Company

Santalucía Seguros is a leading company in comprehensive protection for families, with more than 100 years of experience and high customer ratings.

With more than 7 million customers, 10,000 employees and 750 points of sale throughout Spain, this insurance group is among the 10 most important in the national market.

Need

Increase the conversion rate of policyholder signature and thus reduce the risk of non-compliance with regulations.

The main challenge is to obtain the signature of policies in the portfolio that have not been signed and where the channel chosen by the client is the postal service.

Solution

As a step for the preparation and optimization of the process: treatment of the contact database of the policy portfolio of those policyholders whose signature was not collected at the time through physical channels.

Design of the multichannel electronic signature process, simple, agile and personalized, which generates confidence in customers who are uncomfortable with digital channels.

Scheduling of a series of multi-channel communications that integrate and alternate emails and SMS to explain and request signature of the policy.

Composition of the communication from which the signature process starts, respecting, both in the mailings and in each step of the process, the brand image and the e-mail address of Santalucía(sender), key for the generation of trust.

Finally, the behavior of multichannel communications is traced and all the evidence associated with the signing process is collected in a certificate, giving the process legal validity.

Applications and tools

The project is built around our CertySign platform, conceived under the compliance by design philosophy, which makes it possible to generate, send, trace, certify and safeguard communications and transactions.

CertySign also has an additional guarantee, as we are a qualified trusted service provider in certified electronic delivery, recognized by the Ministry of Economic Affairs and Digital Transformation.