In a world where instant connections matter, client communication can make or break your business. Especially for insurance brokers and agents, staying in touch with clients is key to retaining their trust and loyalty.

That’s why PathwayPort introduced its SMS Marketing feature—a revolutionary tool that transforms how brokers and agents engage with their clients.

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What is Text Message Marketing (SMS) Integration

SMS integration refers to the process of linking a third-party SMS app or platform to your existing management system, such as a Customer Relationship Management (CRM). By incorporating a comprehensive text messaging service into your insurance workflow, you can achieve a new level of efficiency and effectiveness in client communication. PathwayPort has integrated Text Message Marketing (SMS features) into its CRM, allowing you to easily track the results of your overall marketing campaigns.

This powerful tool is increasingly being adopted by brokerages and insurance agencies worldwide due to its ability to enhance operations and strengthen connections with customers. Check the end of the blog article for statistics and insights on how insurance organizations are leveraging SMS features in 2025 and beyond.

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Level Up Communication with SMS Marketing

One of the standout advantages of SMS integration with the workflow is its ability to act as a fail-safe communication channel. Here’s how it works:

💡 Seamless Email Fallback

When emails go undelivered—whether due to incorrect email addresses, spam filters, or inactive accounts—your message doesn’t have to stop there. SMS integration can automatically detect undelivered emails and switch to sending the same critical information via text message.

Why is this important?

• Higher Deliverability Rates: SMS boasts a 96% delivery success rate. This ensures your message reaches its intended audience.
• Immediate Attention: While emails can sit unopened in inboxes, SMS messages are typically read within minutes, making it ideal for time-sensitive updates like payment reminders or urgent claims information.

✨ Enhanced Customer Experience

By automatically following up via SMS, you ensure that your customers never miss out on essential communications. This proactive approach builds trust, reduces frustration, and makes your agency a reliable partner in managing their insurance needs.

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Streamline Your Insurance Workflow with Text Message Marketing Automation

With Text Message Marketing (SMS) integration, brokerages’ and insurance agencies’ workflow becomes smarter and more efficient:

• Automate reminders for renewals, payments, and appointments.
• Send real-time alerts, such as claims updates or policy changes.
• Set triggers to send SMS when specific conditions are met, like an undelivered email.

By bridging the gap between email and SMS, this integration allows your communication strategy to adapt dynamically, ensuring your clients are always in the loop, no matter the platform. It is very easy to set up and use, you can even add urls to your messages so clients can open documents with ease.

Incorporating SMS into your workflows is more than just adding another communication channel—it’s a game-changing strategy for delivering seamless, timely, and effective client interactions.

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Why Insurance Companies Should Use Text Message Marketing (SMS)

SMS gives you a competitive edge by being cost-effective, time-efficient, and customer-focused. The best insurance companies are already leveraging SMS to stay ahead. Here’s why:

💡 Higher Response Rates
Texting boasts an average 45% response rate—more than seven times that of email. Agents can use templated messages, automate texts, or write personalized replies to drive faster communication and reduce long wait times.

✨ Better Client Communication
Deliver urgent updates, promote offers, or send reminders directly to a client’s smartphone—where they’re most likely to engage. SMS ensures critical information doesn’t get buried in inboxes.

📈 Stronger Client Retention
Stay connected with existing clients to improve retention rates. Automated triggers and workflows help follow up with customers on policy renewals or key milestones, building trust and reducing the chances of clients switching to competitors.

⚡ Streamlined Management
Platforms like PathwayPort make it easy to manage SMS communication from a central dashboard. Send, receive, and schedule messages with no expensive hardware or lengthy training required. Check other best practices for insurance agencies and brokerages.

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PathwayPort’s Text Marketing (SMS) Feature: Built for Insurance Success

Here’s what makes it the ultimate tool for brokers:

• Automated SMS in Workflows: Use SMS as a fallback for undelivered emails.
• 1-to-1 Conversations: Personalize client interactions through the chat interface.
• Customizable Messaging: Use merge tags to personalize texts with policy details or balances.
• Analytics: Measure delivery rates, open rates, and client engagement for better insights.
• All-in-One platform: It is easy to track overall marketing campaigns in one place.

CHECK SMS MARKETING BY PATHWAYPORT.

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Use Cases for SMS in the Insurance Industry

🔄 Customer Renewals and Retention

Automating SMS renewal reminders simplifies the process, helping clients stay on top of renewals and avoid coverage lapses. Features like personalized messages, secure payment links, and exclusive incentives, such as discounts, boost retention. SMS also enables proactive follow-ups with lapsed clients, reducing churn and building stronger relationships, all while enhancing client satisfaction.

• Automated Reminders: Avoid coverage lapses with timely alerts.
• Personalized Messages: Tailored communication for hassle-free renewals.
• Secure Payment Links: Simplify transactions for clients.
• Exclusive Incentives: Boost loyalty with discounts or bonuses.
• Proactive Follow-Ups: Re-engage lapsed clients to reduce churn.

SMS marketing strengthens retention, improves satisfaction, and fosters loyalty.

📢 Simplified Claims Process

Keep clients informed with automated updates on their claims. Whether it’s confirming receipt or providing payment timelines, text marketing (SMS) builds trust and reduces service calls. 

Handling insurance claims can often be a time-intensive task for agents, involving lengthy back-and-forth communication via email. Delays are common when one or both parties fail to check their inboxes frequently, leading to frustration and inefficiency.

Text marketing (SMS) integration transforms this process by enabling customers to initiate claims through text messages. Here’s how it works:

• Quick Responses: Claims adjusters can promptly reply, request additional details, or clarify information in real time.
• Status Updates: Regular updates can be sent via SMS, keeping customers informed of their claim’s progress without the need for constant follow-ups.

This streamlined approach significantly accelerates the claims process, reducing delays and minimizing the administrative workload for your team. By incorporating SMS, you create a more efficient, customer-friendly claims experience.

🚀 Transforming Claims Processing with SMS Automation

Combining SMS with automation revolutionizes claims processing by improving efficiency and client satisfaction:

• Reduced Processing Times:
  • Speeds up claims handling by up to 50%.
• Lower Operational Costs:
  • Cuts costs by 20–30% through streamlined processes.
• Automated Routine Tasks:
  • Handles acknowledgments, status updates, and document requests automatically.
  • Minimizes errors and ensures consistent communication.
• Improved Client Experience:
  • Provides quick updates and seamless interactions.

By leveraging SMS automation, agencies deliver faster, more accurate claims processing while saving time and resources.

💵 Billing and Payment Reminders

Timely premium collection is essential to maintaining uninterrupted insurance coverage, and SMS reminders are a game-changer in achieving this. Here’s how SMS can enhance billing and payment processes:

• Prevent Missed Payments: Automated SMS reminders inform clients of upcoming due dates, helping them avoid late payments and lapses in coverage.
• Secure Payment Links: Include clickable payment links in messages, allowing clients to pay directly from their smartphones, simplifying the payment process.
• Reduce Administrative Effort: Automate recurring reminders for monthly, quarterly, or annual payments, freeing up your team’s time to focus on other tasks.
• Build Trust: Regular, proactive communication reassures clients that their coverage is always top of mind, strengthening their confidence in your services.

With SMS, you can create a seamless, hassle-free payment experience for your clients while ensuring your agency maintains consistent cash flow and fewer policy interruptions.

🎯 Insurance Marketing and Promotions

SMS marketing helps you connect with prospects and clients in real-time:

• Targeted Messages: Personalize promotions and offers based on client needs.
• Seasonal Campaigns: Highlight limited-time discounts or special deals.
• Upselling: Encourage upgrades to premium policies or add-ons.

📅 Perfect Timing with Automation

• Automate reminders, follow-ups, and renewal offers.
• Trigger messages based on client actions for timely outreach.

With 95% open rates, SMS ensures your marketing efforts are seen and acted upon, driving engagement, conversions, and client loyalty.

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The Impact of SMS on Your Business

PathwayPort’s SMS tool goes beyond texting—it’s about driving measurable outcomes:

• Boost Retention Rates: See a 3–6% annual improvement in client retention.
• Attract New Clients: Streamlined communication can drive up to an 18% growth in new acquisitions.
• Save Time and Resources: Simplify workflows and free up your team with automation.

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Ready to Revolutionize Your Communication?

PathwayPort makes it easy to start. With 500 free SMS messages per month and a free local phone number included, you can scale your strategy as you grow.

Book a demo today and discover how PathwayPort’s SMS feature can transform your outreach strategy. Together, let’s build stronger client relationships, improve retention, and drive growth—all one text at a time.

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Key SMS Marketing Statistics for 2025 and Beyond

SMS marketing continues to grow as a powerful tool for businesses. Here’s a snapshot of its impact:

🚀 Business Adoption and Success Rates

• 80% of businesses now use SMS marketing to reach customers.
• 87% of businesses using SMS say it boosts their marketing success, and 91% see higher conversion rates when integrating SMS with other channels.
• Studies indicate that 98% of SMS messages are opened within minutes of being received, with an impressive response rate of 45%.

📈 Engagement and Revenue

• SMS campaigns achieve click-through rates of 21–35%, outperforming other marketing channels.
• Most businesses attribute 11–20% of their revenue to SMS marketing efforts.

📱 Consumer Engagement

• 81% of consumers check texts within 5 minutes of receiving them, with 30% responding in under 1 minute.
• 79% of consumers opted into business texts, an 11% increase from last year.

📊 Consumer Preferences

• Most consumers opt to receive texts from 1–3 businesses, but many are open to subscribing to 4–6 businesses.
• 60% of consumers want the ability to reply to business texts, emphasizing the need for two-way communication.
• Consumers prefer SMS for: Appointment reminders (73%)

Emerging Trends in Insurance Industry

• 40% of businesses are using AI to personalize SMS messages and automate campaigns.
• Chatbots and interactive surveys (35%) are increasingly popular to enhance customer interactions.

How Many Consumers Use SMS Marketing?

In 2024, 79% of consumers have opted in to receive texts from businesses, up from 71% in 2023. This 11% increase reflects a growing preference for direct, text-based communication with brands.

These figures showcase SMS marketing as a powerful tool not just for customer engagement but also as a reliable channel for boosting revenue and achieving measurable business growth.

These statistics underscore SMS marketing’s unmatched ability to engage customers, boost conversions, and drive revenue. By adopting SMS as part of your marketing strategy, you can connect with your audience effectively and stay ahead of the competition.