Since 2021, the ARAG Insurance and the Nect GmbHto simplify the onboarding of insured persons in the ARAG customer portal, with an increased level of security. Registration in the customer portal first requires identification of the insured person to ensure that only the authorized person has access to the insurance data and benefits. The analog options for identification, such as the activation letter, are very time-consuming. By using Nect technology, ARAG has established a user-friendly, flexible and secure identification alternative that saves time and money, while making processes even simpler for customers.
The initial situation
In the past, the registration of insured persons in ARAG's customer portal was repeatedly interrupted. The background to this is that a customer who wants to register in the customer portal needs information or documents from ARAG immediately at that time. As a result, customers then contact ARAG by other means in order to receive the information promptly.
All this not only causes unnecessarily high costs at ARAG. More importantly, registration is - along with the conclusion of an insurance contract - one of the first points of contact between ARAG and customer:in. A complicated and time-consuming registration process can therefore quickly lead to dissatisfaction. The success rate of a classic activation letter is around 50 %; moreover, statistically speaking, around 2.5 letters are sent in the industry to successfully onboard customers. For these reasons, an identification alternative was sought that is easy for customers to use, provides timely information, and also meets or even exceeds the necessary security requirements.
The solution
With Nect Ident, ARAG has created a way for customers to identify themselves for registration in ARAG's customer portal completely independently, regardless of location or time and without waiting times. Using a smartphone and an identification document, such as a German ID card or passport, users can identify themselves for the customer portal while on the move, from their sofa or at work. All that is needed is a video of the ID document and a selfie video of the person to be identified. While the face is being recorded, users are asked to read two randomly selected words aloud.
The recording of the face and the voice recognition ensure that it is a living person and not, for example, a mask. In addition, the face on the video is compared with the image on the ID card. In addition, real-time verification takes place during the identification process, checking the ID document for validity, authenticity and security features such as holograms. This also meets the high security requirements for customer identification. The use of Nect technology not only saved costs and time, but also significantly increased customer satisfaction, as more digital users were successfully converted to ARAG's customer portal.
The innovation
Legally compliant identification with just one selfie video - the reuse function of the Nect Wallet app is unique. With this use case, Nect and ARAG are particularly innovative and groundbreaking not only for the insurance industry, but across all industries. Once an ARAG customer has identified himself with Nect, the identification document is securely stored in the Nect Wallet. If they want to identify themselves for another transaction at ARAG or one of Nect's many other partner companies, they can do so within a few seconds. There is then no need for the entire identification process, just another selfie video of the face and the onboarding is completed in a few seconds in a fully compliant manner. Nect thus sustainably raises the user experience to an even higher level and offers ARAG customers real added value.
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t the same time, the Nect Ident interface ensures that ARAG will be able to offer its customers all four Ident methods via the interface in the future, because the technical interface to Nect can provide all other identification methods and value-added services without any implementation effort. A partnership with a future!
"The insurance industry was the first sector in which we were able to establish our fully automated identification solution. I am pleased to be able to add another well-known partner to our partner network with ARAG. Together, we will continue to digitize and revolutionize the insurance industry in the future."
Carlo Ulbrich, CSO & Co-Founder Nect GmbH
The history of cooperation
The 
Relationships of Nect with ARAG were established during Batch#19 of the Accelerator Program of InsurLab Germany and could be intensified during the joint membership in InsurLab. At various InsurLab events in Cologne, there was the opportunity to exchange ideas with various partners in person on site in order to sound out the framework conditions over short distances.
"We are meeting the ever-increasing expectations of our customers and are driving digitization forward. This also applies to the registration process for our customer portal at www.ARAG.de. The fully digital registration process in cooperation with Nect GmbH enables our customers to register for the first time within a few minutes and thus to have extensive access to their own documents and various services.
Andreas Kreuels, Project Manager Digitalization & Business Analytics Customer Services
The outlook
Insurance processes should and must be further digitized in the future. In the Nect Wallet, Nect also offers Nect Sign, a solution for qualified electronic signatures (QES). Here there are further numerous use cases for which Nect technology can be used to sign contracts in a qualified and legally secure manner. In addition, Nect has expanded its Nect Ident to include other processes, such as identification with the online ID card (eID), the electronic passport (ePassport), and a solution for identifying business customers that also involves a comparison with the commercial register. In the future, these processes could also be used to offer an even wider range of identification options - and all this without the need for costly implementation work, as this is no longer necessary. This is because Nect offers all procedures via a single interface. A real added value for the industry.