The challenge: eight carriers, hundreds of premiums and a due date for every one
RSKM is an insurance advisory firm that supports its clients with policies from eight different carriers: General de Seguros, BX+, Atlas, Chubb, AXA, ANA, Zurich and HDI. Each with its own premiums, its own dates and its own formats.
For a firm like this, collections doesn't start when a premium falls past due. It starts before. Every premium paid on time is a policy that never goes at risk, a client who never loses coverage and an awkward conversation nobody has to have. But reminding each client, at the right moment, that a payment is coming up is exactly the kind of task that slips when the team is busy with what's urgent.
And clients don't want formal emails or calls during office hours. They want to handle it the way they handle everything else: on WhatsApp, in two messages, with the receipt at hand.
RSKM needed every premium followed up on time, on the channel where its clients actually answer, without adding that load to its team.
The solution: an agent that collects before the due date, on the channel where the client already is
RSKM put Handle's Multi-Channel Collections agent to work on its premium portfolio across all eight carriers. The agent notifies, reminds, answers questions and records every payment, and it does so where RSKM's clients already are.
- 1
Spots the premium coming due
8 carriers in a single portfolio
- 2
Contacts the client on WhatsApp
156 WhatsApp messages
- 3
Follows up by email
140 emails
- 4
Converses and replies
392 replies on 64 premiums
- 5
Escalates when needed
1 case in the whole period
Escalation
1 of 129 premiums went to a person
01
Preventive collections, not just reactive
The agent doesn't wait for a premium to fall past due: it contacts the client while there's still time. It shows in the payments: 23 of the 26 premiums paid in the period were covered before their due date.
02
WhatsApp first
Almost the entire operation ran on WhatsApp: 156 messages sent, backed by 140 emails. It's the channel where RSKM's clients answer fast, and that shows in the speed: the median from first contact to payment was 2.8 days.
03
A conversation, not a reminder
Clients don't just read the message: they reply. In 8 days the agent received 392 WhatsApp replies on 64 premiums: clients asking for their receipt, saying they're about to pay or sending their proof of payment. The agent answers, sends what's requested and records every reply.
04
Eight carriers, one portfolio
General de Seguros accounts for 63% of the portfolio, but the agent works the same way with BX+, Atlas, Chubb, AXA, ANA, Zurich and HDI. For the RSKM team there aren't eight different processes: there's one agent following up on everything.
05
The team only steps in when needed
Of 129 premiums contacted, only 1 was escalated to a person. Everything else (notices, questions, sending receipts, proofs of payment) the agent resolved within the conversation.
The results: 26 premiums paid in 8 days, almost all before they were due
Over the 8 days measured, the agent worked 129 premiums from 101 clients, totaling $879K MXN across eight carriers.
26 of those premiums were paid after contact: $118K MXN, with a median of 2.8 days. And most importantly, 23 were paid before their due date, while the policy was not yet at risk.
How clients reply: real WhatsApp responses
“I'll send you the proof of payment in a moment”
RSKM client
“Good afternoon, could you send me the receipts so I can make the payments…?”
RSKM client
“Yes, of course”
RSKM client
Collections results
| Result | Volume | Impact |
|---|---|---|
| Premiums paid after contact | 26 premiums | $118K MXN collected with a median of 2.8 days |
| Paid before the due date | 23 of 26 | Policies that were never at risk of cancellation |
| Client replies on WhatsApp | 392 replies | Conversations on 64 premiums, resolved by the agent |
| Escalated to a person | 1 premium | The team stepped in only once in the whole period |
Agent operating volume
| Activity | Volume |
|---|---|
| WhatsApp messages sent | 156 |
| Emails sent | 140 |
| Client replies on WhatsApp | 392 |
| Total | 688 messages |
Production data as of September 29, 2026, for the September 21 to 29 window. "Paid after contact" means the premium was paid after the agent's first contact; it was not compared against a group with no contact, so it does not measure how much of the payment is due to the agent. The quotes are real client replies, anonymized.
Other key numbers for the period
101
clients contacted
129
premiums handled
$879K
MXN in portfolio handled
8
carriers in a single portfolio
63%
of the portfolio with General de Seguros
1
escalation to a person
What's next
Eight days are just the beginning. With more weeks of operation, the next step is to measure in more depth: compare the payment rate against the months before the agent, calculate the team hours the agent absorbs, and understand which reminder timing closes the most payments before the due date.
RSKM's goal is clear: no client should reach the due date without a timely reminder, and its team should spend its time advising, not chasing premiums.
