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Challenges:

The insurance industry, with its historically conservative nature, is one sector that has lagged behind the digital transformation trends embraced by many industries over the past few decades. In particular, challenges such as cost reduction and business process optimization, which are relatively easier to address, still persist, making it increasingly difficult to maintain competitiveness compared to other industries.

Despite these industry-specific circumstances, HanseMerkur has been an early adopter of digital transformation within the traditional insurance landscape, having introduced a bill photo and scanning app as early as 2011. However, in recent years, there has been a growing demand for even stronger proactive customer engagement aimed at improving customer satisfaction, further increasing the necessity for digital transformation.

Solutions:

Monstarlab designed the concept for a new healthcare application aimed at enhancing customer engagement. The proposal focused on leveraging digital technologies to optimize call center costs and improve services through data utilization.

With improving user experience as a top priority, Monstarlab designed a modern and sophisticated UI for new customer engagement. This application also considered complete integration with existing IT infrastructure and customer service processes, ensuring seamless integration with HanseMerkur's current business.

Furthermore, Monstarlab promoted integration with optimal third-party solutions, including the IT department, customer service center, healthcare service information, and key IT service providers. In addition, by leveraging innovative technologies such as AI and machine learning, the concept for an application optimal for both HanseMerkur's operations and its customers was finalized.

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HanseMerkur Overview

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Founded in 1875 in Hamburg, HanseMerkur is an independent German mutual insurer, generating approximately €3 billion in annual premiums.

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Core Insurance Lines

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• Private and supplementary health insurance
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• Life and pension insurance
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• Travel insurance
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• Property insurance
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These products are sold online and through a network of over 8,000 tied agents.

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Strategic Pillars

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• Digital self-service
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• Health-tech partnerships
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• Market-leading embedded travel cover with major tour operators and airlines
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