Introducing Texting To the Insured Customer

We recommend training your adjusters to introduce texting over the phone in order to increase claimant engagement.

You can create a quick job aid with the particular messaging that you want them to say.

These are some generic pre-written talk tracks that you can use with your team:

“I can text with you directly throughout the life of the claim. Is that something you’d be interested in? Great! Let me confirm I have your correct cell phone number on file. Once we finish our phone call, you will receive an automated text that will prompt you to respond with ‘YES’. Once you opt-in, we can text back and forth.”

“In order to provide better customer service, ORGANIZATION now has the ability to communicate with you through text on your phone. This will be an easier way to get a quick response for any of your questions and needs throughout the handling of your claim.  If you would like to talk through text, I will send you a message to enroll and if needed, we can always still talk by phone or email too. Would you like to participate?”

"Would you prefer to receive updates about your claim via text message or email? Great! Let me confirm I have your correct cell phone number on file. Once we finish our phone call, you will receive an automated text that will prompt you to respond with ‘YES’. Once you opt-in, we can text back and forth.”

"Texting is an easy way to communicate or ask a quick question and that since I am on the phone quite a bit, just like I am with them right now while we are discussing their claim, I may see a text quicker and be able to respond right then rather than having to wait until I have a free moment to make a phone call. Great! Let me confirm I have your correct cell phone number on file. Once we finish our phone call, you will receive an automated text that will prompt you to respond with ‘YES’. Once you opt-in, we can text back and forth."