At the heart of MALM Life and Health Insurance Agency is Lorena Tomasini, a passionate business owner dedicated to helping families and businesses secure their future. Based in South Florida and proudly serving the Spanish-speaking community and beyond, Lorena specializes in financial protection, legacy building, and wealth transfer through a range of insurance products — including life, health, long-term care, dental, and vision.

With a strong focus on personal relationships, MALM places customer communication at the center of everything they do. From navigating policy updates to sending renewal reminders and appointment notifications, staying in touch is key — and TextIt has become an invaluable tool in ensuring their clients stay informed and protected. Owner of MALM Life and Health Insurance Agency Lorena Tomasini

Q&A with Lorena Tomasini

💬 How do you primarily use TextIt in your day-to-day work?

“It’s our main form of communication and we use it daily for regular text messages, appointment reminders, rescheduling, as well as sending links for forms clients need to sign. So we’re able to create lots of automations. When someone messages us, the system [TextIt] checks if they have an assigned insurance agent. If so, it notifies that agent and may send an instant reply. We are also able to filter messages by platform—SMS or WhatsApp—to ensure quick and efficient support.

🚀 Are there any new projects you're working on that involve TextIt?

“The use of AI like chatbots as well as webhooks is something we’re excited to implement more for frequently asked questions.”

📈 What kind of impact have you seen from using TextIt in your work?

“It has helped with improving communication to all our clients.
We especially like that we can send messages to clients based on their language, and most of this we automate.
When a new lead comes in, they’re also being added to TextIt via the API.

It has also helped with not needing to hire someone just to help with confirming appointments or reminders.

The TextIt platform is very easy to use once you get the hang of it, and since I was already using Twilio, this was a great way to have a front-facing platform.

The automations are a great tool and make me stand out from others in my industry.

I also plan on switching to a TextIt reseller plan to help others integrate TextIt into their businesses, since many people I work with are excited about our automated services and are curious as to how we do it!”

📂 Check Out one of Lorena’s Flows below

This is a day-before appointment reminder that helps confirm or reschedule appointments. If someone replies '2' to reschedule, they're moved to a 'Reschedule' group. Once they actually reschedule, they re-enter our appointment flow and receive reminders again. If they don’t reschedule, we can follow up with them a few days later.

Follow MALM Life and Health Insurance Agency to learn how they’re transforming lives and businesses — one message at a time. Lorena also has a podcast called '12 minute talks' where she interviews business owners and entrepreneurs who share what problems they help their customers solve. Check it out here