Digital signature in the insurance industry - hybridSign in daily business at IGV Austria READING TIME 6 MIN.

How can digital signatures oprimise internal and external processes? In an interview with Post Business Solutions, Michael Selb, Head of IT at IGV Austria, shares how hybridSign is shaping his daily business, how clients are responding to digital signatures, and how far the insurance industry has come in its digital transformation.

Mr Selb, since last year you’ve been Head of IT at IGV Austria, a well-established association in the insurance industry. But how would you explain your business model to private and corporate clients who aren’t yet familiar with IGV?

IGV Austria is an association of leading independent insurance brokers in Austria. Our business model is based on collaboration: we pool the knowledge, experience, and negotiating power of our members to provide tailored insurance and pension solutions to both private individuals and companies.

Your industry involves a high volume of documents that must be processed and signed daily. When did you realise that introducing a digital signature was necessary?

At IGV Austria, we recognised the need for a digital signature solution early on. We developed the IGV Manager, a platform that enables on-demand comparisons and calculations for various insurance products. In 2024 alone, more than 360,000 quotes were generated, resulting in around 50,000 applications. These numbers clearly demonstrate the need for efficient, digital processes.
In our industry, insurance brokers act on behalf of clients and are authorised to sign many applications themselves. The COVID-19 pandemic gave digital signatures a major boost, as clients were forced to engage more intensively with digital tools.

How did you prepare for implementing the digital signature? What went particularly well, and what was challenging?

We began with a business analysis, mapping and documenting our processes. A detailed implementation plan identified the required resources in terms of staff and budget. Our members worked proactively with us, which allowed us to ensure full integration into our client app in a short time. There were challenges at the beginning, of course, but even the first clickable prototypes showed promising results.

Speaking of your app "gutversichert" – what has your experience been with the digital signature so far?

The app has been very well received by our clients. The digital signature continues to evolve, and we’re in regular exchange with Post Business Solutions to continuously improve usability.

How has the digital signature affected your internal processes in concrete terms?

Even though we’re still in the early stages of implementation, we already recorded around 5,000 digital signatures last year – and that number is clearly on the rise.
We’ve fully integrated the hybridSign solution into our gutversichert app. With growing usage, we expect to see faster internal workflows, sustainable efficiency gains, and an overall increase in service quality.

What benefits does the digital signature have for your clients?

The advantages are obvious: while personal contact will always remain essential and one of our key strengths, hybridSign allows for a smooth, fast, and simple handling of administrative processes.
It saves time, reduces effort on both sides, and can be used anywhere, at any time. This gives our clients a modern, digital experience without compromising on personal care.

How did your clients – both the brokers and the end customers – respond to the implementation?

Some older clients were hesitant at first. Many were still sceptical about digital tools. But once put into practice, it became clear very quickly: hybridSign is easy and intuitive to use. Overall, the feedback has been very positive.

As an organisation in the insurance sector, you must comply with particularly strict security standards. What made you choose hybridSign by Post Business Solutions?

We were convinced by the compliance with legal requirements, user-friendliness, and the seamless integration into our existing systems. The high security standards ensure that we meet the demanding requirements of our industry while also optimising internal processes.

How would you assess the current level of digitalisation in the insurance industry?

Historically, the Austrian insurance industry hasn’t exactly been known for being particularly innovative or digitally advanced. But that has changed significantly in recent years. The industry has made huge progress in digitalisation.
Notably, there is now close collaboration between insurance companies, the insurance association, software providers, and brokers.
There’s still work to be done, but the momentum is strong, and the direction is right.

How is artificial intelligence (AI) being used in your sector?

There are numerous use cases for AI on the part of the insurance companies. In recent years, a great deal of time and money has been invested in automating processes, such as claims handling, risk assessment, and customer communication.
On the brokerage side, we are also working intensively on developing innovative tools and features that support our members in their daily work. I’m confident we’ll be presenting some exciting new solutions this year that will deliver real added value. We see Post Business Solutions as a knowledgeable partner to help us implement these digital ideas efficiently and successfully.

Where do you see the greatest potential for ongoing digitalisation in your industry?

That’s an easy one: the greatest potential lies clearly in process automation. Day-to-day brokerage work involves many repetitive tasks and administrative activities that are ideal candidates for digital optimisation.
This development not only helps counteract the growing shortage of skilled workers, but also boosts employee motivation. Reducing routine tasks gives our staff more time to focus on what really matters: personal advice and client care.
Post Business Solutions promises a time-saving benefit through full process optimisation – and that promise is clearly reflected in the speed and efficiency we’re already achieving.
Ongoing digitalisation gives us the opportunity to become more efficient and attractive – both as an employer and as a service provider.

Mr Selb, thank you for this insightful interview! 

Would you like to learn more about hybridSign and how a digital signature can benefit your business? Get in touch with us today!

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