InterMundial launches a new digital platform for comprehensive claims management

InterMundial has introduced a new digital claims management platform that will allow users to manage their incidents online, controlling the entire processing workflow. The group, currently undergoing a deep digital transformation, is leveraging innovation to lead the insurance sector's offerings.

With this launch, InterMundial, which now serves over 2.5 million policyholders annually, addresses the historical issue of slow claims processing and reduces management times by 80%, consolidating the company's leadership position among other insurance brokerages in the market.

Thanks to the agility provided by the platform, customers traveling with InterMundial who experience an incident can access their private area from any device and report their claim in just 3 clicks. The tool automatically indicates the required documentation, and the customer can upload their files completely autonomously. No phone calls, no traditional document mailing, and no need to rely on a travel agent.

Deadlines are shortened, allowing for a commitment of an initial response within 24 hours, the maximum time in which InterMundial responds to received communications. From that first contact, using
an assigned reference number, all subsequent steps are handled via email, ensuring greater speed and convenience in processing and resolving the claim.

Responding to the challenges of the digital world

The new platform, which has been tested in the Spanish market for a year, was created to adapt to and satisfy the needs of a new type of customer, who is increasingly connected and demands agile, personalized service.

Aware that today's travelers seek convenience, speed, and efficiency in resolving their issues, InterMundial meets the challenges of the digital world by offering its policyholders a real-time management tool, omnichannel, which allows access to all services online, and provides efficiency to all its processes so that policyholders spend as little time as possible interacting with the team of specialists handling their claims.

In this new landscape, customers also increasingly demand more control and independence when managing their own insurance, which is why another competitive advantage the platform offers is providing total transparency in management. From now on, during the claims process, the policyholder is aware of the real status of their file at all times.

A milestone for the insurance sector

The commitment to this strategic direction positions InterMundial as one of the pioneering companies nationwide to launch a platform of this nature and makes the company the first broker specializing in travel insurance to take the initiative to manage claims in a fully personalized way.

In the words of Manuel López Nieto-Sandoval, CDO of InterMundial, “the platform represents a milestone for the insurance sector because, until now, no insurance broker had been able to offer its clients such an agile and intuitive tool that allows for real-time communication between the policyholder and the insurer. In the current climate, companies will have to adapt to this new digital environment if they want to be competitive and reach their full potential.”

As a continuation of this business strategy, the group is currently working on a new comprehensive management platform, which will be a revolution for travel agencies and will allow all insurance-related processes to be managed in a single workspace.

About InterMundial Group

InterMundial is the leading insurance and specialized services company for the tourism sector in Spain. With over 20 years of experience, it provides insurance and services to tourism companies and travelers.