Redefining the policyholder relationship in the age of AI: Our Insurance Week session

A few days ago we told you that we would be present at Inese Insurance Week 2026 (yes, like every year 😊). (yes, like every year 😊). And we also gave you some details of what we will be dealing with in this forum. Today we want to tell you more about the session we organized.

The presentation, which will take place on February 18 (from 12:00 pm to 1:30 pm), will focus on the benefits that technology offers us to gain in efficiency, trust and customer experience. All this without losing sight of compliance with intense regulation.

In the session we will explore how technology accompanies us in the communication processes with policyholders, the personalization of their experience and the adaptation of the different points of contact to their different levels of digitalization. If we add to this the need to comply with Accessibility criteria, we will find the most relevant factors when it comes to building lasting, secure and reliable relationships with the insured, always, moreover, in a very demanding regulatory context.

Thus, during the first part of the presentation we will have the presence of Francisco Javier Baena, Director of the Division of Technology Supervision and Digital Innovation of the Directorate General of Insurance (DGSFP), and Alonso Hurtado, Partner of IT & Compliance of ECIJA. We will discuss the regulatory framework (DORA) and the role of the trust service provider for compliance. There will also be time for the new Client Law, the EUDI Wallet and legislation affecting AI.

In the second half of the session, we will focus on the transformation models of the technological ecosystem of insurers. To get to know them we will have Raúl Prieto, IT Director & Head of Development & Tech Transformation at MAPFRE, Jorge Nicolau, Senior Advisor at Mediterráneo Vida Partners and Carlos Fernández, General Director of Transformation, Innovation and Data Governance at Santalucía. In this case, the debate will focus on the technological ecosystems of the sector, in constant transformation, and how to address this strategic challenge at both the technological and human level. We will also talk about the importance of the right choice of partners as a capital piece of this complex puzzle.

Finally, we would like to invite the attendees to our stand Nº 40, where we will be able to enrich our presentation with demonstrations on:

• Communications hub: Modular, integrable and “Compliance by design” platform that orchestrates our services ensuring operational consistency and end-to-end control.
• AI-assisted onboarding: An efficient, compliant and attractive process, in which we incorporate AI with our partner IDVIA, to avoid abandonment in case of friction.

In our space, of course, we will also be able to talk about our other solutions for digital transition and personalized omnichannel communication.

Are you in? The invitation is free if you are a professional in the insurance sector. To get one, just fill out the form below.

We are waiting for you!