Use cases
One playbook per event your system already knows about.
Each flow below is triggered by an event your PAS sends. The event names are the ones the API accepts today. Flows marked Roadmap are planned and not yet built.
Collections and lapse prevention
The morning a debit order bounces, the policyholder gets a WhatsApp asking how they want to fix it, before the policy drifts towards lapse.
- Trigger
- Debit order failed
debit_order_failed - Premium due
premium_due - Payment recovered
payment_recovered - Policy lapsed
policy_lapsed
- Debit order failed
- Buttons
- Retry payment · Change debit date · Call me
- What the policyholder sees
- A message naming the premium and policy number, with three buttons. If the playbook includes a follow-up, one reminder goes out when the first message gets no reply.
- What you get back
- An Action for every tap, a signed webhook to your system, and delivery status for every message. When your PAS reports the payment, Polisync records a recovery.
- The number that matters
- Recovered premium, in rand. A recovery is counted only when Polisync sent a nudge about that failed debit order and the payment followed within 30 days.
- How recovery is attributed
- A payment_recovered event is matched to the most recent unrecovered debit_order_failed on the same policy in the previous 30 days, and only if Polisync sent the policyholder a message about it before the payment. A debit order that recovered on its own retry, with no message sent, is not counted. Policy lapsed events close the loop the other way and mark the policy lapsed.
Renewals and premium changes
A renewal reminder ahead of the renewal date, with a one-tap request for a call.
RoadmapAccepting a premium increase in WhatsApp is on the roadmap.
- Trigger
- Renewal due
policy_renewal_due
- Renewal due
- Buttons
- Call me
- What the policyholder sees
- The product, policy number and renewal date, and a Call me button.
- What you get back
- A Call me Action, routed to the team that handles renewals.
- The number that matters
- Renewal conversations started before the renewal date, not after it.
Claims updates
Each time a claim changes status in your system, the claimant hears about it on WhatsApp.
- Trigger
- Claim status changed
claim_status_changed
- Claim status changed
- Buttons
- Call me
- What the policyholder sees
- The claim reference and its new status, and a Call me button.
- What you get back
- Delivery and read status for each update, and a Call me Action when the claimant wants to talk.
- The number that matters
- Claimants who know where their claim stands without phoning in.
Document collection
When a claim is waiting on a document, ask for it where the policyholder will actually see the request.
- Trigger
- Document requested
document_requested
- Document requested
- Buttons
- Upload document · Call me
- What the policyholder sees
- The claim reference and the document needed. Tapping Upload document asks them to reply with a photo or PDF.
- What you get back
- An Upload document Action, and the reply in the conversation for your team to pick up.
- The number that matters
- Time from asking for a document to having it.
Onboarding
A welcome message when a policy goes live, so the first WhatsApp from you is not a missed-payment notice.
- Trigger
- Policy welcome
policy_welcome
- Policy welcome
- Buttons
- None. Replies and STOP are still handled.
- What the policyholder sees
- A welcome naming the insurer and policy number, with the option to reply STOP.
- What you get back
- Delivery status, which tells you early whether the number on file reaches the policyholder, and any opt-outs.
- The number that matters
- Numbers confirmed reachable at the start of the policy.
FICA and KYC refresh
RoadmapPrompt policyholders to update their details when a periodic refresh falls due.
- Trigger
- Planned.
- Buttons
- Planned.
- What the policyholder sees
- Planned.
- What you get back
- Planned.
- The number that matters
- Refreshes completed before the deadline.
Broker notifications
RoadmapTell the broker of record when one of their clients misses a premium or replies, so they can follow up.
- Trigger
- Planned.
- Buttons
- Planned.
- What the policyholder sees
- Planned.
- What you get back
- Planned.
- The number that matters
- Broker follow-ups on at-risk policies.
See it with your own book.
We will run a debit-order flow end to end against a synthetic book shaped like yours, then show you what lands back in your system.