GRAWE (Grazer Wechselseitige Versicherung) is a leading insurance provider in Austria and one of the largest Central European insurance companies. With subsidiaries in 12 European countries, the company offers a wide range of insurance products including health, life, and property insurance. Founded in 1828, GRAWE has a longstanding tradition of providing reliable and customer-oriented services. With a focus on innovation and customer satisfaction, the company continually adapts to meet the changing needs of its clients, providing modern solutions for today’s insurance market.

The brief.

With the release of the new GRAWE MyMed health insurance, the need for an efficient customer portal became evident. Customers needed a platform that would enable them to submit invoices, obtain status reports on claims, and update their personal data. A seamless connection to all GRAWE systems was critical to ensure smooth processing of all customer inquiries and maintain high standards of service. Our main goal was, therefore, to create an intuitive and user-friendly portal that not only integrates various GRAWE systems but also ensures data security while providing a seamless, hassle-free user interface. On top of that, the portal needed to handle complex insurance transactions while remaining accessible to a diverse customer base.

The solution.

Our comprehensive solution included the following key components:

Information architecture and UX design: We began by conducting extensive UX research to understand the complexity of GRAWE’s service portfolio and needs and behaviors of customers using them. This informed the development of an intuitive information architecture that would make it easy for users to navigate the portal and find the information they needed.

Software development: Our team developed a robust backend infrastructure to ensure seamless integration with GRAWE’s existing systems. The portal allows customers to submit invoices and receipts, report insurance claims, view insurance contracts, download policies and other documents, and access and edit their personal data. We also implemented advanced security measures to protect sensitive customer data.

Continuous improvement: We worked closely with GRAWE’s team throughout the development process, incorporating feedback and making iterative improvements. The result is a user-centric portal that meets the needs of GRAWE’s customers and enhances their overall experience.

The outcome.

The GRAWE customer portal went live in April 2024, marking a significant milestone in GRAWE’s digital transformation journey. The portal has been well-received by customers, who appreciate the convenience and efficiency it offers. By reducing the need for in-person visits and phone calls, the portal has also helped streamline GRAWE’s operations.

As we continue to work with GRAWE, we will be developing new features according to our roadmap and providing strategic guidance. This ongoing collaboration ensures that the portal remains up-to-date with the latest technological advancements and continues to meet the evolving needs of GRAWE’s customers. Additionally, we are providing ongoing maintenance and support for both the customer portal and the GRAWE corporate website, ensuring a consistent digital presence across all platforms.