Loans and insurance CRM
Call loan and policy enquiries while they are still shopping around, chase pending documents without losing track, send EMI and renewal reminders, and keep consent, call logs and recordings in order for the day someone asks.
Campaign pre-flight list: expo-walkins.csv
212 numbers removed (registered on NCPR). 1,048 ready to dial.
01Who it's for
Financial products are sold on the phone in India, and they come with more paperwork and more rules than most categories. CRM Dialer fits four kinds of teams.
Personal loan, business loan, LAP and gold loan enquiries from Facebook, Google, your website and aggregators land in one queue, get assigned by product and city, and are dialed within minutes. Eligibility answers go into custom fields so credit doesn't have to call the customer again for the same details.
Run your own leads across several lender partners. Tag each file with the lender it is logged with and track it from first call to disbursal, from your phone.
Health, term and motor enquiries, quote follow-ups and renewal reminders. Store policy type and renewal date on each lead and get a reminder well before it lapses.
Build queues by bucket, such as due this week or 1 to 30 DPD, and power-dial through them. A promise-to-pay outcome sets a follow-up on the promised date automatically.
02Where files stall
Most loan leads aren't lost on the first call. They are lost in the two weeks after it, waiting for a salary slip, the last three months of bank statements or a co-applicant's PAN. The customer is busy, the agent has 80 other files, and nobody remembers who promised what.
In CRM Dialer, each lead carries a document checklist in custom fields: PAN, Aadhaar, salary slips, bank statements, ITR, Form 16, property papers for LAP. When the agent marks what is still pending, the follow-up reminder is set and the customer gets a WhatsApp template listing exactly what is missing. The next call starts with the right question instead of "Sir, any update?"
New 38
Contacted 24
Site visit 9
Won 4
03Example journey
An illustrative journey for a DSA or NBFC inside sales team. Your stages and timings will differ, and you can configure both.
Anil, a salaried employee in Indore, fills in a Facebook lead form for a ₹5 lakh personal loan at 7:50 pm. The lead is assigned to a Hindi-speaking agent on the evening shift and dialed within minutes, while Anil is still comparing offers.
The agent records monthly income, employer, existing EMIs and the customer's self-reported credit history in custom fields. Clearly ineligible leads are closed with a reason, so your source reports show where poor-fit leads come from.
One tap sends an approved WhatsApp template listing the documents needed. The lead moves to Docs pending with a follow-up set for the next evening.
Each call updates the checklist. When everything is in, the file moves to Logged in, tagged with the lender, and status calls are scheduled until sanction.
After disbursal, the lead record stays. Note top-up eligibility or a cross-sell interest with consent, and decide later how and from which numbers that conversation can happen.
04Calling rules
This is the area where lenders and agents most often get it wrong. Here is a summary of the current framework as we understand it from TRAI and DoT releases as of October 2026.
| Type of call | Who it applies to | Number to use |
|---|---|---|
| Promotional: new loan offers, pre-approved pitches, cross-selling a policy | Any business, registered as a sender with telcos under TCCCPR | 140-series numbers. Customers' DND preferences apply. Regular 10-digit numbers may not be used for telemarketing. |
| Service and transactional: EMI reminders, KYC updates, policy servicing, collections | Entities regulated by RBI, SEBI, IRDAI or PFRDA, and government | 1600-series numbers, on phased deadlines: commercial banks by 1 Jan 2026; large NBFCs, payments banks and small finance banks by 1 Feb 2026; the insurance timeline was left to be notified after discussion with IRDAI, so check the latest TRAI notice. |
| Calling back someone who enquired through your form, ad or portal | Your sales team, DSA or advisor | Generally treated as responding to a customer's request rather than telemarketing. Keep the consent and source record, and confirm your setup with counsel. |
| Cold calls to bought or scraped lists | Anyone using regular mobile numbers | Don't. Under the 2025 amendment, a first violation can bar all outgoing services for 15 days; repeat violations can mean disconnection and blacklisting for a year. |
Sources: TRAI press release 11/2025; 1600-series deadlines from TRAI's 19 Nov 2025 direction, via NSE circular; 140 and 1600 framework clarification of 10 July 2026, via SCC Online. Summary only, not legal advice.
05Data protection
Loan and insurance leads carry some of the most sensitive personal data a sales team handles: income, employer, existing loans, health details for a policy. Under the Digital Personal Data Protection Act, 2023, your business is the Data Fiduciary for that data, and a CRM vendor like CRM Dialer typically acts as a Data Processor on your behalf. The DPDP Rules were notified in November 2025, and most obligations apply after an 18-month transition, around May 2027.
In practice, that points to a few habits worth building now. Show a clear consent notice where the lead is collected, saying who will call or message and for what purpose, and that calls may be recorded. Keep only what you need, and erase it when the purpose ends or the customer withdraws consent; withdrawal must be as easy as giving it. Protect the data with reasonable security safeguards; reported penalty ceilings go up to ₹250 crore for failures there.
Call recordings are personal data too, since a voice can identify a person. Indian law has no explicit one-party or two-party consent rule for call recording, so the common best practice is to tell the customer at the start of the call that it may be recorded, and why. CRM Dialer can prompt telecallers to give that disclosure, and syncs recordings from supported Android devices to the lead so they stay inside your access controls rather than on personal phones. Read more on call recording.
06Compliance controls
FAQ
Yes. Agents call their own enquiries from their Android phones, track every file by lender, product and stage, and get reminders for pending documents. Team leads see calls, talk time and file movement across the team. Role-based access keeps each agent to their own files.
Yes. Build queues by due date or DPD bucket, power-dial through them, record promise-to-pay outcomes with an automatic follow-up on the promised date, and send WhatsApp reminder templates. If you are an RBI-regulated lender, check how TRAI's 1600-series requirement for service and transactional calls applies to your collections calling.
The 1600 series is for service and transactional calls by entities regulated by RBI, SEBI, IRDAI or PFRDA, and government, with phased deadlines from January 2026 for banks and large NBFCs, and an insurance timeline still to be confirmed with IRDAI. Unregulated businesses and individual agents can't get 1600 numbers; promotional calls by anyone go on 140-series numbers. Confirm your position with counsel. This is not legal advice.
CRM Dialer syncs recordings made by the phone's built-in recorder on supported Android devices and attaches them to the lead. It can prompt your team to tell customers the call may be recorded. We don't promise automatic recording on every phone, because Google Play policy restricts it.
Yes. Store the policy type and renewal date as custom fields, and set follow-up reminders a set number of days before renewal, with a WhatsApp template to the customer if they have opted in.
It stores consent and source on every lead, keeps an audit log, limits access by role, and supports data export and deletion on request. These features support your duties as a Data Fiduciary; they don't make you compliant on their own. See our compliance guide.