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Why Customers Trust Bueno for Digital Insurance | Felix Hughes, Director at Bueno
Felix Hughes from Bueno explained how the company chose its insurance partners and why that decision plays such a crucial role in their broader mission to deliver accessible, high-value financial services.
Initially, Hughes shared that Bueno approached a globally recognized insurance provider, a name anyone would know but despite the company’s size and reputation, its customer service process was outdated and inflexible. Claims could only be handled over the phone, and support was only available in Spanish. For Hughes and the Bueno team, this was an immediate red flag and realized that even well-known players often fall short when it comes to real user needs.
Instead, Bueno sought out insurance partners that could deliver on four key criteria: simplicity, convenience, value, and crucially, multilingual support. Hughes described this as a “white glove” experience, where the service feels seamless and tailored to the customer.
What makes Bueno different is their fully digital, in-app insurance solution. Everything, including submitting a claim, can be done within the app. For example, if a customer needs to file a claim, they can do so simply by taking a photo. It’s a completely digital process, backed by human support in multiple languages and removes a major friction point for non-Spanish speakers.
Hughes also pointed out the limitations of traditional banks in Spain when it comes to insurance. While a bank might help you purchase a policy, the odds of making a successful claim, if you don’t speak fluent Spanish, are slim. And to make matters worse, the same policy purchased through a bank can cost up to 100% more than buying online. With Bueno, users save money and receive a service that’s genuinely built around them.
Across all their offerings, Bueno aims to remove unnecessary complexity and cost, delivering a more modern, inclusive experience. As Hughes put it, they’re not just digitizing old processes, they’re rethinking them from the ground up.
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