Insurance Revolution, a specialist insurance broker, has partnered with CM.com, a global provider of cloud-based conversational commerce software, to integrate WhatsApp into its customer communication processes.
The partnership was formed to allow Insurance Revolution to meet customers on their preferred messaging platform, accelerating response times while improving overall service quality and customer experience, according to FF News.
By embedding WhatsApp directly into its workflows, the broker aimed to reduce friction, cut delays associated with traditional channels, and create more flexible, customer-led interactions.
Since launching WhatsApp as a customer service channel ten months ago, Insurance Revolution has seen the platform become central to its customer journey. Message volumes have increased 50-fold, with customers using the channel for insurance quotes, policy documentation and everyday enquiries. WhatsApp has also become the broker’s primary communication channel for prospects, allowing drivers to respond in their own time on a familiar platform, which has proven effective for lead conversion.
The shift has delivered measurable operational benefits. Service email volumes have fallen by 22% as customers increasingly share policy documents and proofs via WhatsApp, reducing inefficient back-and-forth and improving document traceability and security. Calls handled per agent have also dropped by 11%, as customer support teams use WhatsApp for outreach and follow-ups, cutting time spent on the phone.
Insurance Revolution director Uwais Patel said, “Customer loyalty in the insurance industry has always been about trust and responsiveness. People want fast answers and zero hassle, rather than lengthy verification processes and long hold queues. WhatsApp has been a game-changing solution. Many of our customers now send us a message and pick up the conversation whenever it suits them. If you’re a business owner handling insurance on the move, it’s an instant, flexible way to get what you need. Our mission is to make insurance easy and human – and integrating WhatsApp, which people already use daily in their personal lives, has been revolutionary for that.”
Through CM.com’s platform, Insurance Revolution has seamlessly incorporated WhatsApp into its customer service workflow. The WhatsApp Business channel is integrated via CM.com’s Mobile Service Cloud, ensuring messages, documents and enquiries appear alongside emails and calls, preventing missed communications and supporting a consistent customer experience.
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