From a secured loan to insurance in one scenario: how the customer journey changes with the VIEWAPP digital inspection service

Continuing the theme of partnerships on the VIEWAPP digital inspection platform, let us look at the situation from another interesting angle. When can a bank make the customer journey of obtaining a secured loan with insurance seamless for the borrower?

When a customer comes to a bank for a loan or credit, their task is simple: to get money for their intended purposes. Often the loan is approved against collateral such as a car, an apartment, or other property. To finalise the transaction, the collateral must be insured.

At this stage, in the traditional model, several participants appear in a single customer journey at once. The bank arranges the loan, the insurance company issues the policy, and insuring the collateral property may require an inspection of that property.

For the customer, this is one task: to obtain the loan and arrange everything necessary for the transaction. But from the companies' perspective, the process is often split into several independent stages.

The customer submits an application at the bank:

→ receives a referral for insurance

→ interacts with the insurer

→ provides data on the asset

→ undergoes an inspection

→ the insurer makes a decision

→ information is fed back into the bank's process.

The more such handoffs there are, the more complex and time-consuming the loan origination becomes.

Why not start insurance right where the loan begins?

If the customer is already in the banking app or interacting with a bank employee, it makes sense not to send them off into a separate process.

After the loan is approved, the bank can offer insurance for the collateral property directly within the loan arrangement process.

For example, a customer takes out a loan secured by a car.

Instead of separately approaching an insurer after the loan is arranged, looking for a way to submit photos of the car, and waiting for inspection confirmation, the customer receives a digital inspection task within the bank's process.

They photograph the car according to a given scenario. The system controls the completion of the required steps and generates the inspection result. The materials are transmitted to the insurance company, which issues the necessary policy.

For the customer, the sequence looks simple:

loan application

→ digital inspection

→ loan approval

→ policy issuance

→ transaction completion.

The insurance company remains a full-fledged participant in the process and remains responsible for the insurance. What changes is only where and how the customer goes through this journey.

The hardest part is not selling the insurance

Today, it is not difficult to place an insurance company's offer within a banking app.

What is more difficult is to ensure that the customer truly does not drop out of the banking process after clicking "arrange insurance."

If they have to navigate to the insurer's website, upload photos separately, wait for a call from a specialist, or independently arrange an inspection of the collateral property, the seamless scenario ends.

This is especially noticeable precisely in collateral insurance.

The bank must confirm that the required insurance is in place, the insurer must obtain correct data about the asset, and the customer must complete all necessary actions. If each participant organises their own part separately, the transaction becomes more complicated for everyone.

Digital inspection bridges the banking and insurance processes

Digital inspection with the VIEWAPP service makes it possible to embed the required documentation of collateral property directly into the loan origination process.

The customer does not need to separately look for a specialist or figure out how to submit photos. They receive a specific scenario and go through it as part of arranging the insurance.

What the bank gains

For the bank, this approach means that loan origination and collateral insurance become a single managed process.

It is possible to reduce the number of manual steps, avoid forcing the customer to switch between different channels, and obtain confirmation that the insurance condition has been met more quickly.

At the same time, the bank does not replace the insurance company and does not become an insurer.

It becomes the entry point for the customer into several related services at once, all necessary to complete a single transaction.

What the insurance company gains

The insurer receives a customer already within the partner bank's process and can obtain the required materials according to a standardised scenario.

There is no need to separately organise interaction with the customer each time if the standard inspection can be performed by the customer themselves.

And specialists can step in where the automated scenario is insufficient.

What the customer gains

For the customer, the main advantage is even simpler.

They came to the bank for a secured loan and want to complete the transaction as quickly as possible.

They do not care where the banking process ends and the insurance process begins. What matters to them is not having to provide the same information multiple times, switch between services, or separately arrange mandatory procedures.

Therefore, the ideal digital journey does not look like a collection of separate services, but rather as a single sequence of actions centred on the customer's specific task — to obtain a secured loan and fulfil all the necessary conditions of the transaction.

VIEWAPP in this scenario

VIEWAPP embeds digital inspection of collateral property into such a process.

The bank launches the inspection scenario, the customer independently documents the asset according to a given protocol, the system controls the process of receiving the materials, and the result can be transmitted to the insurance company for further processing.

As a result, insurance does not become a separate stop on the customer's journey.

The customer came to the bank for a secured loan — and right within that same process they can complete the required insurance and inspection of the property.

This is precisely how digital inspection changes not only the insurance company's operations, but the entire customer journey around collateral lending.