The role of the manager in insurance: How Raiffeisen Insurance Broker has transformed the security sector in Kosovo

Executive Director Donika Hasani, in an interview for KosovaPress, talks about the company's travel, growing confidence in the insurance sector, the benefits customers receive thanks to the role of insurance broker, as well as the strategic changes the insurance sector is making to better adapt to customer needs.

This year, you mark an important moment, Raiffeisen Insurance Broker's 10th anniversary. Can you tell us more about the company's journey so far as it has started, what has been the main achievements and how it has developed over the past ten years?

Our journey has been dynamic and described with significant achievements. While we were the first to introduce insurance mediation on the local market, today we have built an organization that is consolidated with large portfolios of services, with an ongoing digitalization process to adapt to our clients, and with increasingly competitive solutions. We believe that in addition to strengthening our company, we have influenced the construction of a more open and responsible sector.

However, there have been challenges. Suppose, awareness of the importance of insurance has been quite low. To change this situation, we are actively engaged in education, transparency and empowerment by expanding access to insurance and building a more cooperative ecosystem. Ten years after our humble beginnings, we are happy to be positioned as the leading company under intermediate activity in insurance, and we are happy to have built excellent co-operation with the Kosovo Central Bank, Raiffeisen Bank, Raiffeisen Leasing, insurance companies and, above all, our clients. This cooperation strengthens us every day in our mission to serve with professionalism and dedication.

Given the large number of insurance companies operating in Kosovo, what are the priorities of co-operation with a broker like Raiffeisen Insurance? What Value Do You Offer Your Customers?

As an experienced broker in the insurance industry, we lead our clients throughout the process: from selecting the most appropriate police, to supporting the times when it needs more. One of the main priorities of co-operation with Raiffeisen Insurance Broker lies in our ability to co-operate with certain insurance companies, which enables us to negotiate competitive conditions and offer personal solutions, tailored to each client's specific needs.

This collaboration with many companies guarantees higher efficiency at cost, professional consultation and time savings for our clients. One of the most valuable aspects of our ministry is support during the treatment process. We act as representatives of our clients, protecting their interests and making sure that their rights are respected.

For years, the security industry in Kosovo has faced challenges. However, some argue that the pandemic COVID-19 marked a turning point, especially in increasing awareness of life and health insurance. What is your opinion about the changes in industry since then, and what role has Raiffeisen Insurance played in this transformation?

You are right, because in a market like this of Kosovo, where awareness of insurance remains relatively low, the COVID-19 pandemic served as an important turning point in educating the population of the importance of insurance. During this period, insurance companies played an important role in ensuring full coverage of all medical expenses related to COVID-19. Life insurance providers also fulfilled their commitments, further strengthening public confidence. This proactive approach contributed significantly to increased awareness of the value of health and vital insurance. During the peak of the pandemic, unfortunately some of our clients with the life insurance policy of Crediters lost their lives. But insurance companies addressed the requirements for professionally and sympathetic compensation a response appreciated by the families of the assured.

As part of Raiffeisen Group, we continue to be strongly committed to the care of the client, not only by offering additional value but continually contributing to promotion of insurance importance, not only in financial terms but also in social terms.

Digital transformation has changed the way services are offered in many industries. What steps are Raiffeisen Insurance Broker taking to digitise her services and improve client experience?

The insurance industry in Kosovo is still in the early stages of digital transformation. However, it is clear that digitalization is not just a trend but a necessity for long-term stability and improvement in client experience.

Realizing this, in October 2024 we took an important step forward by launching our digital shopping platform “end-to-end”, which includes integrated treatment of compensation requirements. This platform allows customers to have easy access and to compare competitive insurance products, providing an ongoing and efficient journey from police selection to resolving compensation requirements. We're constantly working to further enrich this platform.

I believe the security industry in Kosovo should strategically lead the sale of mandatory products such as securing vehicles towards fully digital channels. This would free the sales teams to focus more on promoting voluntary products and those of added value, where education, custom consultation and commitment to client are key. Such change will not only increase operational efficiency, but also foster real development and innovation in the sector.

Finally, what are your main goals for the future regarding growth, innovation and the role Raiffeisen Insurance played in Kosovo's developing insurance market?

We remain committed to advancing education and awareness of security throughout the market. As part of this effort, we aim to encourage insurance companies to develop more personal and innovative solutions, such as integrated insurance patterns (ededed insulin), which can help enhance access to voluntary products. This approach not only responds to customer expectations, which are far more demanding of their (minimising) risk requirements, but also plays an essential role in promoting sustainable growth within the insurance sector.