How to integrate comprehensive services into insurance apps

Incorporating essential services into insurance apps is crucial for boosting customer engagement and enhancing the overall user experience. Hosting a recent webinar, Manuel Heuer, Chief Operating Officer at dacadoo, sat down with Marleydy Arias Sarmiento, Digital Experience and Marketing Transformation Manager at Seguros Bolivar, to discuss how insurers can integrate comprehensive services into insurance apps to create seamless, value-added experiences.

As the insurance industry continues to evolve, the growing number of technology startups offering innovative solutions has made it easier for insurers to find partners with compelling value propositions.

However, given the complexity and dynamism of the financial and insurance sectors, choosing the right technology partner requires careful consideration. Insurers must ensure their partners not only offer robust, adaptable technology but also have the expertise to navigate the specific challenges of the insurance landscape.

But there are several alternative ways to evaluate this. Seguros Bolivar’s Sarmiento explained their unique approach, “When working with technology partners, we have two approaches. The first is when we’re confident in the offer we want to build. In this case, we prefer to use a seamless, flexible experience, both in terms of functionality and technology. We typically like to build our own front-end, but sometimes we opt for a white-label solution to test something before launching and developing a more complex product.

“Beyond the technical aspects, data is extremely important to us. Ensuring the security of customer data is a top priority. Not only does the data help us understand how the offer is performing, but it also provides valuable insights for creating new products and personalising the customer experience,” she continued.

This strategy has ultimately led the Colombian insurer to collaborate with dacadoo for their Bolivar Conmigo platform. By utilising dacadoo’s API, the solution transforms how insurance engages with customers, incorporating mobility and home services to provide comprehensive well-being management, all while driving revenue growth.

How to organise your team

But getting the right technological partner onboard isn’t the only challenge. The next battle often becomes how to structure internal teams to effectively manage these integrations.

Many insurers are then left asking themselves, how do we organise our teams to ensure a smooth, cohesive implementation?

The obvious solution is to produce well-coordinated effort between various teams with different expertise.

Sarmiento explained, “We have, of course, our business teams who are experts in what the market wants and what the business needs. They build the product and identify opportunities in the market. Once we have that opportunity, they bring it to us, and teams like ours complement the idea, strengthening it and building it into experiences like this, which is about a specific team that builds the digital product.”

These teams collaborate closely to identify market opportunities, design the user experience, and ensure the product meets both customer and business needs.

“We have a valuable team integrated by UX designers and content UX experts, as well as tech teams and different people from business processes,” said Sarmiento. We integrate all of this knowledge to bring everything together. We have an important mission to build a product, and then, after we build it, to gradually increase its value in the market.”