BUILDING THE DIGITAL FUTURE OF INSURANCE AND PENSIONS AT NN HUNGARY
Over the past year, NN Hungary has accelerated its digital transformation agenda, delivering landmark platforms that are reshaping how customers, advisors, and employees engage with insurance and pension services. Under the leadership of Grégory Saussez, Head of Digital Solutions and Marketing, the organisation has launched new digital sales capabilities, reimagined customer journeys, and advanced data driven personalisation to build a modern foundation for long term growth in a highly regulated market.
In this interview, we explore NN Hungary’s digital transformation roadmap, examining how innovation is delivered responsibly, how data and AI are enhancing customer experience, and how cultural and architectural change are enabling greater speed and relevance. We also look ahead to the emerging technologies set to redefine the future of insurance and pensions, and how NN is preparing to balance advanced automation with the human connection at the heart of trust.
Digital Transformation Roadmap
Can you outline NN Hungary digital transformation roadmap and the key milestones you’ve achieved in the past 12 months?
The past 12 months have been particularly exciting, marked by the launch of two flagship initiatives from our global digital strategy: the Digital Sales Platform for our tied agent network and the Online Sales Platform for our customers. Internally, we refer to the Digital Sales Platform as the crown jewel of our vision, robust foundation for future innovation. The Online Sales Platform opens high-potential business opportunities and signals a strategic shift in how we engage with customers. All of these important milestones are fully aligned with our ambition: to grow our relevance toward younger generations and to improve financial self-care in the country.
Innovation vs Regulation
How do you balance innovation with regulatory compliance in a highly governed sector like insurance and finance?
This a true challenge but a necessary one, particularly in a highly governed sector like insurance. While regulations can constrain rapid or unconventional ideas, they also safeguard customer interests, which remain our top priority. At NN, we work closely with our legal and compliance teams to ensure that every innovative solution we deliver is providing the best quality of service to our customer while securing their data at 100% and staying compliant with our regulatory framework. This requires strong cross-functional collaboration, which we’ve cultivated successfully.
Our mission is to streamline digitalisation across industries and empower businesses with secure, tailor-made solutions powered by our specialised experience in the enterprise ecosystem.
NN
Biztosító
EUDI Wallet based solutions
Enterprise Document Management, validation and long-term trusted archiving solutions
Identification and onboarding solutions
Accelerates Digital Transformation with Contum’s Integrated Signing Platform
Building the Future of Paperless Insurance Operations
NN Biztosító Zrt., part of the NN Group, set out to modernise its contract and approval processes while maintaining strict regulatory compliance, security, and operational reliability. The goal was clear: eliminate paper-based workflows without compromising customer experience or control.
The Solution
Since 2024, Contum’s Signing API has been fully integrated into the NN Connect ecosystem, enabling secure, compliant digital signing across both desktop and mobile environments.
The solution combines:
• Contum’s integration and orchestration expertise
• Namirial Sign Enterprise technology
• Fully eIDAS-compliant qualified trust services
This platform allows insurance agents to execute contracts digitally within existing workflows, supporting a seamless transition to paperless operations.
Extending Digital Value
Following successful adoption by retail customers, NN Biztosító is now extending digital signing capabilities to corporate clients. Digital signature functionality is being embedded directly into critical business processes, creating a consistent and scalable user experience.
The planned introduction of remote selfie-based identification will further enhance onboarding efficiency while strengthening security and Know Your Customer processes.
Operational Excellence
Beyond technology delivery, Contum provides enterprise-grade support aligned with ITIL Level 3 standards. Digital signatures, timestamps, and technical support are delivered within a single, consolidated service model, reducing complexity and optimising total cost of ownership.
The Outcome
By partnering with Contum and Namirial, NN Biztosító has established a secure, scalable foundation for paperless insurance operations, strengthening efficiency, compliance, and customer experience across the organisation.
NN Biztosító Zrt., part of the NN Group, set out to modernise its contract and approval processes while maintaining strict regulatory compliance, security, and operational reliability. The goal was clear: eliminate paper-based workflows without compromising customer experience or control.
Data, Analytics and AI
How are you leveraging data analytics and AI to personalise customer experience across NN Hungary insurance and pension products?
Data and AI are central pillars of our digital transformation strategy. At NN, we’ve embraced these technologies to enhance customer, agent, and employee experience. Our goal is clear: to accelerate our capabilities, personalise interactions, and deliver exceptional service. This is underpinned by robust data management practices, which we continuously refine. While we’re already seeing tangible results, we view this as the beginning of a long-term journey, with even greater impact ahead.
But to be able to benefit from this enormous capacity, companies need a defined structure. For example, at NN we have built a dedicated data&AI strategy, with concrete budget and goals, and even launched new squads to support all our departments to finetune or even reshape our processes to create even more value.
Culture and Change Management
Digital transformation often requires cultural shifts. How have you fostered a mindset of innovation within NN’s workforce?
Cultural transformation is essential, especially in life insurance, where human-to-human interactions remain central. Recognising the urgency, we embedded change management into our digital strategy from the outset. Through targeted internal communications, training programmes, and close collaboration with HR, we’ve fostered a culture of innovation and a “test and learn” mindset. Our adoption of SAFe Agile has accelerated development velocity and instilled an MVP-driven approach, improving our time-to-market significantly.
Modernising the Technology Stack
How is NN adapting its legacy infrastructure to embrace cloud, APIs, and modular architecture?
Since “day one”, we made a deliberate decision to move away from legacy models and embrace modern, cloud-based development and modern IT architecture. This transition was challenging, particularly due to limited internal experience, but ultimately rewarding. Once we began delivering features in production, it validated our commitment to the new tech stack. Integration with older systems posed additional hurdles, which we addressed by building mediation layers that now ensure reliable and stable orchestration across platforms.
Customer-Centric Digital Channels
How is NN transforming its digital channels to provide more intuitive, accessible services for policyholders and pension clients?
Our digital strategy is anchored in a clear vision: to empower customers to choose how they interact with NN, while ensuring a consistent experience across all channels. We’re redeveloping all front-end applications, including the Digital Sales and Online Sales platforms, and plan to launch a new customer portal by 2027. Additionally, we’re implementing Salesforce as our CRM to further personalise engagement. We continuously gather feedback through surveys, focus groups, and market analysis to stay aligned with evolving customer expectations.
Impactful Digital Products
Can you discuss any recent digital products or services that have significantly improved client engagement or satisfaction?
Two recent examples illustrate our progress. First, the Digital Sales Platform has transformed the onboarding process, cutting it in half through innovations like SMS-based policy signatures, developed with our partner Contum. This enables advisors to focus more on customer needs. Second, we launched our Online Sales Platform for Health Insurance, marking a historic shift from advisor-led sales only to direct digital engagement too. This not only expands our reach to younger demographics but also positions NN in the growing health insurance market.
Our digital strategy is anchored in a clear vision: to empower customers to choose how they interact with NN
Future Technology Trends
Looking ahead, what emerging technologies or trends are you most focused on that could reshape the future of insurance and pensions?
Looking ahead, AI stands out as a transformative force, potentially as impactful as the advent of the internet. At NN, we see AI not just as a technology, but as a catalyst for reimagining processes, enhancing customer interactions, and automating tasks like claims management. We’re exploring AI assistants for employees, advisors, and customers to simplify complex products such as life and pension insurance. Imagine completing AML identification through an AI avatar, this is the future we’re building. Yet, we remain committed to preserving the human touch, which will continue to be a cornerstone of trust and empathy in our relationships especially with our customers.
NN Biztosító Zrt. began operations in Hungary in 1991 as NationaleNederlanden and was the first company in the country to offer life insurance exclusively. Today, it is a market-leading provider of life, pension, accident and health insurance and long-term savings products, supporting customers in building long-term financial security.
Grégory Saussez Head of Digital solutions and Marketing