SUCCESS CASE
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
Santalucía Seguros has a very innovative internal project called Santalucía Impulsa Empleados. This space gives the company’s employees the opportunity to present disruptive initiatives to design a complete digital experience for its policyholders.
The employees of the Contracting and Portfolio department who presented this proposal suggested solving one of the most common problems among insurance companies, unsigned policies, through the WhatsApp channel.
Solution
Santalucía starts a pilot project to obtain policy signatures in which it works in direct collaboration with the employees who suggested it through the IMPULSA initiative.
Everything goes through our WhatsApp certified, with some modifications to suit the specific needs of the client and especially the requirements demanded by the legal department. In this case, and by requirement of your Legal department, the signing of the policies is done outside the WhatsApp conversation.
The process carried out through the popular instant messaging application meets all security and compliance requirements.
Among other things, it includes:
- Verified identity check of the sender (trusted channel).
- Capture of consent of use of the WhatsApp channel (compliance with RGPD).
- Contract sample through a secure URL that leads to the Santalucía environment within our platform. CertySign platform.
- Authentication process with DNI.
- The contract is shown and your signature is offered with guarantees in CertySign.
- Possibility of secure download of the signed document.
The entire process is certified, and the evidence is kept in a secure environment for at least 5 years.
Applications
The platform that supports the process, and that allows to generate, send, trace, certify and guard the communications and the RGPD consent is CertySign, developed in-house. This tool also manages everything related to the electronic signature in this project which, as you have been able to read, in this case is launched externally.
CertySign integrates seamlessly, securely and with guaranteed legal compliance, in WhatsApp, to take advantage of the user experience of this APP and the habituation of users to this environment.
Results
The project was launched to users without prior notice, with new production policies, as requested by the designers of the initiative in order to gain agility and make a quick testing round. And the results were extremely positive:
- 80% of the policyholders contacted by WhatsApp interacted through the application.
- 20.63% of the target policies (Home and Death) were signed in the first day and a half after the launch of the communications.
In the words of Angel Uzquiza, corporate director of Innovation at Grupo Santalucía: “The use of MailComms Group’s certified WhatsApp service has greatly increased the collection of signatures, with transparency and trust”.
This project and the employees who suggested it were awarded by a vote of a select jury made up of managers from different areas of Santalucía.