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Münchener Verein Versicherungsgruppe
The Münchener Verein Versicherungsgruppe is one of Germany’s longest-established private health insurers. Founded in 1922, this mutual insurance company is now also active in life insurance and general insurance. In 2021, more than 500,000 people were covered by Münchener Verein’s health insurance. The company has received numerous awards, including the “German Service Award 2021” and the title “Insurer of the Year 2021.”
As part of its app-first strategy, Münchener Verein relies on mobile applications from Insiders Technologies. The MV ServiceApp consolidates communication and service requests on a unified mobile platform—enabling customers to manage their health insurance conveniently and digitally.
Industry
Health Insurance / Private Insurance
Product
Insiders Mobile Applications
Volume
Approx. 26,000 active app users
(as of summer 2022)
“We’ve been closely monitoring the market. In the insurance industry, an app offers enormous advantages for customer service and is very well received by customers. Figuratively speaking, with the app on their smartphone, the customer always has us with them. This fosters a sense of closeness and facilitates communication.”
Dr. Marcus Kaiser
, IT/Business Services, Münchener Verein
Project Overview
What was the
initial situation?
- Rising customer expectations for a modern, digital health insurer—catering to both traditional customers and digital natives alike
- The existing app has allowed users to submit photographed receipts for the past three years—it is now set to be expanded into a full-fledged service app
- Goal: To establish a feedback channel with customers and map additional service interactions onto a unified platform
- A deliberate decision against a resource-intensive in-house development in favor of an expandable off-the-shelf product
Why the decision
Insiders?
- Insiders Technologies is already known as a reliable partner in the insurance industry—in part due to its long-standing use of OmnIA (formerly smart FIX)
- Effective release management and continuous enhancement of existing products
- Seamless integration of mobile applications into Münchener Verein’s existing processes and systems
- The modular design of the mobile framework, featuring pre-built use cases from the insurance industry, enables rapid and customized implementation
How was the solution implemented?
- Built on Insiders Technologies’ modular mobile framework with white-label pre-configuration for typical insurance use cases
- Integration of multiple modules: smart CAPTURE (document capture), smart CONTRACTS (contract overview), smart SERVICES (self-service data maintenance), smart INFO (digital mailbox)
- Robust end-to-end encryption for the secure delivery and management of all communications in the digital mailbox
- Independent extensibility via low-code without requiring the customer to re-approve the app
How can success
be measured?
- Approximately 26,000 active users since its launch in July 2021—and the number is rising sharply
- Excellent customer reviews, particularly for the quick digital feedback
- Significant savings on postage costs thanks to the digital mailbox
- Elimination of paper handling and scanning—thanks to customers digitizing their own documents—speeds up the entire process
- Reduced paper consumption with a simultaneous positive impact on sustainability
- Improved timeliness of inventory data through self-service data maintenance by customers
What are the next steps?
- Continuous expansion of the app modules in use—Münchener Verein already utilizes nearly the entire range of mobile applications
- Prospective reduction in processing effort through automated processing based on digitally captured self-service data
- Further progress toward fully digital insurance correspondence via the central digital mailbox