Insurance SMS Resources and Best Practices Guide

Streamline the client experience with insurance SMS.

Man at desk with mobile phone using SMS insurance resources

Clients want to handle their insurance paperwork, bills, and queries as easily as they do their online shopping. With insurance SMS, they can view documents, receive reminders, and chat with agents through a convenient channel. Plus, insurance agents and office staff can use advanced tools to manage client communications. In this insurance SMS resources page, you’ll learn: 

  • What insurance SMS is
  • Why agents and office staff need it
  • How insurance SMS works
  • Benefits of insurance SMS vs. traditional communication methods
  • What conversational customer engagement and conversational marketing are
  • What insurance SMS templates look like
  • Insurance SMS best practices

First time learning about business SMS? Head to our business text messaging terminology page to review industry terms. Otherwise, dive into our insurance SMS resources. 

What Is Insurance SMS and How Is It Used?

Insurance SMS is texting specifically for insurance providers. Successful insurance SMS strategies rely on business text messaging platforms. These platforms empower insurance firms to send, receive, and organize client messages. With support from efficiency tools, insurance SMS can help any insurance team improve client communications. 

Insurance agent going over contract with client

Improve Agent-to-Client Communications

Business SMS platforms let clients reach agents through multiple entry points. They can message them through native SMS apps or other messaging channels, like Apple Business Chat, Google’s Business Messages, Facebook Messenger, and WhatsApp. Messages arrive in a shared inbox so teams can answer them quickly. Plus, tools like auto replies let clients know when to expect responses.

Calendar with date circled

Send Effective Reminders and Notifications

Clients are too busy to dig through their overflowing email inboxes every day. Text important billing or policy change reminders so they can stay up-to-date without any extra effort on their part. Office staff can schedule out reminders and notifications, even sending personalized mass texts to multiple people at once. Schedule messages in advance to save valuable time.

Notebook and pen on keyboard

Streamline Agent and Office Staff Workflows

Integrate an insurance SMS platform with your CRM system to ensure client custom fields are always accurate, without extra legwork. Automate reminders by adding clients to SMS drip campaigns that send multiple personalized texts at once. Simply choose a trigger (e.g., a custom field change in your CRM), then set your platform to send texts when it detects the trigger.

Modern conference room space

Modernize Your Firm

Business texting solutions help your office run smoothly. Agents and office staff can message from web and mobile apps with flexible permissions for who can access sensitive data, including personally identifiable information (PII) like phone numbers. SMS integrations with CRMs provide customer service agents with transparency into client history. In-app reporting measures SMS performance so your teams can compare it to emails and phone calls.

Hands exchanging business card

Improve Firm Branding

Business SMS helps you streamline agent-to-client communications, send more effective reminders, simplify workflows, and modernize your firm. Ultimately, by upgrading your business operations, your firm will be rebranded as a modern, accessible company.

How Does Insurance SMS Work for Agents and Office Staff?

Agents and staff should find it easy to use most business SMS features without referring to insurance SMS resources or guides. Client messages arrive in a shared inbox, where managers can answer them or assign them to others. Teams can schedule messages, form SMS drip campaigns, set up SMS integrations, and create automations within a business SMS web app. Chats, lists, contacts, and templates are also available on mobile apps.

Insurance agent using SMS insurance resources
Insurance agent discussing with a couple of clients after using SMS insurance resources

Benefits of Insurance SMS vs. Traditional Communication Methods

Insurance SMS complements traditional insurance firm communication methods, like email and phone calls. Ideally, an insurance firm should divert long and sensitive content to those channels, prioritizing insurance SMS for short and timely content. Texting offers many benefits that make it an ideal channel for daily communications:

  • Faster resolution times, since clients answer texts quickly

  • More streamlined workflows, with help from insurance SMS automations and integrations

  • Higher client satisfaction, as texting is a convenient and speedy channel

Statistics on SMS Usage

SMS is already a favorite among insurance clients. Its high open and engagement rates make it your best bet for sending content that you want clients to read quickly.

What Is Conversational Customer Engagement for Insurance Firms?

Conversational customer engagement involves encouraging customers to have one-on-one chats with insurance agents and client service agents. It helps firms stay close with clients, and keep them on track. To use conversational customer engagement, teams should send content like polls, surveys, and order notifications. All content should include a clear CTA encouraging customers to start chats with a team member.

Black insurance SMS agent checking incoming client messages on her phone

What Is Conversational Marketing for Insurance Firms?

When you think of SMS insurance marketing, you may imagine mass texts with coupons or deals. These insurance marketing SMS messages don’t appeal to clients. Use conversational marketing in place of SMS marketing. It’s a newer—and more effective—insurance SMS marketing strategy focused on sending clients interactive content. When clients respond, your team can offer authentic suggestions, making real connections and increasing conversions.

Insurance agent leaning against desk using smartphone

How Can Insurance Firms Protect Client Data?

Choose a business SMS platform that offers built-in data security. To ensure a platform’s security is up to par, look for providers with SOC 2 compliance certification. SOC 2 is a standard released by the American Institute of CPAs (AICPA). Insurance SMS platforms with Type II SOC 2 compliance have proved the effectiveness of their data security policies.

Stack of files on desk

Sample Insurance SMS Templates

SMS templates help insurance firms maintain branding and expedite texting. Teams can also use them to personalize mass texts, or create auto replies and SMS drip campaigns. As part of our insurance SMS resources, we’ve included a variety of insurance SMS templates. Feel free to adjust and use those that work best for your brand.

Hand of man typing text on smartphone, using SMS insurance
  • {{client name}} — Local Car Insurance has received your paperwork. Please check your personal portal for details. Text STOP to unsubscribe from our texts.
  • Hello, {{client name}} you’ve reached Life Insurance Firm! We’re in the office from 9-5pm, Monday through Friday. We’ll get back to you within 1 business day. Text STOP to stop receiving texts.
  • Hi there, {{client name}} Frances here. As we talked about in our meeting on {{last meeting date}}, you’ll need to send me the signed paperwork by {{paperwork due date}}. It’s in your Pet Insurance portal. Let me know if you need any help! Text STOP to stop receiving texts.

Insurance SMS Best Practices

Clients will enjoy using a channel they know and love to communicate with your business. Plus, teams will save time using powerful efficiency tools. But keep these best practices in mind to get the most out of insurance SMS. Of our insurance SMS resources, insurance SMS best practices are one of the most important things to learn.
  • 1 Ensure leads and clients opt in before you text them, and let them know how to opt out each time you text them.
  • 2 Offer entry points for multiple messaging channels, so clients will likely find a channel they’re comfortable using.
  • 3 Use SMS for casual, administrative information; use other channels for in-depth or sensitive information.
  • 4 Check messages for proper grammar and syntax, and don’t use abbreviations or acronyms, which can be confusing.
  • 5 Use integrations and automations to streamline your business’s workflows.

Text Messaging for Insurance Agents and Offices

Streamline client communications, improve agent and office staff workflows, modernize your firm, and keep client data secure with insurance text messaging.