Marc Lampe, Founder, Miss Moneypenny Technology

It’s a crisp autumn evening in Rome. Laura taps her phone to pay for a train ticket and flips through her digital boarding passes and coffee loyalty cards. She doesn't think twice about the technology; it’s become muscle memory. She is one of roughly 4.3 billion people who used a digital wallet in 2024. That figure is expected to grow to 5.8 billion by 2029, with global wallet transactions soaring from US$10 trillion in 2024 to more than US$17 trillion by 2029. In Europe, wallets already account for 14% of point‑of‑sale payments, a share projected to reach 27% by 2030, and they handle about a third of online purchases, expected to climb to nearly 46%. For millions of consumers, physical wallets are relics.

But when Laura tries to find her car insurance details after a fender‑bender, she’s forced to rifle through emails. Insurers, unlike retailers and ride‑hailing apps, have been slow to meet customers in their digital lives. A survey of financial‑services executives suggests that 81% now view embedding insurance into everyday financial journeys as essential. Nearly three‑quarters say such integration builds trust, and 56 % of consumers would buy more coverage if insurance were seamlessly woven into products they already use. The business case is compelling: research indicates that a company with US$1 billion in annual revenue can gain about US$700 million in incremental revenue within three years by investing in customer experience. Yet many insurers still rely on paper cards, portals and call centres, missing opportunities to engage policyholders.

Miss Moneypenny Technologies wants to bridge that gap with its Customer Experience Activation Fabric. The idea is simple: instead of trying to coax customers into downloading another app, meet them inside the digital wallets they already use.

I think that “Wallets are the new battleground for customer loyalty. If insurers want to remain relevant, they must show up in the digital spaces where people live, shop, and travel.” My team began by turning a standard wallet pass into an interactive ID card; the Activation Fabric expands that concept into a full‑fledged, context‑aware service layer.

When a policyholder adds a digital insurance card, it becomes a living document. Carriers can send personalised notifications directly to the lock screen—storm alerts, renewal reminders or prompts to complete a risk‑reduction course—without requiring the customer to open an app or remember a password. Customers can respond by uploading documents, updating details or purchasing add‑ons with a tap. Because the card lives within Apple Wallet or Google Wallet, it benefits from native biometric security.

Early performance data underscores why this approach resonates. Download conversion rates range from 60% to 80%, far exceeding typical app adoption rates. More than 90 % of users keep their card throughout the policy period, and 80% say they would recommend the experience. For carriers, digital cards reduce process costs by over 90% and cut redundant call‑centre interactions by around 85 %. Those savings free up the budget to improve coverage and customer service.

Real‑world deployments show how wallets can weave insurance into daily life. One of our partners, Zurich Insurance, uses Miss Moneypenny’s platform to issue digital insurance cards across multiple business units, offering policyholders instant access to their details and push‑notification reminders. Car‑rental firm SIXT integrates loyalty cards into wallet passes. Miss Moneypenny has seen other clients trigger travel‑delay coverage notifications, geofenced claims checklists and even birthday messages. Each micro‑engagement builds familiarity and trust without bombarding the user.

The Activation Fabric doesn't just send messages; it connects front‑end passes to back‑end systems and existing channels and services in the ecosystem. Secure APIs link the wallet to policy records, claims platforms, and payment rails, so updates flow both ways. If a claim is approved, the card's status updates instantly. Time or location triggers can surface the right offer at the right moment—say, a discounted travel policy after detecting a flight booking. 

I believe that “We call it a fabric because it stitches together the insurer’s systems and the customer’s digital life. This, to my mind, allows insurers to deliver human‑centred service without asking people to change their behaviour.”

For ABC Money’s predominantly 25–34‑year‑old audience, this development is timely. Younger consumers often leave home with only their phone; they're unlikely to download a dedicated insurance app but will open their digital wallet several times a day. Embedding insurance into that routine helps policies feel less like contracts and more like services. It also levels the playing field for smaller managing general agents (MGAs) and insurers with limited tech budgets: a wallet‑based card can be deployed quickly without a costly app project, giving them a direct line to customers.

Beyond engagement, the Activation Fabric can help insurers cross‑sell and retain clients. Suppose a customer receives a geofenced notification that their car’s MOT is due and is offered a discounted extended warranty. Because the offer comes from a familiar card at the moment of need, the conversion feels natural, not intrusive. Over time, this continuous presence reduces churn. When renewal time comes, policyholders are less likely to shop around if their insurer has been a helpful part of their digital routine.

Insurance has long lagged behind retail in digital transformation, but that gap is closing. The same forces that pushed 4.3 billion people to adopt digital wallets are reshaping expectations for every industry. “The future of insurance isn’t another app,” Bojic says. “It’s being there when customers need us, on their terms.” As wallets become the connective tissue of commerce, insurers that weave a Customer Experience Activation Fabric now can differentiate themselves, capture new revenue, and finally turn dormant policies into active relationships. In a market where customer experience is directly tied to growth and profitability, meeting policyholders in their pocket is more than a convenient feature—it’s an imperative.

FAQ

What is Wallet Studio, in simple terms?
Wallet Studio is Miss Moneypenny Technologies’ platform for creating digital wallet passes that let brands deliver timely, user-centric experiences inside Apple Wallet and Google Wallet, rather than relying only on email, portals or standalone apps.  

Do customers need to download a separate app?
No. That is part of the appeal. The idea is to use the digital wallets customers already open every day, which lowers friction and makes the experience easier to adopt.  

What can insurers actually do with a wallet pass?
A wallet pass can become a live customer touchpoint. It can surface policy information, send reminders, support updates, and create timely moments for service or offers, all in a format that feels more immediate than email and more convenient than a portal.

Is this only relevant for large insurers?
Not necessarily. One of the more interesting aspects of the model is that it can give smaller insurers and MGAs a direct digital channel without the cost and complexity of building and maintaining a full app from scratch. Wallet Studio also positions itself as easy to launch, with plug-and-play and no-code options for certain use cases.  

How does Wallet Studio fit into existing systems?
According to the company, the platform is designed to connect wallet passes with existing apps, websites, portals and back-end systems through APIs, so insurers can add wallet-based engagement without replacing everything around it.  

What about security and compliance?
Wallet Studio says its infrastructure is Germany-based and built to meet DSGVO and ISO 27001 standards, with enterprise-grade security and data protection in mind.  

Why does this matter now?
Because customer expectations have already changed. People are used to having tickets, loyalty cards and payment tools in one place on their phone. Insurance has an opportunity to become part of that everyday digital rhythm instead of sitting outside it.

As digital wallets become a more natural part of daily life, insurers have a choice: remain tucked away in inboxes and portals, or become visible when customers actually need them. Miss Moneypenny Technologies is betting on the second path. To explore how Wallet Studio could help turn policies into active digital relationships, get in touch with the team.