How can a 200 years old insurance company compete with digital native competitors?

Challenge

Fidelidade, the oldest and by far the biggest insurer in Portugal, needed to transform its business in order to keep up with changes and innovations in the insurance sector, and in consumer behaviour and increasing expectations.

Solution

Rethinking the entire digital ecosystem to support the company's omni-channel vision and providing clientes a seamless and integrated brand experience. The scope of the project included user research, customer journey mapping, analytics, service design, UX strategy, prototyping, user testing and development.

Challenge

Fidelidade has more than 17 internal and client apps, created by different teams and partners. The lack of strategic direction and rules caused a visible lack of consistency and a  was confuse experience for the users.

Every new app designed with no value proposition or racional guidelines was created by it’s own: with a different look, tone of voice, vocabulary and behaviour.To achieve brand consistency and scale the production, Fidelidade need to create a strategic matrix, rules and guidelines for partners and teams. And more, make them use it.

Solution

A platform with a App strategic matrix, that helps making decisions when a new app has to be create or a new feature has to be developed. A set of principles,  guidelines and resources that can be consulted and used by teams and partners.

Challenge

Fidelidade needed to convince people on taking insurances that are not mandatory or less common. Knowing that pets are a very different asset from the typical insured objects (houses or cars) our main concern was to make sure we knew who we were talking to.

Solution

A “mobile first” quote tool designed for pet owners, made upon the idea of ​​continuous and informative feedback. It treats the pet by name adding a very personal approach to the quote process. A fully digital insurance experience, very different from other Fidelidade products, where quotes and paperwork is usually done offline.

Results

Pets Simulator has had over 100K simulator inputs in the first months. Google campaigns contribute with 21% to final results. In general, the existence of this simulator contributed to grow the business by 14%.

Challenge

Insurance customers today demand clear, transparent information, and smooth, hassle-free interactions. When they’re filing a claim after an accident, theft or injury - often a time of great stress - they expect their insurers not to fail them. This is the moment to bring customers closer to the brand. Or lose them forever.

Solution

The Digital Transformation process began with the app MyFidelidade, built from scratch for its customers, that allows clients to follow the entire insurance process.

Fidelidade has now gone paperless, allowing its customers to have digital access and record of all documents insurance related - everything can be found in the client area (via app or desktop) and with history access. Through the app, customers can also request refunds digitally, a process that until then had to be filled out by hand and sent out by mail. Now, all it takes is a picture of the invoice to start your refund process.

Challenge

Fidelidade has,  every quarter, new goals to share with their  agents. But this process, because it was a manual process, done in an excel spread sheet, was a headache for Fidelidade and disengaging for the agents.

Solution

A tool that presents the comercial cycle goals to Fidelidade agents, in an engaging and interactive way: helping them know, in real time, their position in the ranking and to have control over their performance. It also allows them to make simulations on what products they must sell to achieve those goals, and makes agents personalised suggestions based on those numbers.

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