Accessible Digital Journey Qorus-NTT DATA Innovation in Insurance Awards 2026

The Accessible Digital Journey Initiative is AgeSA’s pioneering program to create a fully inclusive digital ecosystem for customers with disabilities. As the first insurance and pension company in Turkey to implement an integrated accessibility framework across both mobile and online platforms, AgeSA embedded accessibility as a core development standard rather than an add-on feature.

Concept & Objectives:

The initiative aims to enable visually and hearing-impaired customers to independently access digital financial services through voice simulations and sign language-supported live video calls. Its objectives are to ensure equal access, enhance customer experience through guided and intuitive journeys, and position AgeSA as a leader in inclusive financial services.

Reasons Behind:

Customer insights revealed significant barriers for individuals with disabilities in accessing financial services digitally. Addressing this gap aligned with AgeSA’s strategy of customer centricity, digital transformation, and social responsibility.

State of Competition:

Before this initiative, accessibility in Turkey’s financial sector was largely limited to basic screen reader compatibility. No insurer had integrated voice simulation across platforms or live sign language video calls into mainstream services. AgeSA set a new industry benchmark.

Departments Involved:

The project was delivered through strong executive sponsorship and cross-functional collaboration between UX, IT, Digital Transformation, Customer Experience, Compliance, and Call Center teams, alongside specialized partners (Blindlook, Assistbox, Adesso).

Main Results:

• 100+ voice simulations

• 69.958 average monthly uses

• 10.926 video calls (1050 sign language-supported)

• Satisfaction scores of 4.7/5

• EyeBrand Certification validating accessibility standards

Beyond operational gains, the initiative strengthened brand trust and positioned AgeSA as a socially responsible industry leader driving inclusive digital transformation.