Quick answer
An agent's WhatsApp assistant answers only from material you approve: what a plan covers in plain words, the documents needed to apply or claim, claim steps and form links, panel hospital lists, and your call slots. It never advises, never quotes a premium and never comments on an existing policy or claim decision. Those threads go to you.
- The assistant answers only from plan summaries and procedures you approve in writing.
- Premiums, personal advice and claim decisions always go to the licensed agent.
- Call bookings become sheet rows with the question asked and the preferred time.
- Pairs to the client number you already use; existing client chats stay with you.
At a glance
It answers
- What each plan covers, in plain words
- Documents needed to apply or claim
- Claim steps and where to send forms
- Appointment slots
It hands to you
- Personal advice and quotes
- Claim decisions and disputes
- Anything about an existing policy
10 min
to set up
New chats
only, by default
Any
language
Insurance agents
answered by Replai, after hours
- How much is a family medical plan per month? Ages 35 and 33, two kids21:14
- Family medical plans depend on age, health and the room limit you choose, so the agent quotes personally. What I can say: plans start from a $150 room limit, cover hospitalisation and surgery, and take 2 to 3 days to approve. Shall I book a 20-minute call?21:14
- Ok. How do I claim if someone is hospitalised?21:16
- Show the medical card at admission for panel hospitals; for others, submit the claim form, bills and discharge summary within 30 days. I'll send the form link. Call slots: Tuesday 8pm or Thursday 12pm?21:16
Illustrative exchange. Your bot answers from your own prices, hours and rules.
An agent's WhatsApp is a mix of prospects asking what a medical card costs, clients asking how to claim, and everyone asking for the form again. The valuable conversations, the ones where you actually advise, are buried under the ones that only need a document list and a link.
Why agent WhatsApp is a queue of the same questions
Interest fades within the hour. The MIT lead response study found that calling a web lead within five minutes rather than thirty makes contact 100 times more likely, and that the odds of making contact fall more than ten times within the first hour (InsideSales.com/MIT Lead Response Management Study, 2007). A prospect who asks what a medical plan costs sits at the top of that curve.
Prospects ask what a plan covers, how much, and how to apply. Clients ask how to claim, which hospitals are panel, and where the form is. All of it is in the brochures and procedures you already have. What only you can do is advise, quote and handle a claim, and that is a fraction of the messages.
What can a WhatsApp bot handle for an insurance agent?
Paste the plan summaries you are allowed to share, the claim procedures, document checklists, panel hospital lists and your appointment slots. The assistant answers from that on your client number, in the client's language.
| Person asks | Answered from |
|---|---|
| What a plan covers | Your approved plan summaries |
| Documents to apply | Your checklist |
| How to claim | Your procedure text and form links |
| Panel hospitals | Your list |
| Appointment | The slots you keep in its notes |
| Where the office is | Your details |
Every prospect who asks for a quote or a call becomes a row in your Google Sheet with their question and preferred time. You call the sheet each evening.
What must stay with the licensed agent?
The assistant is told, in plain words, that it does not advise, quote, or comment on an existing policy or claim. When a question crosses that line it says so, offers a call slot, and hands the thread to you. This keeps you compliant and keeps the conversations that matter in your hands.
An evening with it switched on
A social post about medical plans goes out at 7pm. By midnight the assistant has explained the plan basics forty times, sent the document checklist twenty-five times, and booked eleven calls into the sheet. Two clients asked about claims in progress; both threads are flagged for you with the conversation attached. You spend the next day advising eleven people who already know the basics.
Set up in 10 minutes
Scan the QR with the phone you use for clients. Paste the approved plan summaries, procedures, checklists and slots. Write the one line that says what it must not do. Test from another phone. Switch it on. New enquiries are answered from that moment; existing client chats stay with you.
Related
- WhatsApp for real estate agents
- WhatsApp for dental clinics
- How to write a system prompt for a WhatsApp customer service bot
- A starter WhatsApp assistant for any small business
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Frequently asked questions
Can a WhatsApp bot answer insurance questions without breaking the rules?
- It answers only from material you approve, such as plan brochures and claim procedures, and it is told to never give personal advice, quote a premium or comment on an existing policy. Those go to you, the licensed agent, with the conversation attached. You decide what goes into its notes.
Can it book appointments?
- Yes. It offers the slots you keep in its notes, confirms one, and logs the lead to a Google Sheet with what the person asked about. You call from the sheet.
Does it handle claim questions?
- It explains the steps and documents from your notes, sends form links, and passes anything about a specific claim to you. It never says whether a claim will be approved.
Is it on my personal number?
- It pairs to whichever WhatsApp number you use for clients, by QR. By default it answers new conversations only, so existing clients keep talking to you directly until you hand a thread over.
Sources
- About WhatsApp, WhatsApp, 2026-09-07
- Lead Response Management Study, InsideSales.com and MIT, 2007