Sending an insurance quote on WhatsApp: the message that goes with the PDF

WhatsApp category : Customer reply (24-hour window)

When to send this message

Within hours of the client's request, while their conversation is still open. They messaged you asking for a price, so you are inside the 24-hour customer service window and this message goes out as free-form text, with no template. If the quote takes longer than a day (waiting on an insurer, a missing detail), send a short progress message inside the window to keep it open.

The message accompanies the quote; it does not replace it. The formal document (PDF schedule with cover, excesses and exclusions, plus the disclosures your regulator requires) remains the reference. The WhatsApp message summarises the essentials in three lines and asks a closed question so the client actually replies.

In ORIS, the Quote Builder generates a text summary (insurance type, cover items, monthly or annual premium, valid-until date, personal note) sent in the conversation; the insurer's PDF is attached alongside it.

Variants

Plain

Warm

Short (mobile money, East Africa)

Formal (UK commercial client)

Writing tips

• Three facts in the message: the premium, what it covers in one line, the validity date. Everything else lives in the PDF.
• Attach the quote as a PDF, never as a screenshot: the PDF can be forwarded, printed and kept as evidence of what was offered.
• End with a closed question or a binary choice ("call or questions here?", "reply YES"); quotes without a question get no reply.
• Flag one or two points of attention (excess, waiting period, a notable exclusion): it is part of advising properly, and it avoids the surprise at the first claim.
• Send during the day and within 24 hours of the request; otherwise the window closes and you will need a template just to deliver the quote.
• Do not ask for card details or ID documents in the quote thread; document collection happens after acceptance, in a dedicated message.

Common mistakes

• Sending a photo of the insurer portal screen instead of the quote: unreadable, incomplete and worthless in a dispute.
• Quoting a "from" price in the message and a different figure in the PDF; the client remembers the first number.
• Letting 24 hours pass without a message: the window closes and the quote arrives by template, colder and less read.
• Omitting the validity date, then discovering the insurer has re-rated when the client comes back three weeks later.

Frequently asked questions

Does this message need a Meta-approved template?

No, as long as you reply within 24 hours of the client's last message. After that a template is required, which is why you send a progress note if the quote is delayed, to keep the window open.

Does a WhatsApp quote have legal standing?

The message summarises; the attached document binds. The PDF quotation with the disclosures your regulator requires (FAIS record of advice, FCA demands and needs, and so on) is the reference. Keep the thread and the attachment on the client file.

Can I send quotes from several insurers in one message?

Yes, if you present them on the same grid (cover, excess, price) and say which one you recommend and why. Beyond three options the client disengages, so do the first cut yourself.