Certified e-mail is your ally in your relationship with the insured.

In an increasingly digitalized world, communication in the insurance sector is undergoing a major transformation thanks to the adoption of certified e-mail. Sending a certified e-mail helps insurers interact with their customers and other stakeholders in an effective, reliable and personalized way.

Here’s how certified email has changed the landscape of insurance communication and why its adoption is increasingly crucial for insurance companies.

Certified e-mail is a form of e-mail that provides reliable evidence of the delivery and content of a message. Unlike traditional e-mail, a certified e-mail includes evidence that can be legally used to prove that a message was sent and received, as well as its exact content. If we compare a certified e-mail with a certified postal letter, the e-mail captures and provides a greater volume of evidence, as it also includes certification of the content. Thus, if we compare both services, certified e-mail provides immediacy and ease of use.

For an e-mail to acquire the quality of a certificate, it must be sent by a trusted service provider qualified in electronic delivery, such as MailTecK and Customer Comms in the MailComms Group. This figure was created and regulated by EU Regulation 910/2014 of the European Parliament and the Council of Europe, and is maintained in its evolution known as eIDAS2. To better understand how it works, it is important to know that

the qualified trust service provider acts as a “digital notary”. This means that the insurer sends the certified and personalized e-mail through the qualified trust service provider’s secure platforms, whether or not integrated into its systems, which captures the evidence of the communication between the insurer and its user. With the capture of this evidence and the certification by the provider, the company obtains a valid certificate that it can use in court to protect, if necessary, its interests in possible litigation, since it proves that the communication took place and did so in the way it is proven: with a specific content and with interactions, or not, by the receiver.

One of the main advantages of certified email is its legal validity. This is crucial in the insurance industry, where accurate and verifiable communication is essential. From policy issuance to claims management, sending a certified e-mail ensures that important communications are properly recorded and can be presented as evidence in the event of legal disputes. It is not easy for a certified e-mail to achieve the same legal robustness as a certified burofax (which is an official and court-recognized medium in Spain). But it is true that, depending on the relevance of the communication to be made, this means can be more than enough, with the regulations and jurisprudence in hand.

Certified e-mail also offers a significant cost reduction compared to traditional methods of communication. Sending a certified e-mail is cost-effective and almost instantaneous. This not only reduces insurers’ operating expenses, but also improves efficiency in process management, enabling faster response to customer needs. In addition, it helps companies meet their environmental objectives, which, in turn, provides an image often desired by their customers.

The speed and security of certified email contribute to a better customer experience. In an industry where trust and transparency are paramount, sending and receiving communications immediately and securely improves customer perception of the insurer. Customers can receive their policies, expiration notices and claim resolutions quickly and reliably, increasing customer satisfaction and loyalty.

As in other industries, and even more so in those that are highly regulated, a positive customer experience is heavily influenced by omnichannel. This is especially relevant in the insurance sector, where a large part of its customers are seniors who are not entirely comfortable in the digital world. Technologies that bring together different digital and physical channels in a natural way are therefore essential to integrate or, in other words, not exclude certain groups. This is where concepts such as phygital or human insurance come into play, to which we at MailComms Group are very committed. Moreover, if we take into account that the same insured may want to communicate through different channels at any given time (e-mail, SMS, WhatsApp…), having systems that allow changing the communication channel without losing its trace and finally certifying it is increasingly necessary to offer a real multichannel experience.

Certified email is easily integrated with insurance management systems (EMS), facilitating process automation and centralized management of communications. This integration allows insurers to maintain a detailed and organized record of all certified communications, simplifying auditing and compliance.

As we were anticipating, the need or not to certify a communication depends on the relevance, commitment and risk it has for the insurer. However, in a highly regulated sector, such as the insurance industry, and in view of the growing protection of policyholders’ rights, this type of communication is increasingly necessary to demonstrate, without fissures, the correct regulatory compliance. In other words, certifying a communication avoids legal risks and therefore protects the economic interests of insurers. Here are some examples of the use of certified e-mail in the industry:

One possible use of certified e-mail in the insurance industry is the issuance of policies for certain highly critical lines of business. Sending a certified e-mail when issuing a policy ensures that the customer receives the document in its entirety and in the correct format, with the possibility of verifying delivery and content.

Claims management, including non-payment, is another area where certified email shows its usefulness. Sending certified communications during the claims process ensures that all parties are informed of the steps and decisions taken, reducing the risk of misunderstandings and disputes.

Policy expiration and renewal notifications also benefit greatly from certified email. Insurers can send reminders and renewal notices quickly and reliably, and can ensure that the notification has been received and collect evidence of interaction from recipients, if this occurs.

The certified e-mail can also be a good way to notify the insured of the estimated amount that he will receive as indemnity for a loss covered by his policy.

Despite its many advantages, the adoption of certified email also presents challenges. Cyber security is a major concern, as sensitive information must be protected against unauthorized access and cyber-attacks. Insurers must implement robust security systems and be aware of current data protection regulations. In addition, the adoption of new technologies requires staff training and adaptation. Insurers must invest in training to ensure that their employees understand and effectively use certified email. In this regard, the figure of a qualified provider also becomes an ally to ensure the highest possible levels of security, while offering agility to adapt systems and technologies to the rapid evolution of cyber risks (and the capabilities of cyber criminals).