Digital Insurance Journeys with Offline Verification Steps
A leading insurance provider sought to create a fully digital customer onboarding journey, including legally required identity verification. While customers could purchase insurance products online, parts of the verification process still relied on offline procedures. These process disruptions resulted in longer processing times, higher abandonment rates, and increased operational costs. The objective was to digitize the identity verification process end-to-end while maintaining full regulatory compliance.
Seamless Digital Identity Verification Integrated into Onboarding
Together with the customer, mesoneer developed a digital identity verification solution that was seamlessly integrated into the existing onboarding process. Instead of relying on physical verification steps, customers can now verify their identity digitally using an online identity document within the same customer journey. This eliminates delays caused by postal services, manual data entry, or separate verification processes. The solution was fully integrated into the existing system landscape and enables immediate policy activation once identity verification has been successfully completed.
Faster Policy Purchases and Reduced Customer Drop-Off
By removing process disruptions from identity verification, the onboarding journey became significantly more efficient. Customers can now complete insurance applications faster without waiting for postal correspondence, manual PIN activation, or additional verification procedures. The solution improves the customer experience, reduces abandonment rates, and establishes the foundation for a fully digital and compliant onboarding process.
Key Figures
target share of digital identity verification, compared to a previous online share of 30%
digital verification without postal correspondence or manual PIN entry
additional waiting time between identity verification and policy activation
Advantages for Insurance
- Fully digital identity verification without process disruptions
- Improved customer experience through instant verification and activation
- Reduced customer drop-off and higher conversion rates through frictionless onboarding
Frequently asked questions
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