Twilio review for insurance agents: pricing, dialing and compliance
Twilio sells the phone network as building blocks. You pay by the minute and message and build the calling and texting app on top.
It fits agencies with developers or a partner. Flex adds a ready agent screen for call centers.
- Best for
- Agencies with a developer or partner who want to build their own calling and texting
- Type
- Voice and texting APIs, plus the Flex contact center
- Price
- Pay as you go, calls from $0.014 a minute
- Dialing
- Click-to-call and preview in Flex. Others built by you
- Texting
- Texts and pictures billed per message
- Recording
- Billed per minute, kept until you delete it
- CRM connections
- Salesforce app, plus APIs for any system
- Free trial
- $15 credit for voice
Our take
Twilio's per-minute and per-text rates are among the lowest here, before the work to build on them. It is also the hardest to set up. There is no dialer to log into until you build one or deploy Flex.
Flex covers queues, click-to-call and preview dialing. Power and predictive dialing come from partners.
Every compliance rule is yours to build.
Pros
- Low per-minute and per-text rates
- Port numbers in and out
- Recordings kept until you delete them
- Full call signing (A-level) once the business profile is approved
- Flex contact center for larger teams
Cons
- Needs a developer or partner
- No Do Not Call or calling-hour tools
- No built-in power or predictive dialer
- Many small fees to track
Plans and pricing
- How it's priced
- Usage: minutes, numbers and messages, with no seat fee on the APIs
- Calls
- $0.014 a minute out and $0.0085 in on local numbers
- Numbers
- $1.15 a month local, $2.15 toll-free
- Texts
- $0.0083 a segment, plus carrier fees
- Flex contact center
- $150 a named user a month, $1 an active hour or $35 a monthly active user plus usage
US prices as of October 2026, from Twilio's voice, messaging and Flex pricing pages. Taxes and surcharges bill separately.
Usage charges
| Item | Price |
|---|---|
| Toll-free inbound minute | $0.022 |
| Answering machine detection | $0.0075 a call |
Texting registration fees
| Item | Price |
|---|---|
| Brand registration | $4.50 one time |
| Standard brand vetting | $41.50 one time |
| Campaign vetting | $15 per try |
| Campaign fee | $1.50 to $10 a month |
Which plan has it
| Feature | Programmable Voice | Programmable Messaging | Flex |
|---|---|---|---|
| Calls in and out | |||
| Texts and pictures | |||
| Agent screen | |||
| Click-to-call and preview dialing | Build it | ||
| Queues and skills routing | Build it | ||
| Recording | |||
| Reporting and QA dashboards | |||
| AI agent assist | Beta |
Dialing modes
| Mode | What it does | Lines per agent | Plan |
|---|---|---|---|
| Flex dial pad click-to-call | Agent dials one number from the Flex screen | 1 | Flex |
| Preview Dialer | Shows the contact, then calls when the agent accepts | 1 | Flex sample solution |
- Power and predictive
- Not built in. Partners sell them on Flex
- Voicemail drop
- Build it with answering machine detection
- Ringless voicemail
- Not offered
Inbound calls and transfers
Twilio gives you the parts for inbound calling, and you or a partner put them together.
- Routing
- By skill, workflow and agent availability
- Queues
- TaskRouter queues with escalation and fallback
- Phone menu
- Built in Studio or code
- Live transfers
- No ready-made lead vendor transfer setup
Phone numbers and spam labels
- Who supplies numbers
- Twilio, or bring your own carrier for $0.004 a minute
- Bring your own number
- Port in with a letter of authorization
- Taking numbers with you
- Port out with consent on Twilio's form
- Local presence
- Area-code matching for texts. Voice needs your own logic
- Number rotation
- Sender pools for texts. Voice rotation is up to you
- Call signing (STIR/SHAKEN)
- Top-level attestation with an approved business profile
- Spam label monitoring
- Voice Integrity registers numbers with the three big carriers
- Branded caller ID
- $0.12 a call
Do Not Call, calling hours and consent
- National Do Not Call list
- No scrub. Use your own registry subscription
- State rules
- Build calling windows and attempt caps yourself
- Your own do-not-call list
- Text opt-outs block sends. Call lists are yours to build
- Consent records
- Store them in your own system
- Opt-outs
- STOP, UNSUBSCRIBE, END, QUIT, STOPALL, CANCEL, REVOKE and OPTOUT for texts
You build the guardrails Twilio hands you the phone network, not the compliance rules. Calling hours, Do Not Call checks and consent proof all live in what you or your partner build.
Texting and registration
- Plans with texting
- Programmable Messaging and Flex
- Pictures
- Yes
- Carrier registration
- Twilio files 10DLC (US carrier registration for business texting) through Trust Hub in your legal name
- Fees
- See the registration fees under pricing
- Unregistered texts
- Carry extra carrier fees
Call recording and Medicare
- Recording
- $0.0025 a minute, with pause and resume
- Recording notice
- You set the announcement or tone
- How long it's kept
- Until you delete it. Storage $0.0005 a minute each month
- Export
- WAV or MP3, or straight to your own storage bucket
- Transcripts
- $0.05 a minute
- After you cancel
- At least 30 days to retrieve data
Under CMS's rule for the 2027 plan year, Medicare agencies must hold sales calls for six years. Twilio keeps recordings until you delete them, so the storage bill grows with the archive.
CRM and agency system connections
| Connects to | Type | How | What moves |
|---|---|---|---|
| Salesforce | CRM | Built in | Send texts from Salesforce and log messages both ways |
| APIs and webhooks | Automation | API | Calls, texts, queues and porting events |
No agency management system connects directly. Linking one means custom work.
Reporting and coaching
Reports
- Flex Insights reporting
- Call and text logs
- Bulk export
Coaching
- QA dashboards in Flex Insights
- Agent Copilot AI assist in beta
- Whisper and barge through conference coaching
Getting started
Open an account
Use the trial credit to test.
Buy or port numbers
Set up a business profile for call signing.
Register for texting
File your brand and campaign in Trust Hub.
Build or buy the app
Write code, deploy Flex or hire a partner.
Add your compliance rules
Calling hours, Do Not Call checks and consent storage.
Support through the help center. Sales by form.
Contract and canceling
- Term
- Pay as you go. Flex seats and discounts need a signed order form
- Renewal
- Order forms run to their own end dates
- Canceling
- Either side can end the agreement with 30 days' written notice
- Your numbers
- Port them out before closing. Released numbers can be bought back for 10 days
- Your data
- At least 30 days to retrieve it after closing
Terms as of October 2026, from Twilio's terms of service.
Twilio alternatives
- Five9From $159 a seat per month for voice (Core), 50-seat minimumReady-made contact center with predictive dialing
- RingCentralPer user, prices on its sitePhone system with apps, no coding needed
- DialpadFrom $15 a user per month, billed yearlyPhone system with AI notes out of the box
- JustCallFrom $29 a user per month, billed yearly, 2-user minimumCalling and texting, predictive on a quote-only plan
See every option in insurance dialers.
Frequently asked questions
How much does Twilio cost?
US calls start at $0.014 a minute out and texts at $0.0083 a segment plus carrier fees. Flex starts at $150 a named user a month.
Does Twilio have a predictive dialer?
Not built in. Flex offers click-to-call and preview dialing, and partners add predictive.
What does 10DLC registration cost on Twilio?
A Standard brand costs $4.50 plus $41.50 vetting. Each campaign adds $15 vetting and a monthly fee.
Can Twilio keep Medicare call recordings for six years?
Yes, if you keep them stored, since Twilio holds recordings until you delete them. Storage bills each month.
How we researched this review. We based this review on the pricing, terms and product pages published by Twilio, reviewed in October 2026, together with our team's experience working with insurance agents and agency owners since 2008.
Corrections
Vendors change their pricing all the time and they don't email us when they do. So if you see a price on here that's gone up, a plan Twilio quit selling or a contract term that reads different now, let us know and send the link to the page where Twilio has it. Somebody here pulls up that page and checks it before we change anything on ours.