Case Study: Kotak Life Insurance boosts lead generation with Haptik's WhatsApp Flows

How Kotak Life Used WhatsApp Flows to Scale Lead Generation by 400%

Kotak Life Insurance, working with vendor Haptik, wanted to improve digital customer engagement and scale lead generation for its insurance products. The company was already using its WhatsApp virtual assistant, KAYA, to support policy buyers and policyholders, and needed a more effective way to drive form completions and reduce drop-offs in the insurance purchase journey.

Haptik implemented WhatsApp Flows and WhatsApp notifications to create a smoother lead-generation experience on WhatsApp, guiding customers through forms before handing conversations to human agents for personalized follow-up. The results were strong: lead count increased by 400%, conversation rate on WhatsApp reached 56%, interaction volume rose by 150%, dropout rates fell by 75%, and customer connects over the web channel improved by 60%. Kotak Life also won “Most Innovative Marketing Campaign in the Insurance Sector” for the initiative.

Kotak Life Insurance

Prasad Pimple

Executive Vice President & Head of Digital Business Unit