you.
  • Separate satisfaction with the brokerage from satisfaction with the insurer: clients blur the two, your statistics should not.
  • Export the replies quarterly (CSV) and review them with the insurer or UMA: concrete evidence is a lever in binder and service-level discussions.

Common mistakes

  • Sending the survey before the settlement has been paid: the answer measures the wait, not the service.
  • Answering a poor score with "thank you for your feedback" and no call or action.
  • Asking for a public Google review in the same message; that is a separate step, for satisfied clients, after they have replied.
  • Skipping repudiated claims: they are the ones that generate complaints and cancellations.

Frequently asked questions

Why is this accepted as a utility template?

Because it concerns a specific, recent transaction: the client's claim. Meta distinguishes transaction-related surveys (utility) from brand or general satisfaction surveys (marketing). The text must therefore name the claim.

How many buttons can I use?

WhatsApp templates allow up to three quick-reply buttons, which ORIS defines when the template is created. For a finer scale, ask for a 1-to-5 score as a text reply.

What should I do with a negative reply?

Call the same day, listen, and note on the record what was missing. In ORIS a reply with negative sentiment is never auto-answered: it creates a draft and a notification for a handler.

Should I send the survey when the insurer handled the claim directly?

Yes, stating your role: the client judges you on the support, on translating insurer correspondence and on the pressure you put on turnaround times. Their answers also strengthen your position in service discussions with the insurer.

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