Direct and Etnetera: Defining the Insurance Market via Mobile App

Etnetera jumped into the Direct mobile app development project later, when it replaced the original supplier. How do you perceive the whole process and was it successful in your opinion?

We were really worried. But because we liked Etnetera already in the original tender round, we trusted it. After the experience we had had with our previous supplier, our biggest fear was how we would be able to hand over the work, get everyone on board and enthusiastic about the daunting task that was ahead of us. But everything worked out and turned out well. ;) It was also due to mutual chemistry and enthusiasm for the project.

How did you manage to align your internal team and the team from Etnetera?

I think it was the fact that both sides gave it their all from the start. We communicated a lot, we explained, we wrote to each other all the time - it was very intensive at the beginning... But it paid off, and we at Direct also knew that there was no other way to do it, because if we didn't communicate, we would never get the project done. And Etnetera knew it too - that’s why it started working very quickly.‍

What did you expect from the Direct app and have those expectations been met?

It was crucial for us to launch the project on time, because other marketing activities were linked to it. At the beginning we had no idea how much time it would take and we definitely had higher expectations. But development has shown us how it really is. However, everything we wanted to have in the Direct app in the first place, we got there.

Which feature is the most important for you? What can the customer do in the app?

Probably the most important thing for us is that the client can see his/her contracts, including what he/she has insured, and can manage changes to the contracts directly through the app. Another advantage is online assistance in case something happens, or chat, i.e., the ability to contact us quickly. If the client is interested, they can also buy additional insurance for their car, property or travel directly in the app.

You can download the Direct app from Google Play and App Store.

The app is basically a self-care type and the user doesn't need to call anywhere. But do users have that option when they need to call? What I mean is a connection to a specific person.

Yes, the user can either contact us via chat, where an operator will help them immediately, or we have links to our phone numbers in the app for questions, assistance or to report an insurance claim.

Can users expect further enhancements of the app over time? Is there anything to look forward to?

By all means :) The launch in September was just the beginning. We see this as the first part of our work and together with Etnetera we will bring improvements and other new things to the app. We will listen to our clients and add services to the app that help them and that they want to have, to be satisfied, creating the best client experience.

How do you perceive the insurance market at the moment? What is happening in it and how does the Direct app fit into it?

Our application doesn't fit into the insurance market at all, because the market doesn't really exist. Unfortunately, insurance companies are very old-fashioned about this. Those who are used to checking their account balances, transferring money, etc. on their mobile phones are not able to do similar operations with insurance today. That's why we are delighted to be able to define the insurance market in the app together with Etnetera. Hopefully this will stir up the stagnant waters and in a few years it will be common for most people to have a mobile banking app on their mobile phone and an insurance app next to it - ideally Direct.

And the last question - how did you like the meetings in Etnetera? :)

Unfortunately we didn't have many meetings because of the covid, but when we did, we liked it very much, the atmosphere is similar to ours, friendly and relaxed.

Photos: Etnetera a. s., Direct pojišťovna a. s.

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