Línea Directa upgrades its app and website to provide a more advanced digital experience for customers

• The company has incorporated a clear and intuitive design into its digital assets, streamlining and simplifying all insurance-related processes.
• Línea Directa’s 3.7 million customers can manage their policies digitally, purchase products, file and track claims, request roadside assistance, access telemedicine and veterinary services, as well as the Por SER benefits programme, among other features.
• With this technological evolution, the company strengthens its digital leadership in the insurance sector: 92% of its customers already use digital channels to interact with the insurer, and one in every ten policies is sold through the app and the website.

Madrid, 22 April 2026. Línea Directa Aseguradora takes another step forward in the evolution of its digital channels with the aim of delivering a more agile, comprehensive and personalised user experience. To this end, the company has completely revamped its mobile app and the Customer Area of its website, making it easier for policyholders to manage their insurance digitally. This technological upgrade includes a new design and a reorganisation of all the transactions customers can carry out in relation to their insurance through these channels.

The most visible change is the new design, which has been unified across the website Customer Area and the mobile app, both on Android and iPhone devices. In addition to updated colours and typography, the company has simplified navigation to make information searches and key transactions quicker and more intuitive.

Specifically, the insurance portfolio has adopted a customer centric, multi product view, with horizontal navigation across contracted policies (car, motorbike, home, health, pets, personal mobility and commercial insurance), significantly enhancing the user experience. In addition, the most common and relevant actions are now given priority placement, with differentiated quick-access links organised by relevance, alongside other innovations in the options menus.

Línea Directa’s new digital assets have been redesigned under a mobile first approach, reflecting the fact that 94% of the company’s digital customers already access the Customer Area via their mobile phones. Through the app and the website, the company’s 3.7 million policyholders can view and manage their policies, bills and payment methods, purchase new products, file and track claims, request roadside assistance, access telemedicine and veterinary services, as well as Línea Directa’s Por SER benefits programme and other promotions, among many other features.

Artificial Intelligence at the core of operations and service

The new version of both channels also places a strong emphasis on more agile communication with policyholders, through a new alerts system and a notifications inbox. Of particular note is the chat function, which combines the immediacy of Artificial Intelligence (AI) with the expertise of the company’s agents to support customers at all times, enabling questions to be answered and transactions completed in real time.

In this regard, and thanks to the large scale deployment of AI at the core of operations and service, in 2025 this technology already enabled the automatic resolution of 65% of the 2 million queries handled by the chat.

Boosting 100% digital sales

Línea Directa’s digital channels also facilitate fully autonomous, end to end digital insurance purchasing, without leaving the app or the website and in just a few steps. As a result, the company currently sells nearly 10% of its new policies entirely online.

Furthermore, in line with the company’s commitment to universal accessibility and its sustainability strategy, this redesign has been carried out in accordance with accessible design guidelines. As a result, all of the company’s digital assets ensure inclusive navigation for all users.

With this technological evolution, Línea Directa consolidates its digital leadership in the insurance sector, underpinned by the high levels of use of its digital channels. Currently, 92% of customers use the company’s app and website, and Línea Directa records 28 million digital interactions per year—almost three times the number of phone calls it handles.

According to Marián Gómez, Mamaging Director of Transformation at Línea Directa Aseguradora, “Línea Directa’s new app and website represent an evolution in the way we engage with our policyholders, through an increasingly comprehensive, agile and personalised digital experience. In doing so, we continue to advance in our purpose of making people’s relationship with insurance easier by putting at their disposal everything that technology allows us to do today.”