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Freshsales for Insurance from Freshworks

This CRM provides lead management, contact management, built-in phone, email integration, workflow automation, AI-based lead scoring, analytics and reporting, mobile access, and integration capabilities for insurance teams.

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Product analysis by function

Customer Relationship Management (CRM) Systems for Customer Service

Platforms that manage customer interactions, track communication history, and provide a 360-degree view of policyholder relationships across products and touchpoints.
More Customer Relationship Management (CRM) Systems More Customer Service ...

Customer Data Management
(10 Yes /10 Known /15 Possible features)

Contact and Communication Management
(13 Yes /13 Known /15 Possible features)

Workflow and Case Management
(7 Yes /7 Known /15 Possible features)

Policy and Product Management
(3 Yes /3 Known /15 Possible features)

Analytics and Reporting
(11 Yes /11 Known /15 Possible features)

Integration and API Capabilities
(10 Yes /10 Known /15 Possible features)

User Experience and Accessibility
(8 Yes /8 Known /15 Possible features)

Compliance, Security, and Data Privacy
(10 Yes /10 Known /15 Possible features)

Automation and Artificial Intelligence
(9 Yes /9 Known /15 Possible features)

Collaboration and Internal Productivity
(10 Yes /10 Known /15 Possible features)

Customer Self-Service Portal
(0 Yes /0 Known /15 Possible features)

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Centralized Customer Profile Aggregates all customer information in one accessible profile.		Freshsales stores all lead / contact / account details on a single screen (‘360° customer view’).
Custom Fields Allows creation of custom data fields for specific insurance data requirements.		Admin settings let users add unlimited custom fields to contacts, accounts, deals and custom modules.
Policy Linking Links customer profiles to all associated insurance policies.		No information available
Document Storage Stores and organizes policy documents and correspondence.		Files tab and record-level attachments provide centralized document storage; supports PDFs, images, office docs.
Interaction Log Chronological log of all customer touchpoints and interactions.		Each contact/deal shows a chronological activity timeline of emails, calls, meetings and field edits.
Data Import/Export Ability to import and export customer data in various formats.		CSV/XLS import & export wizards plus REST API endpoints for programmatic data exchange.
Duplicate Detection Identifies and merges duplicate customer records.		“Prevent duplicate” option uses email/phone matching to identify and merge duplicate contacts.
Data Validation Rules Ensures entered data meets predefined quality and formatting standards.		No information available
Data Encryption Encrypts sensitive customer information at rest and in transit.		Freshworks security page confirms AES-256 encryption at rest and TLS 1.2+ in transit.
Consent Management Captures and tracks data privacy consent and preferences.		No information available
Record Capacity Maximum number of individual customer records the system can handle.		No information available
Profile Search Speed Average time to retrieve a customer profile from the database.		No information available
Activity Timeline Provides a detailed timeline of all activities and changes related to a customer.		‘Recent Activities’ widget and record timeline expose a detailed activity feed.
Audit Trail Tracks who accessed or updated customer records and when.		Enterprise plan includes audit logs that capture field-level changes and user access.
Bulk Update Tools Ability to make mass changes to customer data efficiently.		Bulk edit and bulk actions let admins update thousands of records in one operation.

Omnichannel Support Manages interactions across email, phone, chat, SMS, and social media.		Built-in phone, two-way email sync, Freshchat & WhatsApp connectors deliver omnichannel engagement.
Inbound Call Logging Automatically logs and ties incoming calls to the correct customer profile.		Call logs are automatically created for every inbound call received on the built-in telephony number.
Outbound Campaigns Enables creation and management of outbound communication campaigns.		Sales sequences + email campaigns allow users to build and run outbound drip campaigns.
Automated Notifications Sends automated alerts or notifications based on triggers (renewals, claims, etc.).		Workflow automation can trigger emails, tasks or field updates when defined events occur.
Email Integration Syncs and tracks email conversations within the CRM.		IMAP/SMTP sync keeps all inbound & outbound emails inside the CRM.
Calendar Integration Integrates with staff calendars for appointments and task reminders.		Google & Outlook calendar connectors surface appointments within Freshsales.
Template Library Provides pre-built templates for routine customer communications.		Email template gallery with merge fields for common communications.
Personalization Tools Enables mass customization of communication with customer-specific data.		Merge tags and dynamic placeholders personalise bulk emails at scale.
Click-to-Call Allows direct calling from within the CRM interface.		Phone widget offers click-to-call from any record list or detail view.
Response Time Tracking Measures average time taken to respond to customer inquiries.		No information available
Automatic Call Recording Records and stores calls for quality and compliance.		Call recording toggle available for each number, stored in the call log.
Chatbot Integration Connects with AI-based chatbots for customer self-service.		Integrates with Freshchat / Bots so AI chat flows can push conversations into CRM.
SMS Integration Sends and receives SMS directly through the CRM.		Twilio & other marketplace apps add send/receive SMS inside the CRM.
Contact Segmentation Segments customer base for targeted communications.		Advanced filters segment contacts by any field or historical activity.
Communication History Retrieval Speed Time to retrieve a full customer communication history.		No information available

Automated Workflows Creates rule-based workflows for policy servicing, claims, renewals, and escalations.		Visual workflow builder supports multi-step, condition-based automations.
Case Management Tracks customer service cases from creation to resolution.		No information available
Task Assignment Assigns and tracks ownership of tasks or cases among staff.		Tasks can be assigned to owners manually or automatically via workflows.
Service Level Agreement Monitoring Tracks and enforces SLAs for issue resolution.		No information available
Escalation Rules Automates case escalation based on time, status, or priority.		No information available
Claims Tracking Monitors the status and progress of insurance claims.		No information available
Approval Workflows Supports multilevel approval processes for policy, claim, or request approvals.		Multi-level approval flows (e.g., discount approvals) available in Enterprise plan.
Macro/Automation Tools Enables creation of macros to automate repetitive customer service tasks.		‘Sales sequences’ and ‘smart forms’ act as macros for repetitive tasks.
Work Queue Capacity Maximum number of open tasks/cases the system can display or process concurrently.		No information available
Task Reminder System Sends reminders for overdue or scheduled tasks.		Task reminders pop up in-app and can be emailed or pushed to mobile.
Workflow Customization Degree of customizability for workflow design and automation.		Users drag-and-drop to design custom workflows; 30+ trigger/condition/action blocks.
Audit Trail for Cases Logs all changes and actions taken on a case or claim.		No information available
Duplicate Case Detection Identifies and merges duplicate service cases.		No information available
Attachment Handling Supports attachments to cases/requests (documents, photos, etc.).		Contacts, deals and emails support attachment uploads up to 20 MB per file.
Case Closure Time Average time from case creation to resolution/closure.		No information available

Multi-Product Support Ability to manage multiple types of insurance products (e.g., life, health, auto) in one system.		Custom modules allow tracking of multiple insurance product lines in one org.
Policy Lifecycle Tracking Tracks policies from quote to issue, renewal, amendment, and cancellation.		No information available
Cross-Sell/Upsell Identification Identifies opportunities for cross-selling or upselling insurance products.		Freddy AI highlights upsell/cross-sell opportunities based on deal history.
Renewal Automation Automatically generates renewals and sends reminders to customers.		Time-based workflows auto-create renewal deals and send reminders.
Policy Change Request Handling Supports management and tracking of customer requests to change policies.		No information available
Product Customization Configurable products and riders per customer segment.		No information available
Premium Schedule Management Tracks payment schedules and due dates for premiums.		No information available
Underwriting Integration Integrates with underwriting systems for streamlined approvals.		No information available
Coverage Summary Tool Provides snapshots of coverage for each customer.		No information available
Policy Document Generation Auto-generates policy documents and endorsements.		No information available
Policy Retrieval Speed Average time to fetch and display policy details.		No information available
Number of Supported Product Types How many distinct insurance product types the CRM can manage.		No information available
Lapsed Policy Alerting Alerts staff when policies lapse or are at risk of lapsing.		No information available
Endorsement Handling Ability to process and track policy endorsements.		No information available
Bulk Policy Changes Applies changes to multiple policies simultaneously.		No information available

Standard Reports Library of pre-built reports (activity, sales, service metrics, etc.).		Out-of-the-box reports cover pipeline, activity, revenue and more.
Custom Report Builder Enables users to create tailored reports based on any CRM data.		Drag-and-drop report builder lets users choose any module/field.
Dashboard Visualization Configurable dashboards for key metrics and data visualization.		Home dashboard + module dashboards with charts, funnels and tables.
Real-Time Analytics Provides analytics with live or near-real-time data.		Dashboards and reports refresh in near-real-time as new activities occur.
Policyholder Segmentation Analysis Analyzes and groups policyholders based on defined criteria.		Segments & reports group policyholders/leads by demographics or behaviour.
Campaign Performance Metrics Tracks success of marketing and communication campaigns.		Campaign analytics show opens, clicks, replies and conversion metrics.
Customer Satisfaction Tracking Measures and reports on customer satisfaction metrics (e.g. NPS, CSAT).		No information available
Drill-Down Reports Allows in-depth exploration of report data by drilling into specifics.		Users can click any chart element to drill down to the underlying records.
Export/Download Options Supports exporting reports in multiple file formats.		Reports can be exported as CSV, PDF or Excel or pushed via API.
KPI Monitoring Monitors key performance indicators relevant to insurance servicing.		Freddy KPI widgets track deal velocity, win-rate, call time, etc.
Scheduled Report Delivery Sends scheduled reports via email or system alerts.		Recurring report schedules email dashboards to stakeholders.
Time to Generate Report Average time required to generate and present a report.		No information available
Trend Identification Tools Automatically detects trends in claims, renewals or service requests.		Freddy Insights highlights positive or negative trends in pipeline and activities.
Anomaly Detection Flags unusual spikes or dips in activity for further review.		No information available
Data Visualization Types Supported Number of different chart or visualization types available.		No information available

Open API Supports integration with third-party or custom applications via APIs.		RESTful open API with 300+ endpoints documented at developers.freshworks.com.
Pre-Built Integrations Includes connectors to core insurance systems, telephony, email, SMS, and marketing tools.		Marketplace lists >1,100 pre-built connectors (telephony, SMS, marketing, accounting, etc.).
Webhooks Enables real-time event notifications to external systems.		Outbound webhooks can be configured in workflows for real-time event pushes.
Single Sign-On (SSO) Integrates with enterprise authentication systems for user login.		SAML 2.0 & OAuth SSO with Okta, Azure AD and other IdPs.
Data Sync Frequency How often the system can synchronize data with external systems.		No information available
Custom Integration Toolkit Provides tools for building and maintaining custom integrations.		“Integration SDK” and serverless ‘Fdk’ framework enable custom apps.
Marketplace/Plugin Support Supports installation of third-party add-ons or plugins.		Users can install third-party or private apps via Freshworks Marketplace.
API Documentation Quality The comprehensiveness and clarity of provided API documentation.		No information available
Support for Insurance Standards Compliance with industry data exchange standards (e.g., ACORD).		No information available
Batch Data Import/Export Enables bulk data transfer between systems.		Bulk import/export supports up to 500k records per job through UI or API.
Data Mapping Tools Tools to map fields and data structures between systems.		Field mapping screen during import and webhook payload mapping handle data alignment.
REST API Support Provides RESTful API endpoints for external access.		All endpoints follow REST conventions with JSON payloads.
OAuth2 Support Supports OAuth2 for secure third-party authentication.		OAuth2 client credentials and authorization code flows supported.
API Rate Limiting Limits on the number of API requests in a given time frame.		No information available
Automated Data Reconciliation Automatically matches and resolves data discrepancies across systems.		No information available

Intuitive User Interface Clean, simple, and easy-to-navigate interface design.		UI consistently praised for ease-of-use; minimal-click navigation.
Mobile Accessibility Compatible with mobile devices and dedicated mobile apps.		iOS & Android apps plus responsive web interface provide full mobile access.
Multi-Language Support User interfaces and communications in multiple languages.		Supports 30+ UI languages including French, Spanish, German, Japanese.
Screen Reader Compatibility Fully accessible with screen readers for visually impaired users.		No information available
Customizable Dashboards Personalized views and dashboards for individual user preferences.		Users drag widgets to create personal dashboards on the home screen.
Role-Based Access Controls Customizes interface elements and data access per user role.		Profiles, roles and field-level permissions manage granular access.
Help and Guidance Features In-app help, tooltips, and guided tours for users.		Built-in tooltips, on-boarding tours and contextual help centre.
Keyboard Navigation Support Full system navigation available via keyboard controls.		No information available
User Onboarding Tools Step-by-step onboarding guides for new users.		First-login wizard plus sample data help new users get started.
White-Labeling Allows branding the platform as the insurer's own.		No information available
Loading Speed Average page or view load time for end users.		No information available
Customizable Shortcuts User-defined shortcuts and quick-access buttons.		No information available
User Feedback Mechanism Allows users to submit feedback or suggestions in-app.		No information available
Dark Mode Supports dark theme for reduced eye strain and accessibility.		No information available
Personalization Settings Users can personalize interface layout, notifications, and preferences.		Each user can set notification channels, layout density and language.

GDPR/CCPA Compliance Provides tools and workflows to aid regulatory compliance for data privacy.		Freshworks is GDPR & CCPA compliant; provides DSR, export & erasure tools.
Data Encryption at Rest and Transit All data is encrypted both when stored and during transmission.		TLS 1.2+ in transit, AES-256 at rest as per security documentation.
Role-based Security Granular security permissions based on user roles and hierarchy.		Role-based security is configurable at module, field and record level.
Audit Logs Comprehensive logging of all system access and changes.		System-wide audit logs downloadable by admins for compliance.
Multi-Factor Authentication Requires additional authentication for accessing the CRM.		Supports TOTP & SMS MFA for user login.
Regular Vulnerability Scanning Proactive vulnerability and penetration testing schedules.		Third-party pen-tests and quarterly vulnerability scans disclosed on trust portal.
Data Retention Policies Configurable retention and deletion rules for compliance.		Data retention settings allow admins to purge records after X days.
Consent Management Records and manages customer consents for data usage.		No information available
IP Whitelisting Restricts access to the platform by approved IP ranges.		IP whitelisting can be enabled per account to restrict access.
Data Masking Obfuscates sensitive information in non-production environments.		No information available
Access Review Tool Periodic access review and certification workflows.		No information available
Single Sign-On Integration Enables enterprise SSO methods for access control.		No information available
Incident Response Process Documented and tested protocols for handling security incidents.		Documented incident response plan; subscribers notified within 72 h of breach (per trust centre).
Security Certification System holds security certifications (e.g., ISO 27001, SOC 2).		SOC 2 Type II, ISO 27001 certifications listed on Freshworks trust site.
Data Breach Alerting Time Time to notify stakeholders after a data breach is detected.		No information available

Automated Data Entry Auto-fill forms and records with AI-powered data extraction.		Freddy AI auto-captures contact info from email signatures to fill CRM fields.
Predictive Analytics AI models forecast customer needs or risk of churn.		AI forecasting & churn prediction qualify as predictive analytics.
Conversation AI AI-powered chatbots or virtual assistants for customer queries.		Freshchat bots & voice assistants integrate for conversational AI.
Sentiment Analysis Detects customer sentiment in communications to prioritize responses.		Freddy analyses email tone and flags negative sentiment to reps.
Automated Routing Directs cases or communications to appropriate staff or department.		Automated assignment rules route leads/cases to owners by territory or workload.
Workflow Automation Orchestrates multi-step processes without manual intervention.		Workflow Automation orchestrates multi-step processes without code.
Intelligent Knowledge Search AI-boosted search for help articles and documentation.		No information available
Customer Next-Best-Action Recommendation Guides agents or prompts customers with recommended actions.		‘Next-best-action’ cards powered by Freddy AI suggest follow-ups.
Fraud Detection Automation Flags suspicious activities or anomalies in claims/applications.		No information available
Email Categorization Uses AI to tag and route incoming email appropriately.		AI labels incoming email as inquiry, complaint, etc., aiding routing.
Response Suggestion AI suggests response templates to customer queries.		Reply suggestions with GPT-based Freddy Copilot in email compose window.
Task Automation Rule Limit Maximum number of automation rules supported.		No information available
Self-Service Portal Automation Automates routine customer requests and updates online.		No information available
Learning Model Updates Frequency How frequently AI/ML models are retrained or updated.		No information available
Process Automation Coverage Percentage of customer service processes that can be automated.		No information available

Shared Notes Allows users to leave comments and notes on customer records.		Users leave @tagged notes on any record; visible to team.
Internal Messaging Facilitates real-time chats between team members in the system.		Freshchat side panel allows real-time internal messaging linked to CRM records.
Knowledge Base Centralized repository of internal guides, FAQs, and best practices.		Freshdesk Knowledge Base articles can be surfaced inside CRM via integration.
Team Calendar Shared calendar for tracking meetings and deadlines.		Shared calendar view shows meetings/tasks for the whole team.
File Sharing Allows easy upload and sharing of documents within teams.		Files can be attached to emails, notes or stored in the ‘Files’ section.
Collaboration Workspaces Dedicated spaces for groups to collaborate on projects or cases.		No information available
Task Delegation Enables assignment and tracking of tasks across team members.		Any task can be reassigned to another user and tracked to completion.
Employee Performance Dashboards Monitors and displays staff productivity and KPIs.		User performance dashboards display calls made, deals closed, revenue.
Access-controlled Sharing Granular controls over who can view or edit shared information.		Record sharing rules & role hierarchy control visibility.
Mentions & Notifications Ability to tag team members for updates or actions required.		Users can @mention teammates and trigger in-app / email notifications.
Client/Advisor Collaboration Portal Clients and advisors can communicate and share documents securely.		No information available
Version Control Tracks changes and versions of shared documents.		No information available
Searchable Internal Notes Full-text search of all internal notes and documents.		Global search indexes notes content for instant retrieval.
Knowledge Base Access Speed Average time to access and load a knowledge base article.		No information available
Number of Concurrent Users Supported Maximum number of users that can collaborate simultaneously.		No information available

Policy Viewing and Download Customers can view and download their current policy documents.		No information available
Claims Submission Digital submission of insurance claims.		No information available
Request Status Tracking Live updates on status of submitted requests and claims.		No information available
Personal Details Update Customers can update contact or personal information online.		No information available
Premium Payment Processing Customers can pay premiums online via multiple payment methods.		No information available
Coverage Change Requests Customers can initiate changes to their coverage through the portal.		No information available
Knowledge Base Access Customers access FAQs, guides, and documents directly.		No information available
Secure Messaging Enables confidential communication between customer and insurer.		No information available
Account Security Management Customers can manage passwords, MFA, and session history.		No information available
Multi-Language Portal Support Portal UI available in multiple languages.		No information available
Portal Uptime Guarantee Percentage of time the portal is guaranteed to be available.		No information available
Mobile App Access Dedicated mobile app or mobile-responsive portal.		No information available
Live Chat Support Access to real-time assistance from staff or AI chatbot.		No information available
Document Upload Customers can upload supporting documents for claims or requests.		No information available
Notification Preference Management Customers set their own communication and notification preferences.		No information available

Freshsales for Insurance from Freshworks

Product analysis by function

Customer Relationship Management (CRM) Systems for Customer Service

Customer Data Management (10 Yes /10 Known /15 Possible features)

Contact and Communication Management (13 Yes /13 Known /15 Possible features)

Workflow and Case Management (7 Yes /7 Known /15 Possible features)

Policy and Product Management (3 Yes /3 Known /15 Possible features)

Analytics and Reporting (11 Yes /11 Known /15 Possible features)

Integration and API Capabilities (10 Yes /10 Known /15 Possible features)

User Experience and Accessibility (8 Yes /8 Known /15 Possible features)

Compliance, Security, and Data Privacy (10 Yes /10 Known /15 Possible features)

Automation and Artificial Intelligence (9 Yes /9 Known /15 Possible features)

Collaboration and Internal Productivity (10 Yes /10 Known /15 Possible features)

Customer Self-Service Portal (0 Yes /0 Known /15 Possible features)