Feedback & CSAT WhatsApp Template for Insurance

Personalise it so it reads as a 1:1 message

Four variables carry this template: the customer's first name, the specific interaction (motor claim, health renewal, grievance), the policy or reference number, and the team or agent who served them. Populating all four turns a generic rating prompt into a message that could only have been sent to this one policyholder about this one event — which is exactly what pushes read and reply rates up. Pull these values straight from your policy admin or claims system at send time rather than hard-coding them. Keep the interaction label human ('your health renewal', 'your motor claim') instead of internal jargon, and use the policy number the customer actually recognises from their documents so the message feels trustworthy and never like spam.

Tap-to-rate buttons beat a link every time

The three quick-reply buttons — Excellent, Good, Needs work — let the policyholder answer in a single tap without leaving the chat, typing anything, or clicking through to a form. That low friction is why in-chat CSAT consistently out-collects link-based surveys. Each tap comes back to you as a structured button reply you can log against the policy record and route automatically: a 'Needs work' tap can open a follow-up conversation or flag a grievance for a human agent, while an 'Excellent' tap can trigger a review request or renewal nudge later. You can relabel the buttons or move to a 1–5 star scale, but keep them to three or fewer options so the choice stays effortless on a phone.

Getting it approved as utility, first try

Submit this as a utility template. It clears review cleanly because it is strictly transactional — it references a specific action the customer took and asks nothing more than a rating. The fastest way to get rejected is to sneak in anything promotional: a cross-sell line, a discount, or a 'renew now' offer instantly reclassifies the message as marketing and invites a bounce. Provide realistic sample values for every variable when you submit (a real-looking name, interaction, policy number, and team) so the reviewer can see the intent. Keep the copy informational, avoid all-caps and excessive emoji in the body text, and you should have an approved template usually within a day.

• Keep it purely transactional — no offers, discounts, or upsell
• Fill in sample values for all four variables at submission
• Avoid promotional phrasing that reclassifies it as marketing
• Because it is utility, no opt-out line is required in the body

What it costs to send

WhatsApp bills per delivered message by category, and this template lands in the utility bucket — the lower-cost tier below marketing. Since Meta moved off per-conversation billing on 1 July 2025, you are charged once per delivered utility message rather than per 24-hour conversation, so a single CSAT send is a single utility charge with no bundling surprises. Through InfiQ you get transparent ₹ pricing (ex-GST), so you can forecast the cost of a monthly CSAT programme against your claim and renewal volumes before you switch it on. If the message is sent as a reply inside the free 24-hour service window after the customer messaged you, no template charge applies at all — a useful pattern when the feedback prompt follows an inbound support chat.