Customer expectations are evolving rapidly in the insurance industry. Policyholders increasingly interact with their insurer through multiple channels including agencies, phone, digital platforms and messaging services.

However, traditional operating models often treat these channels separately, leading to fragmented interactions and missed opportunities to strengthen the customer relationship.

This initiative aims to modernize MATMUT’s relationship model by improving coordination across channels and supporting advisors with tools enabling a more proactive and personalized relationship with policyholders

• Implement a modern omnichannel relationship management model across MATMUT’s distribution network
• Improve the quality and effectiveness of interactions with policyholders
• Strengthen proactive engagement strategies such as follow-up calls and appointment management
• Improve commercial performance and relationship monitoring
• Provide managers with clear operational indicators to support performance management