The WhatsApp service initially focuses on Accident, Sickness, and Unemployment (ASU) insurance, but Best Insurance plans to expand its offerings to include life, critical illness, pet, and gadget insurance.

Key Benefits of the WhatsApp Service:

• Flexibility: Customers can engage with the service at their own pace, reviewing information and making decisions without time constraints.
• Convenience: The WhatsApp platform is readily accessible, eliminating the need for additional software or online portals.
• Privacy: Sensitive information can be shared securely within the privacy of WhatsApp.
• Efficiency: The platform can handle a large volume of users simultaneously, reducing service costs and ensuring prompt responses.

Since its launch, 30% of customers have opted to use WhatsApp for their insurance journey, and 50% of online inquiries have transitioned to WhatsApp for further discussion.

This new WhatsApp service underscores Best Insurance’s commitment to providing a seamless and customer-centric insurance experience. By leveraging technology, the company aims to make insurance more accessible and convenient for its customers.

Speaking about the launch, Kesh Thukaram, co-founder of Best Insurance, said customers expect a seamless and flexible experience when purchasing products and services, and this had motivated the insurtech to investigate the possibilities that messaging apps offer.

He explained: “We’ve seen a shift in how customers want to interact with us. They are looking for more control and flexibility, especially when dealing with the sensitive information needed for a protection quote. By launching this WhatsApp service, we are meeting those expectations and making the process easier and more convenient.”

He went on to say that customers don’t want to have long phone calls discussing sensitive topics like salaries or medical conditions—especially if they are in open workspaces—and often don’t have all the information at hand. The same is true for online forms: when customers reach a question they don’t have the answer to, they stop the process and often don’t come back.

“In fact, after an initial expression of interest in a product, less than 20% of customers respond when contacted, and the rate is even lower for those under 35,” he pointed out. 

“But on a platform like WhatsApp, they can control the pace of the conversation, review answers, take their time, and aren’t pressured to make decisions instantly. Two thirds (65%) of the WhatsApp preferred journey were within normal working hours, confirming our view that customers would prefer to buy personal policies such as unemployment insurance privately on their mobiles rather than work laptops or big screens. 

Thukaram added: “By launching this service, which will run alongside our more traditional channels – phone, website – our customers can choose how they want to communicate with us, and when.”