Product

Solutions

Resources

Product

Solutions

Resources

How Hollard increased response rates by 5X using WhatsApp

How Hollard increased response rates by 5X using WhatsApp

How Hollard increased response rates by 5X using WhatsApp

Hollard Insurance is the largest privately-owned insurance group in South Africa.

Hollard Insurance is the largest privately-owned insurance group in South Africa.

Hollard chatbot
Hollard chatbot
Hollard chatbot

35%

35%

Minimum response rate with WhatsApp

Minimum response rate with WhatsApp

5%

5%

Response rate increase

Response rate increase

Company

Hollard Insurance

Country

South Africa

Channels

WhatsApp

Products

Chatbots

Industry

Insurance

Ready to reach customers with WhatsApp?

Grow sales by 160%

Grow sales by 160%

Cut service costs by 73%

Cut service costs by 73%

Boost responses by 40%

Boost responses by 40%

WhatsApp for Business solution by Cue

About Hollard

Founded in 1980, Hollard helps over 6 million customers across four continents secure their futures through insurance. Learn more about how Hollard covers over 6 million customers across Africa. 

The challenge

Hollard Insurance uses broker feedback to improve its service offerings, initially using SMS to get feedback before switching to WhatsApp. Because of the 160-character limit with SMS, Hollard had a 7% response rate when getting post-sales feedback via SMS surveys, so they couldn’t effectively get their messages across.

How Hollard claimed a 5x increase

Since launching an official WhatsApp Business Account, Hollard can now broadcast messages to clients at scale while allowing customers to get real-time assistance via chatbots and live chat. Since switching to WhatsApp, Hollard has increased survey responses by 5x while also encouraging more engagement with 3000-character messages.

Hollard’s WhatsApp chatbot lets customers:

1. Register a funeral claim

Customers can start the claims process right in Hollard's WhatsApp chat. By providing your ID number and answering a few basic questions, customers can get help from Hollard live agents.

2. Register a retrenchment claim

Hollard has you covered, even during retrenchment. Get your payout faster by submitting your retrenchment cover claim on WhatsApp in minutes.

3. Register a Hospital Moneyback claim

Hollard lets you get paid out so you can cover day-to-day expenses that add up while you’re in the hospital. Register a money-back claim on WhatsApp with Hollard.

4. Get StreetWise with free financial education

StreetWise Finance is a financial literacy awareness initiative meant to educate and equip South Africans. Get access to free financial literacy with Hollard on WhatsApp.

Why WhatsApp for insurance

Over 175 million people use WhatsApp in Africa, making it crucial for insurers to meet policyholders on the app they use daily. One of the key advantages of WhatsApp Business is its secure and private messaging. Insurance providers can leverage this to create trust with their clients and provide them real-time support.

From insurance quote chatbots to streamlining policy renewals and providing real-time customer support, insurance businesses can use WhatsApp to:

  • Create insurance quote chatbots that conveniently manage the quotes process

  • Process and simplify the claims process with an insurance claim chatbot

  • Manage policy renewals with automated reminders, chatbots and live chat

  • Gather feedback using surveys on WhatsApp

  • Insurance businesses can use broadcast messages to keep customers informed throughout the year

  • Improve customer support by offering real-time assistance with live chat

With WhatsApp Business, you can improve customer service, boost operational efficiency, and increase client satisfaction and retention.

Get covered with Hollard on WhatsApp

Ready to insure your future? Chat with Hollard now on WhatsApp to discover tailored insurance plans or conveniently manage existing policies.