The use of digital certificate gains practical relevance with the insurance lawBecause Law No. 15.040/2024 organizes the formation, execution, and termination of contracts in a clearer and more demonstrable way. For insurance companies, this requires reviewing each stage of the digital journey, from the proposal to the compensation, so that statements, documents, and decisions are understandable and verifiable. Technology begins to support legal certainty, traceability, and operational efficiency.
Summary
- The new law establishes greater clarity for proposals, acceptance, policies, notifications, claims, and compensation.
- Digital journeys must document authorship, integrity, date, content presented, and proof of receipt.
- Legal, compliance, customer service, and technology departments must share rules, events, and responsibilities.
- Operational indicators help measure deadlines, proof of communication, rework, and decision quality.
Quick facts
- According to Susep, the Insurance Inquiry System It allows you to view policies and certificates linked to your CPF (Brazilian taxpayer ID), with data originating from the Operations Registration System.
- According to the ANPD, even small data protection agents must maintain treatment records and adopt administrative and technical security measures.
- According to Susep, the supervised sector It collected R$ 36,17 billion in January 2026, while indemnities, benefits, redemptions and raffles totaled R$ 21,71 billion.
Effects of insurance law on the digital journey
The review should begin by mapping the entire contract lifecycle, not just the signature screen. Each transition needs to have a business rule, an responsible party, a deadline, and associated evidence. The flow of a digital contract It should show which version was presented, what information was available, how the customer identified themselves, and when their complaint was registered. This sequence of events allows for reconstructing the experience without relying on isolated reports or scattered files.
| Stage | Recommended digital control | Main KPI |
|---|---|---|
| Proposal | Version, date, coverage, exclusions and data provided. | Filling time |
| Oil | Identity, consent, and registration of the expression of opinion. | Acceptance deadline |
| Policy | Issuance linked to accepted proposal. | Issue time |
| Notificação | Content, channel, sending and receiving verified. | Proof fee |
| Billing | Due date, notice, late payment charges, and regularization. | Recovery within the deadline |
| Left | Protocol, documents, analysis and justified pending issues. | Analysis SLA |
| Indemnity | Decision, calculation, authorization, and payment. | Settlement period |
Proposal, acceptance and issuance of the policy
The proposal must present understandable information and maintain a durable version of the offered content. The insurer generally has 25 days to reject the proposal and, after acceptance, must deliver supporting documentation within 30 days. Upon acceptance, usability must be combined with authentication consistent with the risk. electronic signature platform It can record identifiers, date, time, and final document.
Notifications, billing, and contract termination.
According to Câmara dos DeputadosNotifications related to late payment and contract termination must use a suitable means that allows proof of receipt by the insured party. It is not enough to simply record that a message left the system. The evidence must include the recipient, content, channel, date, attempt, delivery, and any interaction, preserving the history even when the client changes their phone number or email address.
In debt collection, automation can schedule reminders and escalations, but the rules need to respect deadlines and avoid contradictory messages. process workflow A well-defined process separates preventive notice, default notice, regularization, and resolution, with templates approved by the legal department. The central indicator is not just the number of messages sent, but rather the proportion of notifications whose receipt can be demonstrated without manual reconstruction.
Claims, analysis and compensation
The claim notification should generate an immediate protocol, and the insurer has 30 days to respond regarding coverage, except for legally justified suspensions. Once coverage is approved, the compensation must be paid within 30 days. The management of digital documents It avoids repeated requests and allows customer service, regulators, and legal teams to view the same timeline, with pending issues and decisions recorded.
Authentication, integrity and data protection
The strength of the evidence depends on the ability to demonstrate who committed the act, what document was available, and whether the file remained intact. According to the ITI's VALIDATE serviceThe tool verifies the integrity and authorship of documents with advanced or qualified electronic signatures. In the insurance company environment, this logic should be combined with... digital document authentication, access controls and proper retention.
Audit trails that explain the process.
A useful audit trail is not a repository of incomprehensible logs. It organizes events into a readable sequence, with source, time, user, action, result, and link to the document. time stamp This can reinforce the temporal reference, while hash functions help detect changes. The team should periodically test whether it can reconstruct a hiring or claim without resorting to parallel spreadsheets.
Data governance and privacy
According to guidance from ANPDOrganizations must map and record processing operations, their legal bases and purposes, and adopt technical and administrative protection measures. In insurance, this inventory should cover proposal data, risk profile, personal documents, health information when applicable, evidence of communication, and claims data. The retention policy needs to differentiate between legal obligation, defense of rights, and secure disposal.
KPIs to monitor operational adequacy
The indicators need to show both speed and quality. Reducing issuance time doesn't represent progress when it increases the correction rate. Similarly, a seemingly low claims SLA may hide repeated document requests. Management should combine metrics of deadlines, compliance, and experience, tracked by product, channel, and type of incident. digital compliance structure It helps transform recurring deviations into verifiable action plans.
| Indicator | How to measure | Warning sign |
|---|---|---|
| Acceptance deadline | From the submitted proposal to the valid statement. | Abandonment concentrated in one stage |
| Issue time | From acceptance to making the policy available | Corrections after issuance |
| Verified notifications | Demonstrable receipts for shipments made | Manual query dependency |
| Claims SLA | Time per stage and per person in charge. | Pending issues without justification |
| Rework | Cases reopened or documents requested again. | Growth by channel or product |
| Disputes | Questions regarding information, deadlines, or decisions. | Repeated reasons without correction |
A joint reading avoids decisions based on a single average. If the acceptance period decreases but disputes increase, there may be a lack of clarity. If the proven receipt rate varies between channels, the company should review suppliers, models, and registrations. Business digital transformation It produces results when it connects automation, governance, and continuous improvement, not when it simply replaces paper with screens.
Check out these related articles as well:
- Validating a digital signature requires verifying the authorship and integrity of the file.
- Digital document management organizes access, retention, and traceability.
- Legal risk can be reduced with consistent controls and evidence.
A more predictable and demonstrable digital journey.
Compliance should not be treated as a one-off change to terms and conditions. It requires redesigning events, responsibilities, integrations, and evidence throughout the contract. The best starting point is to select a high-volume journey, map current failures, and test whether each decision can be explained with accessible data. Then, the model can be replicated for other products, preserving differences in risk, channel, and audience.
By combining clear language, proportional authentication, document integrity, privacy, and metrics, the insurer transforms the insurance law In a practical way to reduce costs and improve the experience, ZapSign functions as a tool for structuring signed documents with verifiable certificates and evidence. Certificate Authority This shows how this layer can be incorporated into digital journeys.
Frequently Asked Questions (FAQ)
The answers below clarify frequently asked questions about the operational application of the new legislation in digital channels.
Law No. 15.040/2024 came into effect on December 11, 2025, one year after its publication. Since then, insurance contracts have followed the new framework, observing the rules applicable to each situation. Compliance must consider both documents and systems as well as internal procedures, training, and governance.
No. The law does not prohibit the proposal, contracting, communication, or management of claims through digital means. The central point is that the channel must be appropriate for the act and produce reliable evidence. The insurer must assess identity, clarity of information, integrity of the document, receipt of the communication, data protection, and auditability.
Not necessarily. The signature or authentication method should be chosen according to the risk, the nature of the document, legal requirements, and the ability to demonstrate authorship and integrity. Digital certificates can offer robust evidence in specific workflows, but other electronic methods may also be suitable when properly implemented and documented.
Legal, compliance, product, technology, information security, customer service, collections, and claims should all participate. Each area sees different risks and data. Joint review reduces incompatible rules, conflicting messages, and duplicate controls. It also facilitates the definition of responsibilities, deadlines, escalation criteria, and shared indicators to monitor operations.
The company must be able to present policies, document versions, acceptance records, evidence of sending and receiving, audit trails, access controls, data inventory, and indicators. The demonstration is more consistent when these elements connect to the same timeline. Insurance law favors clear processes, but the quality of the evidence depends on daily execution.
Getúlio Santos is the CEO of ZapSign, a lawyer, technology enthusiast, and entrepreneur.
