Münchener Verein relies on Insiders Mobile Applications

With its new ser­vice app, pri­vate health insur­er Münch­en­er Vere­in cre­ates cus­tomer prox­im­i­ty and improves com­mu­ni­ca­tion. Intu­itive self-ser­vices and fast dig­i­tal feed­back delight cus­tomers.

Münch­en­er Verein’s cus­tomer ser­vice is among the best in the indus­try. How­ev­er, cus­tomer demands are increas­ing, and the insur­er is faced with the chal­lenge of sat­is­fy­ing exist­ing ana­log cus­tomers as well as demands from dig­i­tal natives.

When it decid­ed on an app-first strat­e­gy, the com­pa­ny delib­er­ate­ly steered away from an elab­o­rate in-house app devel­op­ment and decid­ed to pur­chase a ready-made prod­uct that could be inde­pen­dent­ly expand­ed and deliv­er new func­tion­al­i­ty. The deci­sion was quick­ly made in favor of Insid­ers and their Mobile Appli­ca­tions.

Delighting customers with digital service

Based on the smart CONTRACTS mod­ule, the dig­i­tal con­tract overview pro­vides all the infor­ma­tion on cur­rent insur­ance con­tracts. Using the self-ser­vice func­tions of the smart SERVICES mod­ule, cus­tomers can eas­i­ly view and, if nec­es­sary, change their data.

The option of dig­i­tal­ly cap­tur­ing and sub­mit­ting receipts with smart CAPTURE is used par­tic­u­lar­ly fre­quent­ly. Invoic­es, pre­scrip­tions, treat­ment and cost plans, and oth­er receipts are sim­ply pho­tographed with the app and sub­mit­ted dig­i­tal­ly. This saves cus­tomers from hav­ing to send bills by mail and gets their out-of-pock­et expens­es reim­bursed faster. The app also pro­vides a his­to­ry of sub­mis­sions.

With smart INFO, a dig­i­tal mail­box has been cre­at­ed that can bun­dle all mes­sages and cor­re­spon­dence. In addi­tion to ser­vice invoic­es, all oth­er infor­ma­tion, doc­u­ments and mes­sages can be deliv­ered and man­aged dig­i­tal­ly. Robust end-to-end encryp­tion ensures the deliv­ery and mail­box are extreme­ly secure.

Cur­rent­ly, around 33,000 pol­i­cy­hold­ers use the app to com­mu­ni­cate with cus­tomer ser­vice — and the num­ber is ris­ing sharply. Cus­tomers are delight­ed with the new ser­vice app — espe­cial­ly the fast dig­i­tal feed­back — and give it excel­lent rat­ings.

“We have been watch­ing the mar­ket close­ly. Mobile apps are an excel­lent basis for imple­ment­ing appeal­ing ser­vice apps in the insur­ance indus­try.”,

says Dr. Mar­cus Kaiser, Infor­ma­tion Technology/Business Ser­vices at Münch­en­er Vere­in. In insur­ance cus­tomer ser­vice, an app offers enor­mous advan­tages and is very much wel­comed by cus­tomers. It cre­ates prox­im­i­ty and facil­i­tates com­mu­ni­ca­tion.

A win-win situation for all involved

The user-friend­ly MV Ser­viceApp now bun­dles cus­tomers’ inter­ac­tion with their health insur­ance on their mobile devices and deliv­ers them a com­pre­hen­sive range of ser­vices. The tra­di­tion­al Munich-based insur­er is com­mit­ted to under­lin­ing the strate­gic impor­tance of dig­i­tal cus­tomer com­mu­ni­ca­tion and increas­ing cus­tomer sat­is­fac­tion. Mov­ing for­wards, improv­ing the ser­vice offer­ing will go hand in hand with cre­at­ing inter­nal effi­cien­cy gains and sav­ings, and the MV Ser­viceApp pro­vides ben­e­fits in those two respects.