Deutsche Familienversicherung (German family insurance): digital property insurance

Deutsche Familienversicherung has been offering a new household insurance policy since 19.09.2018. DFV-HausratSchutz is therefore the first of a total of three new digital property insurance policies that the Frankfurt-based Insurtech will be launching on the market in the coming weeks. “16th Matrix” therefore consists of household contents, liability insurance, motor legal protection and accident insurance.


The latter was launched on the market last year and is the first “on demand” accident insurance in Germany, and was awarded a “very good” rating (1.3) by the German consumer organisation, Stiftung Warentest on Wednesday. The structure of “16th Matrix Property” is based on the simple and clear structure of “16th Matrix health” and in terms of costs is available in the variants Basic, Comfort, Premium and Exclusive. Dr. Stefan M. Knoll, CEO and founder of Deutsche Familienversicherung says: “In 2007 we launched the property insurance package Combi-5-plus onto the German insurance market which offered a revolutionary new product solution. So, in 2018 we will be implementing the new “16th Matrix Property”; a product portfolio that is easy to understand and is based the level of digitisation of our supplementary health insurance.

Customers want things to be quick and easy – the digital customer journey

The digital customer journey begins once the customer has chosen one of the insurance products Basic, Comfort, Premium or Exclusive, and Deutsche Familienversicherung offers the mobile payment methods PayPal, AmazonPay and Amazon Login. Once the 2-minute online process is complete, the customer will receive an email with the login data for the DFV customer portal, the link to download the DFV app and an insurance card in wallet format. The digital wallet card has replaced the old plastic card. Customers can use the DFV app and the DFV customer portal to make changes to their contract data which the Java-based IT-system then implements in real time and notifies the customer direct via email. The conclusion and business processing of the new DFV property insurance therefore takes place exclusively online and digitally. Dr. Stefan M. Knoll: “Customers want things to be quick, easy, clear and transparent. We can guarantee this with our digital customer journey and achieve new standards in terms of customer orientation.”

Dr. Stefan Knoll
Dr. Stefan Knoll

Claims settlement – the digital 48-hour guarantee

A claims settlement starts with a scan or image of the invoice which customers can upload to their DFV app or the DFV customer portal. The digital claims settlement process can then begin. With accident insurance, the Insurtech uses ICD-10 codes, an international classification of medical interventions and health conditions that would frequently appear on a medical invoice. The artificial intelligence then compares the data with the codes stipulated in the insurance policy conditions as covered, and the AI uses a fully automated process to decide if the costs will be reimbursed. Deutsche Familienversicherung also uses AI to settle claims relating to other property insurance cases. However, the Insurtech is only in the early stages of the application; Dr. Stefan M. Knoll adds: “The vulnerability to fraud in household contents and liability insurance is much higher than in accident insurance or supplementary health insurance, and this is why we have already incorporated AI into our systems to learn from employee judgments and decisions. But it will be some time until the settlement processing of claims for legal expenses, household and liability insurance is fully automated.”

About Deutsche Familienversicherung

Deutsche Familienversicherung is based in Frankfurt am Main. It is an Insurtech operating on the German market and the first digitised insurance company. The 16th Matrix, with its clear, prudent and excellent insurance policies, has set new standards in the industry. Simply enter your age and the process is complete. Simple. Sensible. For more information, please visit: www.deutsche-familienversicherung.de