Varsam Försäkring

Varsam Försäkring is transforming the insurance industry in Sweden with an innovative business model built on the pillars of personal service and elite customer experience.

A leading insurance distributor, its model balances human touch and technology interventions in a market where companies prioritize digitalization. Varsam Försäkring focuses on strategic digitalization, targeting specific areas and processes for the highest possible impact while preserving the human touch.

In highly saturated markets like Sweden’s, many policyholders prefer sellers with whom they can have meaningful conversations over the phone, with a real person instead of a chatbot. They want someone who can listen and suggest the right plan. Varsam Försäkring has policies to ensure this. One of them is offering the shortest response time in the industry, answering customer inquiries within 60 seconds.

This attention to customer service is complemented with a diverse insurance portfolio that covers every insurable item in a Swedish household along with cutting-edge technology to manage operations.

“We help policyholders navigate the complex insurance landscape, understand the nuances of each policy and make smart selections,” says Roger Holmgren, CEO.

An Ethos Entrenched in Innovation

Varsam Försäkring goes beyond the approach of big companies that often focus on home and car insurance. It offers coverage for numerous products, including mopeds, recreational vehicles, all-terrain vehicles, trailers, boats, and insurance for pets.

Every policy is structured by carefully considering the distinct circumstances and needs of a client, ensuring comprehensive coverage.

Clients always receive personal treatment through a preferred advisor. First-time callers are assigned an advisor to assist them until they establish a preference. Human agents are always available to answer clients' queries and offer guidance.
One of its clients, a CEO of an IT company, made a live call during a conference to test Varsam Försäkring’s claim of answering within 60 seconds. The call was answered in 45 seconds by a new employee, who, unaware of the challenge, was surprised to hear the accolades from the audience and the client.

Another exclusive service is its insurance policy for Swedish citizens who own vacation homes in Spain. Swedes represent a significant group of buyers in the Spanish vacation home market. They are required to buy insurance policies, which poses a significant challenge due to the language barrier. Varsam Försäkring addresses this issue by offering Spanish insurance policies in Swedish, ensuring policy buyers can easily understand the details. Along with delivering the policy documents and conditions in Swedish, it provides claims processing service and customer service. Clients can unlock an array of benefits including protection of their holiday homes from burglary and special discounts on certain purchases.

Rewarding Claim-Free Loyal Clients

The success of Varsam Försäkring is driven by its team of experts, who are shareholders in the company. This fosters a culture where everyone has a vested interest and a sense of responsibility for the business's success. This form of employee ownership translates to low turnover and high employee retention, leading to heightened client success. The combination of its four distribution engines—the retention arm, proactive customer service, leads from external partners and direct marketing channel—drives sales and business development.

Maintaining profitability in its insurance portfolio while ensuring business growth remains its major objective. Varsam Försäkring is driven by a mission to insure the most cautious policyholders. It is committed to protecting their belongings.

It awards points through ‘Varsam App’ for loyal clients with no insurance claims. Clients who have been with the company for at least 24 months can exchange these points to purchase items on Buyers Club, Varsam Försäkring’s premier partner. When it is time for insurance renewal, claim-free customers receive new points for the next insurance period. They can claim Varsam points by submitting photos of their undamaged vehicle through the app before their insurance tenure begins.

Relentless Pursuit of Excellence

Like most of the other insurance distributors Varsam Försäkring also focuses on unlocking profitability through selling multiple insurance policies, in addition to that Varsam Försäkring affirms that real profitability is achieved by advocating for the insured. Staying updated on changes in household assets, it asks detailed questions to better understand the risks associated with both the object and subject to be insured.

For example, it recognizes that the main source of water damage in modern households has shifted from the bathroom to the kitchen due to equipment like ice machines. This knowledge enables the company to provide clients with more accurate and fair pricing when they insure their homes.
Varsam Försäkring uses a range of digital tools and technology to make every sale effective. It diligently scrutinizes risk factors before selling policies, ensuring fewer accidents and consequently, minimal claims. Integrating its system with Google Streetview allows for visual assessment of a client’s property while discussing their home insurance over the phone. Similarly, its flood warning system analyzes data to detect risks to clients’ property, even if they are not visually apparent. The system is expected to reduce claims and improve profitability.

Varsam Försäkring uses cloud-based systems, including a powerful CRM and claims management system for its wide range of products. The use of containers enables it to seamlessly introduce upgrades—such as modifying tariffs or adding new language to policy documents—without external IT support. For instance, it can adjust the pricing for a particular type of insurance and implement the change within a week, significantly shortening the time to market. This ability to swiftly adapt is a major advantage over archaic on-premise systems, where making any small change is complicated.

“Like a speedboat, capable of moving very fast, we keep pace with the changing trends and promptly adjust products or pricing,” says Holmgren.

Varsam Försäkring's strong focus on personalized human interaction and customer satisfaction sets a new benchmark, highlighting the difference a truly customer-centric approach can make.