How Unéo digitized military protection insurance subscription in one month
In conversation with
Amine Kechiche
Transformation Director
Unéo transformed a largely paper- and email-based subscription process into one secure digital journey without removing the advisor from the needs analysis. Documents and signatures no longer circulate by email, and the average resolution time has fallen from several weeks to two days. Nearly 1,000 cases were handled in Penbox during the first months.
About
Unéo is a French mutual insurer specializing in health and protection cover for military personnel and their families.
Industry
Insurance
Workflow
Military protection insurance subscription
Operational scale
Nearly 1,000 cases handled during the first months
Challenge
A process that could take several weeks relied on repeated email exchanges for information, documents and signatures, creating delays and making sensitive interactions harder to secure and track.
Solution
Unéo and Penbox created one secure digital journey that centralizes the needs analysis, proposal, documents, consents and signatures, removing sensitive exchanges from email while preserving advisor support.
Results
The average resolution time fell from several weeks to two days. Documents and signatures no longer circulate by email, and nearly 1,000 cases were handled during the first months.
A protection decision that should not begin with paperwork
Protection insurance for military personnel has to reflect the person, their priorities and the level of cover they want for themselves and their family. The process also has to satisfy eligibility, pricing, consent and signature requirements.
Before Penbox, the Unéo subscription process could stretch across several weeks as paper documents, signatures and repeated email exchanges accumulated. Digitizing it could not mean reducing an important protection decision to a generic online form. Unéo wanted to preserve the quality of the conversation with the advisor while giving the service member a simpler and more secure way to complete the formalities.
Keeping the human conversation where it matters
The Unéo journey begins with a conversation between the advisor and the service member.
The advisor enters the person’s name, date of birth and other identifying information to determine whether they are already known to Unéo. The journey checks the existing products and establishes whether the person is eligible for the proposed protection cover.
The advisor then conducts a structured needs analysis. Some forms of protection may be essential for one person and less important for another. The answers guide the conversation toward suitable cover and allow Unéo to present an initial contribution based on the person’s age and selected protection.
Digital does not replace the advice. It gives the conversation a consistent structure and turns it immediately into a proposal the service member can act on.
From recommendation to action without rebuilding the case
Once the conversation is complete, the service member receives a personalized email. A clear action button opens the proposal prepared with the advisor.
There is no need to re-enter information or reconstruct the discussion. The person can review the proposed cover and still adjust selected parameters, including the cover start date or protection level. Penbox recalculates the contribution when a change affects the price.
The first step creates the recommendation. The second allows the service member to understand it, adjust it and turn it into a completed subscription.
Adapting the formalities to each situation
Not every service member follows exactly the same route to signature.
Based on the criteria that apply to the case, the journey determines whether a medical questionnaire is required. It then presents the relevant consent steps and prepares the documents that need to be signed.
The service member signs the individual membership form and the SEPA mandate within the same experience. Penbox keeps the underlying logic required to direct each case toward the appropriate outcome without imposing every formality on every person.
Replacing email chains with one secure process
Before Penbox, completing a subscription could take several weeks. Information, documents and signatures moved back and forth by email, creating delays and making the process harder to secure and track.
Penbox now centralizes every exchange in one controlled digital journey. Email is used only to provide secure access to the journey: documents and signatures no longer circulate through inboxes, pending actions stay visible and follow-ups are automated. The average resolution time has fallen to two days.
“Penbox allowed us to digitize our subscription process for military personnel in 1 month.”
Amine Kechiche, Transformation Director at Unéo
One journey, two distinct moments
The advisor remains present where expertise creates the most value: understanding the situation, clarifying needs and recommending appropriate cover. The service member takes control where autonomy makes the experience easier: reviewing the proposal, changing selected parameters, giving consent and signing.
These moments are no longer separated by paper, repeated data entry or disconnected formalities. They belong to the same case and the same progression.
Unéo turned a process that could take several weeks of email exchanges into one secure digital journey. The average resolution time is now two days, and nearly 1,000 cases were handled through Penbox during the first months.