Together with Nobly, SpareBank 1 Forsikring is implementing a future-proof solution that streamlines case processing, automates manual processes and gives customers a better digital experience.
SpareBank 1 Forsikring is Norway’s fastest-growing insurance company and has the industry’s most satisfied customers. The company combines many years of experience in insurance and pensions with modern solutions and is a trusted partner for both private and business customers.
When SpareBank 1 Forsikring was separated from the larger insurance group Fremtind in 2019, the need arose for its own IT solutions. The existing case processing system was only to be developed further on a limited basis, and they needed a new system that could support future business needs.
”After the demerger, we found ourselves in a situation where we had to find our own solutions. The case processing system we had was technically outdated — and we needed something more future-proof,” says Hanne Broen, Head of Customer Deliveries at SpareBank 1 Forsikring.
In connection with the demerger, the company adopted OnBase as an archive and subsequently chose to extend its use to also cover case processing — creating strong synergies. Hanne Broen explains that they wanted a solution that “could provide better decision support, simplification of processes and digital retrieval of information from third parties such as NAV and the Norwegian Tax Administration.”
Together with Nobly, SpareBank 1 Forsikring adopted OnBase as the technical platform for their new case processing system. Today the solution covers, among other things:
The platform is tightly integrated with the company’s own customer portals. Where processes were previously dominated by paper, manual scanning and long response times, customers can now simply log in and give digital consent — after which the solution automatically retrieves the necessary documentation.
Many cases are ready for processing the same day the customer submits the claim. What previously took weeks due to waiting for documents now takes just a few hours.
— Fredrik Rygge, Head of the Disbursement Department, SpareBank 1 Forsikring
One of the most significant improvements is the integration with NAV — the Norwegian Labour and Welfare Administration. Previously, customers had to wait for decisions, gather documentation themselves and send it manually to SpareBank 1 Forsikring. Now the customer simply gives digital consent, and the solution retrieves the information directly from NAV.
”NAV holds most of the information about the decisions. Before, we often had to send letters and wait — now we retrieve it directly with a few keystrokes,” explains Fredrik. “It’s a huge time saving. Many cases are ready for processing the moment the customer submits the claim — without us having to wait for more information,” he says.
Since the integration was launched in January 2025, SpareBank 1 Forsikring has processed nearly 1,500 cases through the solution.
With the new solution, SpareBank 1 Forsikring has not only streamlined operations — they have also developed a more modern and user-friendly digital experience for customers. During development, customers were directly involved to ensure the solution reflects real needs and behaviour.
”We didn’t just want to streamline things internally, but also to create a better customer experience. Today, customers have access to decisions and documentation straight away. It is both safer and more user-friendly,” says Hanne.
The solution also contributes to time savings internally. Where case handlers previously had to close cases manually if the customer did not respond, such cases are now closed automatically.
”Previously we had to manually close all cases where the customer never responded. Now it happens automatically in OnBase. That saves us a lot of time,” says Fredrik.
With the entire case processing platform consolidated in OnBase, SpareBank 1 Forsikring sees great potential for further automation and efficiency gains.
”We firmly believe this will help us with time, quality and efficiency — but also deliver a better customer experience. That is crucial for our continued digitalisation,” concludes Hanne Broen.
The project is not just a technology project but a strategic investment for SpareBank 1 Forsikring — and the partnership with Nobly is a key factor in this development. Nobly’s team has been closely involved from the start and has contributed both technical insight and solid business understanding.
The task was challenging for both parties at the start of the collaboration, but it has been important for us to have a partner that is able to understand both the technical and the regulatory landscape we operate in. That gives us confidence.
— Hanne Broen, Head of Customer Deliveries, SpareBank 1 Forsikring
At Nobly, we are proud to contribute to a better customer experience and efficient case processing — and we look forward to delivering even more solutions together.
