New WhatsApp service for home insurance

Barcelona, 7 July: Banco Sabadell, through its intermediary entity Bansabadell Mediación and its insurance subsidiary Bansabadell Seguros Generales, has launched a WhatsApp support service for its home insurance customers. The service is already available to some insured individuals by invitation to a pilot programme, and in the coming months it should reach all Bansabadell Seguros Generales insurance customers.

The company will thus be in a position to offer a value-added WhatsApp service to its home insurance covers. This online messaging service is the go-to digital communication channel for 92% of smartphone users, according to data from the National Markets and Competition Commission (CNMC).

This is a groundbreaking service that puts a team of experts at our customers’ disposal to resolve all of their questions and queries about the policy’s covers. It also features the option of carrying out procedures, and will support users by providing regular information on topics insurance-related topics and prevention.

A digital channel with advantages

Banco Sabadell’s online messaging initiative represents a chance to renew the company’s relationship with its users and add value to their daily lives, while also providing access to fluid, quick and simple communication whenever they need it.

Because WhatsApp conversations are encrypted, the company and users can communicate with complete confidentiality and the advantage that conversation history will be stored in a single place and can be viewed at any time. The WhatsApp service will complement our current channels and be a welcome addition to the bank’s omni-channel strategy.

Commitment to digitalisation and innovation

Banco Sabadell is making steady progress in its digital transformation through the adoption of new technologies and the development of products and services adapted to new communication channels. This new WhatsApp service is one way the institution is adapting to its customers’ needs by offering convenience, accessibility and security, as well as day-to-day support.

The service is a product of the partnership with InnoCells, the digital innovation hub of Banco Sabadell, Bansabadell Seguros Generales, a joint venture with Zurich. The innovation team conducted an in-depth ethnographic study with the aim of gaining an understanding of users’ relationship with their home insurance while also offering a value-added service that promotes a better user experience.

“This new service combines two key aspects in the promotion of Banco Sabadell’s digital transformation,” said Pol Navarro, CEO of InnoCells. “Innovations are designed and rolled out in an quick and collaborative manner, and customer outreach is enhanced when our personal relationships with them are expanded to the digital realm.”

“The relationship that users have with their insurance usually manifests itself at certain times, such as when a loss occurs or when a policy is renewed,” according to Claudio Chiesa, CEO of Bansabadell Seguros Generales. “We are about getting closer to the real needs of users in order to support them at all times by providing precise information in the channels where they communicate most naturally.”