Every status change in the claims system now triggers a personalized WhatsApp update to the claimant — claim received, adjuster assigned, payment approved. Policyholders always know where their claim stands, and 'where's my claim?' calls have dropped by 68%.
Typical results
4.5
Claimant satisfaction
100%
Milestones auto-notified
-1.3 days
Handling time per claim
Figures reflect typical results for this kind of automation.
The challenge
The phone lines were dominated by one question: where does my claim stand? Claims staff spent hours a day looking up statuses and repeating them to anxious policyholders, adjusters were interrupted mid-file, and genuinely urgent calls waited behind routine ones. Satisfaction scores suffered even when claims were actually moving on schedule.
Before and after
Status calls per week
−68%Claimant satisfaction
+25%Claim handling time
−14%The automation
We hooked the claims system into Make so every status change fires a webhook in real time. The scenario maps each milestone — claim received, adjuster assigned, documents needed, payment approved — to a friendly WhatsApp template in the claimant's language, personalized with their name, claim number and next step. Replies route to the right adjuster's queue, and a daily digest shows managers exactly which claims are stalling.
How it works
- 01
Status changes
A claim moves to a new stage in the claims system and fires a real-time webhook.
- 02
Message matched
Make maps the milestone to the right WhatsApp template in the claimant's language.
- 03
Update delivered
The claimant gets a personalized message with their name, claim number and what happens next.
- 04
Replies routed
Questions come back through WhatsApp and land in the assigned adjuster's queue.
- 05
Stalls surfaced
A daily digest shows managers which claims haven't moved so nothing sits silent.
Starts from
- Claims system
- Status changes
Delivers
- WhatsApp updates
- Adjuster reply queue
- Manager digest
The impact
Inbound status calls typically fall by about 68%, freeing claims staff for actual claim work. Average handling time per claim drops by more than a day, claimant satisfaction rises from around 3.6 to 4.5 stars, and adjusters work files without constant phone interruptions.
Questions about this automation
How does the automation know when to message a claimant?
The claims system fires a webhook whenever a claim changes stage, such as received, adjuster assigned, documents needed or payment approved. Make maps that milestone to an approved WhatsApp template in the claimant's language, fills in the claim number and next step, and sends it within seconds of the change.
What happens when a claimant replies to a status update?
Replies come back through the same WhatsApp number and are routed to the queue of the adjuster assigned to that claim, with the claim number and message history attached. The adjuster answers from the queue, so claimants reach a person when they need one while routine updates still go out automatically.
Which claims systems does it work with, and how are stalled claims caught?
Any claims system that can send webhooks or be read through an API works. A daily check looks at how long each claim has sat in its current stage and emails managers a digest of claims past their threshold. Simple automations like this are usually live within days once the milestones and message templates are agreed.