Certified email in the insurance sector: essential use cases for brokers and insurers

Certified email —such as that provided by eEvidence, including its integration with management platforms like segElevia— is a preventive use tool designed to provide legal validity to communications, an essential aspect in insurance sector operations.

It allows demonstrating with full legal validity the sending, the complete content (including attachments), and the moment of receipt by the recipient.

The main use cases of certified email in insurance can be grouped into four major operational areas:

1. Regulatory compliance and consent management

Certified email plays a key role in compliance with the Insurance Distribution Law and the General Data Protection Regulation (GDPR).

GDPR consent collection

This is one of the most relevant cases. Thanks to eEvidence’s integration with segElevia/segNeurona, brokers can:

• Customize GDPR consent clauses.
• Send them via certified email, guaranteeing traceability and legal validity.
• Collect consents on a certified landing page.
• Automatically update consents in the client’s file through the activity planner.

Other common cases within compliance:

• Sending Professional Liability certificates to secretaries or prosecutors.
• Response to documentary requirements in audits.

2. Customer management

Certified email allows leaving reliable record of critical communications with policyholders, reducing risks and disputes:

• Sending pre-contractual information sheets.
• Customer onboarding and offboarding.
• Communication of cancellation due to non-payment.
• Sending SEPA mandates.
• Sending coverage certificates, counted guarantees, or beneficiary certificates.
• Sending password change letters.
• Individual or bulk sends with legal certification.

This type of communication, especially when it affects contractual or financial obligations, requires demonstrating that it was sent correctly and that its content is complete.

3. Communications with insurance companies

Certified email provides security and documentary proof in interactions with insurers:

• Policy cancellation notifications.
• Claims for undelivered receipts.
• Policy redemption requests.
• Information requests for regularizations and subsequent sending to the company.

In these cases, it is essential to have proof of sending and content in case of controversy.

4. Claims management

In claims processing, deadlines, documentation, and traceability are key. Certified email allows:

• Accrediting deadline interruptions.
• Communicating special claims (such as expiration of the claim period).
• Sending reiterations due to lack of documentation, delays in appraisals, sending settlements, etc.
• Notifying the policyholder of claim closure due to lack of action.

The ability to certify these communications reduces legal risks and improves the efficiency of the claims department.

Why certified email is essential in insurance

Unlike conventional email —easily manipulable and with weak probative value—, certified email guarantees:

• Proof of sending
• Proof of content (message and attachments)
• Proof of delivery to the recipient’s server
• Immutable and verifiable evidence over time

This minimizes the exposure of the broker or insurer to claims, audits, or litigation.

In a sector where documentation is abundant, deadlines are critical, and conflicts can have economic impact, having solid evidence is not optional: it is an operational and legal guarantee.