Innovation with purpose: an inclusive and sustainable model for claims repairs Qorus-NTT DATA Innovation in Insurance Awards 2026

The project consists of integrating Muser Prode, a Social-Initiative Special Employment Centre, into the comprehensive management of home claims repairs: reception, coordination, assignment of trades, technical monitoring, budgetary control, multichannel service and claim closure.

It is not a parallel corporate social responsibility action, but a structural transformation of the operating model that incorporates social impact directly in the insurance value chain.

The main objectives are:

• Create secure and stable employment for people with disabilities.

• Maintain and improve efficiency and quality in the repair process.

• Offer a more human and closer and transparent experience to customers.

The model relies on standardized procedures, operational and social key performance indicators (KPIs), specialized training in insurance and customer service, and an individualized system of personal and social adjustment that guarantees autonomy, stability and professional development.

Sources of inspiration and strategic reasons

Commitment to economic and social progress, sustainable development and equal opportunities are the values that stand out within the Kutxabank group.

Innovating, for Kutxabank Seguros, is not only digitizing processes, but rethinking how the service is provided, whom it collaborates with and what impact it generates in the community. Muser Prode’s integration reflects a vision of responsible innovation: combining efficiency with ethics, service with inclusiveness, operations with purpose.

Reasons behind it

We wanted to transform an intensive operating process —home repairs— into a socially impactful opportunity, maintaining the technical quality and agility that a critical customer service demands.

Results so far

The collaboration began as a pilot of 500 annual claims, and thanks to its success, it now manages 2,600 claims per year, generating stable inclusive employment, closer service, and more efficient management times. This is a pioneer initiative in the insurance sector, developed from scratch. To ensure its viability, Kutxabank Seguros has trained the operating team, defined the business model and designed the economic viability.