Marco Hasler spent years as an insurance broker at another firm before going independent. He brought more than 500 clients with him. The problem: every existing authorization was tied to his former employer, not to him personally. Legally, he could not act for a single client without a new signed authorization from each one. His goal from day one was concrete: onboard hundreds of clients in a short window and collect a fresh authorization from every single one, without making hundreds of individual phone calls. In his own words, he wanted exactly one thing: a link. Send it to the client. The client clicks, enters their details, signs digitally. Done. No printing, no scanning, no chasing hundreds of people at once.

An insurance broker is liable when a policy lapses without warning and the client is not notified. Every expiry date, every cancellation deadline had to be documented and tracked. Hundreds of contracts, from the very first day. Then there were the forms. About 20 recurring documents in the broker business: authorizations, risk assessments, cancellation notices, and more. Each one, filled out by hand, was an endless task. Marco faced a direct decision: hire a full-time employee at roughly €50,000 a year, or build a system that handles the work. He chose the system. And he brought his link idea to kwapso.

"Without this app, my business would barely be possible."

Before a single feature was built, the work was about understanding every step behind that one click. Not just the idea. Every step. At that point, the kwapso team had no prior experience in the insurance broker industry. That is part of how every new engagement starts: get familiar with the industry, learn the vocabulary, understand the standard benchmarks. It makes the process mapping that follows cleaner for both sides. The team mapped the entire flow, at that stage still in Figma, from the first client contact through to the signed authorization. Every necessary automation was written out individually before anything was built. From that work came the real diagnosis: client data, contracts, documents, and claims first needed to be cleanly connected to each other before anything could be automated. If you are not entirely sure where your most important client data lives today, that is not unusual among brokers.

The Figma maps and automation list became a technical solution for the original problem: client onboarding. Airtable ran as the database in the background; Glide handled Marco's front-end interface. It worked. But the interface was too slow for a broker's daily reality. Instead of keeping what was already running and patching it, the team rebuilt the entire data structure from scratch. That was not a small decision. It meant rethinking a live process from the beginning. Marco gave the project the time it needed rather than insisting on the faster, first version. For the automations themselves, the team followed a clear sequence. First, eliminate what could be removed entirely: the manual gathering and scanning of every authorization. Then simplify what remained: reduce the roughly 20 recurring forms to digital templates with auto-filled fields. Only then automate: sending to insurers, reminders, tracking.

Today, every new client relationship starts with a link. Marco sends it via WhatsApp or email. The client enters their own details, signs the authorization digitally with full legal standing, and everything lands automatically in the right client profile. Once a client's existing policies are on record, one click is enough. The system automatically sends an email to each affected insurer with the signed authorization attached, and follows up after seven and fourteen days if no response comes. Claims follow the same principle: submitted digitally, forwarded to the insurer with one click, tracked automatically. Cancellations and policy changes work the same way. Enter the reason and the date; the system handles the rest, including the letter, the send, and the reminder.

"Whether I'm on the road or in the office, I always have access to everything I need."

Once onboarding was running, the next natural question emerged: where does he manage his clients now? From the pure onboarding tool, a full client management system grew, without it being planned from the start. Because a broker with hundreds of clients needs one place where everything connects. Over the following two years, the system became more automated and more comprehensive with each sprint, always along the same logic: a recurring manual step becomes visible, a sprint resolves it, the system stabilizes, the next bottleneck appears. kwapso grew alongside Marco. Today, eight people at the Confia office work with the same system, managing nearly twice as many clients as at the start. This work became the foundation for MAKLAR, kwapso's own platform for insurance brokers in Austria, developed in partnership with Confia Solutions.

An internal analysis of the automations at Confia Solutions shows that, together, the digital processes have saved roughly €88,892 and 1,287.8 hours of manual work to date.

The digital authorization process alone, the original trigger for the entire project, has been run 945 times since launch, saving approximately €38,981 and more than 519 hours.

"You delivered on my requirements perfectly and the communication was excellent throughout."

— Marco Hasler, Founder, Confia Solutions ·

- Onboarding Automation: replaces the manual drafting, sending, and tracking of every individual authorization. ‍

- External Policy Requests: replaces individual emails to each insurer per client.

- Claims Processing: replaces the phone-based notification and manual forwarding to the insurer.

- Cancellations & Policy Changes: replaces manually writing cancellation letters and chasing follow-ups.

- Automated Tasks & Reminders: replaces keeping deadlines and expiry dates in your head.

- Client Portal: replaces the phone call asking about the current status of a policy. kundenportal.confia.at

These modules are now part of MAKLAR, kwapso's own platform for insurance brokers in Austria, developed in partnership with Confia Solutions.

Facing a similar decision between hiring and building a system that grows with you? Book a structured intro call.