MAPFRE showcased at Mobile World Congress (MWC) with news and upcoming launches across three focus areas: customer experience, mobility, and digital health. The insurer highlighted how open innovation drives progress in these domains and used its presence to illustrate a practical MOI model in action.
On site, MAPFRE operated its own space within a global framework linking Barcelona Health Center to the 4Y4N hub that supports startups and the entrepreneurial ecosystem. The company leveraged this platform to demonstrate how technology powers its latest innovations and to share a clear view of how collaboration accelerates change.
Artificial intelligence features prominently as MAPFRE seeks to elevate the customer journey. Among the innovations is AMI, a first virtual assistant built on conversational AI. AMI opens a new channel of communication with customers, enhances interaction, reduces response times, and helps teams understand customer needs through the analysis of conversational data.
In recruitment, digital verification is another AI driven improvement. The system uses image recognition to gather necessary information, speeding up processing and data collection. The result is shorter response times, greater agility, and higher customer satisfaction by simplifying typically lengthy tasks.
This tool has already served auto insurance and will soon extend to assess and capture risks in pricing and contracting for business insurance. A key challenge remains the diversity of organizations that offer commercial coverage, which is less standardized than vehicle insurance, notes Juan Cumbrado, MAPFRE ESPAÑA’s Director of Innovation.
AI also supports the crane traceability service through the MAPFRE app. In an accident, customers can see where the service crane is located, along with distance and estimated arrival time. They also enjoy reduced waiting times by requesting roadside assistance for breakdowns or battery problems directly from the MAPFRE app.
Securing new forms of mobility
MAPFRE has recently launched its first insurance for electric scooters and other personal mobility devices through Verti, signaling a broader move toward protection for the person regardless of vehicle type. This stands out as a major innovation of the year for the company.
Verti Driver will soon receive updates to introduce a pay as you drive model. The policy rewards careful driving, with potential discounts of up to 40 percent on renewal. More than 57,000 drivers have downloaded the app and completed over 330,000 trips.
In its commitment to sustainable mobility, MAPFRE has offered Gama Cambio since 2021. This insurance is designed for electric and plug-in hybrid vehicles, tailored to the specific needs of these technologies. A forward looking research initiative developed by CESVIMAP, MAPFRE’s R&D center, integrates into the MAPFRE Open Innovation model to explore environmental challenges linked to electric mobility.
The BATRAW project seeks technologies and processes to recover minerals from used electric vehicle batteries so they can be reused in new batteries. This effort supports a circular economy and receives backing from Horizon Europe, reflecting the European Commission’s support for renewable energy and sustainable transport R&D.
Bet on digital health
Health remains a major axis of MAPFRE innovation. The firm continues expanding telemedicine offerings to meet growing demand from customers seeking convenient remote care.
The Healthembracing platform has been renewed to offer a more intuitive experience and richer digital content. This aligns with MAPFRE’s broader push into digital health and patient-centric services.
A notable development is a digital physiotherapy pilot in partnership with Trak. This experimental service enables remote therapies from MAPFRE owned medical centers in Spain, using artificial intelligence to guide treatment and enable patients to recover without traveling.
Through the website and app, patients receive online, personalized treatment from computers, tablets, or smartphones with voice guided exercises. Real time feedback helps ensure exercises are performed correctly, and progress reports are delivered via the app under physician supervision. Patients can also schedule video consultations with therapists and share exercise videos to ensure accuracy.
The experience embodies a phygital approach where offline and online elements combine to elevate user experience. Juan Cumbrado emphasizes this balance between physical and digital care.
MAPFRE’s Savia digital health platform introduced significant new features during MWC. The goal is to gradually adapt medical services to patient needs based on active listening. Savia now offers a Personal Doctor option with basic, private, or premium tiers, enabling online doctor access within subscriptions and ongoing virtual care.
The personalized medical management team supports physicians by proactively monitoring health status, guiding patients through processes, and ensuring timely care. Doctors can access clinical histories and issue prescriptions online, with patients choosing their preferred doctor and enjoying unlimited video consultations and messaging with prompt responses.
Another Savia initiative is the digital Hospital concept, which aggregates in one interface face-to-face medical services, emergencies, specialty video consultations, and tests from both online and in-person doctors, available 24/7.
Pedro Diaz Yuste, CEO of Savia, notes MAPFRE’s leadership in digital health services that extend beyond a call or chat to create a sense of continuous care and protection for patients and employees alike.
Within the 4Y4N framework, MAPFRE hosted sessions that were streamed during the event. Topics included using technology to humanize customer relationships with startups, the role of MAPFRE Trak in improving health outcomes, Savia and Docline on digitizing medical professionals and AI for customer experience, all illustrated with real use cases featuring Google. Attribution: MAPFRE