Case of success · DKV Seguros

DKVirtual

the interaction of users with the brand and +20% more inquiries through the digital channel.

Case summary

A pioneering virtual headquarters for the Spanish insurance sector, where an avatar of the CEO greets each customer and speeds up digital channel inquiries.

Grupo DKV is one of the most important Spanish insurers, specializing in health and with a commitment to sustainability and holistic well-being. At a time when 70% companies were preparing to enter the virtual world, DKV decided to take the lead and create DKVirtual: a dedicated virtual headquarters designed to redefine the relationship between insurer and customer. The result is a 3D web space that combines customizable avatars, virtual agents, interactive videos and assistance chatbots, with a unique feature: an avatar of DKV’s CEO himself, Josep Santacreu, welcomes each visitor institutionally.

Client

DKV Insurance

Sector

Banking & Insurance

Service

Customized projects · Digital transformation

Interaction of users with the brand.

40.000

Visits to the virtual space.

+20%

More inquiries through the digital channel.

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01 The challenge

Bringing health insurance closer to new generations

The insurance sector faces a structural challenge in its relationship with the younger generations: younger audiences are less aware of the importance of taking out health insurance and perceive insurers as distant, formal and bureaucratic entities. DKV Seguros, with a focus on health, sustainability and holistic well-being, sought a channel to bring its values and proposition to these new audiences, without abandoning traditional services. The challenge was to design a gamified experience that integrated communication, customer service and training in a single digital environment, anticipating the sector’s massive shift towards the virtual world.

02 The solution

A virtual headquarters with the CEO's avatar as the host

The solution is DKVirtual, a 3D web virtual space structured in two floors where the visitor navigates in third person with their own customizable avatar. The institutional welcome is provided by an avatar of DKV’s own CEO, Josep Santacreu, who introduces the company to each user. The space combines virtual agents, interactive videos and integration with Nauta — DKV’s pre-existing chatbot — to streamline queries. In addition to onboarding and information about insurance products, DKVirtual showcases sustainability initiatives, the DKV Arteria program and organizes its own events, webinars and campaigns, even adapting to WebXR to be experienced from virtual reality glasses like Oculus.

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Key learnings

What this case teaches the sector.

Staying ahead of the 70%s in the sector costs less than following it.

At a time when 70% companies were preparing to make the leap into the virtual world, DKV decided to go first. In conservative sectors like the insurance industry, being a pioneer is not an R&D expense: it is an investment in positioning that pays off when competition arrives.

Young people do not reject insurance; they reject the way it is sold.

The younger audiences are perceived by the insurance sector as difficult to reach. The reality is that they respond to gamified, interactive and personalized formats. A virtual headquarters with customizable avatars transforms the conversation about health into an experience that these audiences explore voluntarily.

The CEO's avatar humanizes the brand on a digital scale.

A CEO cannot personally greet thousands of customers every year. His avatar can. When the CEO welcomes them in the virtual space, the company conveys closeness and institutional responsibility on a scale impossible in the physical world, without sacrificing the symbolic weight of the gesture.

Integrating the pre-existing chatbot turns the virtual space into a real operational channel.

A virtual headquarters disconnected from customer service systems is a mere facade. Integrating the Nauta chatbot — an already operational channel from DKV — within the virtual space transforms the headquarters into a real service channel, capable of resolving specific queries and not just communicating brand values.

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