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As a major player in French supplemental social welfare, Malakoff Humanis offers individual and collective insurance services. The insurer serves branches, companies, employees, and retirees to protect their health capital and optimise their social protection. Malakoff Humanis went through a large merger in 2019 and is constantly working on improving their services across multiple brands.
To enhance their online services, sustain their market growth and fuel their upsell opportunities, Malakoff Humanis wanted to implement a central & secure login and authentication experience for all current and future brands. In this process they were advised by identity experts from IT Service company Wavestone. Their most important requirements: offer a 100% available, frictionless online customer journey and access to personal data and consents according to GDPR. The amount of Malakoff Humanis’ customers demanded for a Customer Identity & Access Management (CIAM) solution that could easily scale up to millions of users.
iWelcome was immediately in scope, being Europe’s #1 CIAM cloud solution (as recognised by e.g. Gartner), that could help support the requirements in the regulated industry where Malakoff Humanis is operating.
Malakoff Humanis functions as an extension of the French social welfare system and is therefore subject to many national and local regulations with the associated complexity of security requirements. On top of that, Malakoff Humanis processes very sensitive personal information. This means that the new CIAM solution should have advanced GDPR capabilities including integrated consent management, in France being monitored by the CNIL.
With most applications still on-premise, the choice was made to go for a cloud CIAM solution to be able to onboard more quickly, innovate more easily, and scale more efficiently, while also reducing technology risk, at a lower TCO. The cost element was one of the differentiators which made Malakoff Humanis move to their first cloud application.
In addition, iWelcome was able to guarantee data residency in Paris, according to Malakoff Humanis’ requirements.
Being part of the French social protection system, Malakoff Humanis is also subject to laws around accessibility of their services. That is why all iWelcome pages are compatible with accessibility solutions such as voice.
This means that people who suffer from visual impairment can easily navigate through iWelcome pages.
Besides their own username/password login, Malakoff Humanis also needed to offer the option to access their services with France Connect. This governmental ID was initially intended to open up better digital public services to French citizens but is also obliged by law in parts of the insurance sector.
Besides being a trusted French ID, France Connect also brings France in line with the European Union’s eIDAS (Electronic Identification and Signature) Regulation. iWelcome provided the France Connect login option to Malakoff Humanis which further improved the login experience and alignment with French and European law.
Malakoff Humanis improved the complete registration and login process with iWelcome, adding iWelcome’s Self- Service password reset functionality. In the past, they received many calls from users having problems logging in.
With iWelcome’s CIAM in place, the password reset process was enhanced, resulting in less calls, a higher customer satisfaction, less pressure on Customer Care for account password resets and with that - a lower TCO and a higher NPS.
Malakoff Humanis has Multi-Factor Authentication implemented on a specific set of users. To detect and prevent fraud, Adaptive Authentication was an important element. As a continuously evolving organisation, Malakoff Humanis will keep innovating its authentication options.
The aim is to provide a ‘no-more-username/password’ experience by offering in-app push and swipe login options to their customers, continuously improving the secure and user-friendly journey for the essential service they offer.
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