Nobly and Alka Forsikring have together set the standard for a more modern, structured and compliant approach to consent management in the insurance industry. Through the development of the product Nobly Consent, not only have Alka’s internal processes improved, but the customer experience and data security have also been significantly strengthened. Together we have created a generic product that can streamline consent management as an integrated part of the customer journey in the insurance industry.
Alka and Nobly have collaborated for several years on the digitalisation of Alka’s processes. The collaboration is fundamentally built on OnBase as a document archive, along with a range of solutions that make Alka stronger on customer experience and compliance. The use of OnBase as a document archive at Alka has created a strong platform for further development and optimisation. According to Rasmus Lundvig Hansen, Team Lead at Alka Forsikring, it is “a central part of running an insurance company and a business towards the customers, which OnBase and Nobly fill in our business.”
In an industry characterised by complex legislation and strict requirements for consent management, many companies face significant challenges. To ensure compliance with the rules, the Danish Financial Supervisory Authority imposes strict fines for breaches of GDPR and the Danish Data Protection Act, which regulate consent management. In the insurance industry in particular, there are high demands for documentation of compliance. Many companies start out with manual methods to handle consent, but quickly discover that this approach is unsustainable in the long run, as it becomes harder to comply with current legislation. It also results in a manual and unstructured process that becomes inefficient due to the many parties involved.
Driven by a general need in the industry and demand from Alka Forsikring, Nobly has — in collaboration with Alka — developed the product Nobly Consent. Before implementing our solution, Alka faced challenges that many others in the industry will recognise. Rasmus Lundvig Hansen, Team Lead at Alka Forsikring, elaborates on the wish for a consent management product:
The need on our side has actually been there for many years. Fundamentally, it is about having control over our consents and being able to document the consents or choices the customer has made. The reason it has now resulted in us wanting a separate system is that we have reached the point where it makes sense to gather them in one central place.
— Rasmus Lundvig Hansen, Team Lead, Alka Forsikring
From Alka’s side, there was also a strong desire to optimise the customer journey by making the consent system transparent for Alka’s customers, so it becomes easy to have an overview of the consents given, as well as the option to change one’s consents. “Generally, it is just good customer care to be able to show customers that we have control over their consent – and to have it centralised in one place, where you can also access it internally as an advisor or similar,” says Rasmus Lundvig Hansen.
Nobly Consent is developed to ensure that companies within banking, finance, pension or insurance are compliant with the applicable legislation on the collection of consent. The product makes it easy to obtain the necessary consents as an integrated part of the sales process, which makes it easier to be compliant and ensures digitalised consent management.
The solution is aimed specifically at the industry, as there are many similarities between the challenges different companies in the industry face on a daily basis. With Nobly Consent, consent management is an integrated part of your company’s customer journey. The product contributes to more manageable administration, easier renewal of consents, and integration with multiple consent systems.
The integration of consent management in particular was an important point for Alka in the wish for a new consent system. “We try to stay a bit ahead with a really good, unified structure for it. Today we have to do it from different systems. We avoid that in the future, so in that way it is crucial for optimising the efficiency of our insurance business that consent management is centralised,” says Rasmus Lundvig Hansen.
The collaboration between Nobly and Alka on the development of Nobly Consent has been a positive experience all the way round. From the beginning, there has been a clear understanding of both parties’ expectations of the process and the product. From Alka’s point of view, the process as Nobly presented it was initially longer than their internal development process, but Rasmus Lundvig Hansen says: “When you have this partnership across companies, it has turned out that the process has been really good.”
From Nobly’s side, there is also great enthusiasm about the collaboration and the development process. “We are incredibly proud to deliver a solution that makes a real difference in Alka’s daily work with consent management and compliance. In addition, we are pleased that we have developed a product that can benefit the insurance and pension industry by making consent management more integrated and compliant,” says Morten Have, CEO of Nobly.
To ensure alignment and create a shared understanding of what the product should contain, Alka and Nobly have held a series of workshops together. The main focus throughout the process has been to develop a generic product that of course meets Alka’s needs, but can also solve the challenges around consent management for others in the industry.
Through the collaboration, Nobly has created an improvement in Alka’s consent management and digitalised the process, ensured compliance and created a structured and efficient approach. This is important for Alka:
Having control over your consents as a financial company is a license to operate. So in that way, Nobly Consent will become one of the cornerstones for Alka in being able to sell and process customers’ insurance going forward. By having it in one central place, we have a channel from our website that can request consent and status for customers, and we can also integrate against it in our insurance system and continue the process of getting the insurance to take effect.
— Rasmus Lundvig Hansen, Alka Forsikring
This collaboration has been a success not only because of the final product, but also because of the good communication and the strong collaboration we have had along the way. Morten Have says: “The collaboration with Alka on the development of Nobly Consent has been enormously positive. We look forward to continuing our good partnership and supporting Alka on their digital journey. The need for an integrated consent system is something we see across the entire industry, and we are therefore pleased to be able to offer a product that benefits more than just the individual customer.”
The very fact that Nobly Consent has been developed in collaboration with a customer in the insurance industry is a confirmation that our product lives up to the industry’s expectations and the requirements for consent management. This development collaboration with Alka clearly shows that our product is a practical and effective way to handle a large and real problem in the industry. Fundamentally, it is about taking the step towards a more modern, structured and compliant approach to consent management.
