Mobbeel Experiences
Digitising registration for mutual insurance companies
Mutua Universal has digitised identity verification for user registration, enabling 100% remote, user-friendly, and secure access to its digital services.
Learn more about this achievement in our interview with Esther Félix Giner, Director of Innovation and Transformation at Mutua Universal.
Mobbeel Experiences
Digitising registration for mutual insurance companies
Mutua Universal has digitised identity verification for user registration, enabling 100% remote, user-friendly and secure access to its digital services.
DFind out all about this success story in our interview with Esther Félix Giner, Director of Innovation and Transformation at Mutua Universal.
Index
Use this index to navigate the success story:
What problem does Mobbeel solve?
What is the solution used for?
How the onboarding process works
Mutua Universal
Mutua Universal works with Social Security to support the health and wellbeing of workers. It mainly treats workplace accidents and occupational diseases, and also manages financial benefits for employees on sick leave.
Esther Félix Giner
Director of Innovation and Transformation at Mutua Universal.
With a professional career spanning more than two decades in the technology sector, her profile stands out for a rare combination: a solid business understanding, extensive technological expertise, and a vision deeply focused on user experience and change management.
Providing coverage since 1907
Centres
Professionals
Companies
Workers
What problem does Mobbeel solve?
Before implementing digital onboarding, registering users in Mutua Universal’s systems required a mandatory in-person process. Users had to physically visit a healthcare centre to verify their identity by presenting their ID document.
Where and for what purpose is the solution used?
The identity verification technology serves as the gateway to Mutua Universal’s personal private area. This digital space allows users to securely access a wide range of both clinical and administrative services.
Among other uses, the private area enables:
Benefit procedures
Fraud-proof benefit applications
Managing financial assistance requires the highest level of security. Mutua Universal uses our technology to verify the applicant’s identity at the point of registration.
Manage appointments
Patient autonomy
No more visiting a centre just to obtain credentials or book an appointment. Now, users can sign up in minutes from their mobile and self-manage their appointments and messages with the mutual.
Telemedicine services
Secure and barrier-free
Previously, validating a patient’s identity remotely was a challenge. Thanks to our digital onboarding, members confirm their identity with a selfie and gain instant access to their video consultations.
View clinical information
Total privacy for medical data access
Our biometric verification acts as a gateway to the private area, ensuring that only the patient can view their clinical records and diagnostic tests, while strictly complying with data protection regulations.
Full interview: Mutua Universal
We spoke with Esther Félix Giner, Director of Innovation and Transformation, to discover how the digital channel has become the main relationship model and the core of the member experience. Watch the full interview here:
How the onboarding process work?
The new registration process is fully digital, and easy to use. All you need is a mobile device and an identity document to get started.
The process has three main steps:
Initial form completion with the user’s basic details
Capture of the identity document (front and back)
Taking a selfie with liveness detection
For us, ensuring it was simple, agile, and fast was a fundamental requirement. It goes without saying that these criteria are met. Essentially, all you need is a mobile device and an ID document.
What was the integration process like?
The integration of the identity verification technology was approached as a cross-functional project, involving multiple areas of Mutua Universal: technology, development, cybersecurity, legal counsel, and user support.
One key aspect was ensuring compliance with regulatory and security standards, particularly in a regulated environment handling highly sensitive information. The solution was integrated into the existing digital ecosystem and customised to adapt to the entity’s specific processes and needs.
Additionally, this was accompanied by internal training and change management efforts, supported by the traceability offered by the tool to identify incidents and continuously improve the user experience.
What are the benefits and advantages of the solution?
The implementation of digital onboarding in mutual societies with identity verification has generated clear benefits for both users and the organisation itself:
User autonomy
Each person can complete the registration whenever and from wherever they choose.
Operational efficiency
Lower administrative workload at healthcare centres.
24/7 Accessibility
Permanent availability of digital services.
Higher level of security
Robust identity verification and reduced risk of identity theft.
Sustainability
Reduction of travel and optimization of resources.
Traceability
Monitoring of the process to detect friction and optimize it for continuous improvement.
The main benefit is autonomy. Ultimately, these types of solutions allow you to decide at what moment you want to carry out your onboarding process and from where you want to do it.
This project has allowed Mutua Universal to advance in its hybrid model, reinforcing its digital ecosystem without giving up in-person care where it truly adds the most value.
Your Mutua, 100% digital in minutes
Innovation applied to occupational health and benefits management. Thanks to our secure digital onboarding, users can verify their identity in minutes and access Mutua Universal’s services without traveling.