LifeQuote has introduced a text service for intermediary support after trials showed improved responses compared with emails and telephone contact.
The provider had previously used texts as basic reminders or updates but now it has linked the text to workflow to increase the length of message and allow a reply.
LifeQuote said this new method of communication is already driving immediate responses and is yielding double the number of immediate replies compared to telephone and email.
Neil McCarthy, sales and marketing director at LifeQuote said: "As communication preferences change to suit a more mobile and busy world, we have improved our text content to increase the length of the message and also allow a reply. We have already seen a noticeable increase in text exchanges between customers and their administrator, which helps to speed up the processing time."
Texts are being used to support telephone calls and emails - and can now be used as the sole method of communication if a customer prefers. Text notifications and summary information on the case progress are held on the advisers tracking, allowing updates of all their cases whatever the insurer, in one place.
McCarthy added: "This improved service is improving customer engagement, making communication more immediate and will improve completion rates, helping us process adviser's cases more efficiently."