Multiasistencia

What Multiasistencia does

Multiasistencia is a Spain-based (Madrid-headquartered) provider of end-to-end home insurance claims management and related home assistance services, founded in 1983 and operating as a subsidiary of Allianz Partners since 2018. The company serves insurance companies, banking-insurance (banc-assurance) firms, and utilities, managing over 1,360,000 home services in 2024 and operating a meritocratic network of 1,200+ independent repairers across Spain. Its primary commercial proposition is replacing the traditional indemnification model with a fully digitized, repairer-coordinated alternative that delivers quantified outcomes including >15% claims cost reduction, +15 percentage point customer experience improvement, 50% fewer second calls, and up to 30% retention gains through loyalty programs.

The core technology stack is the proprietary SysteMA platform, refreshed in 2015 for multi-channel access (telephone, WhatsApp, SMS, WebApp), supplemented by the Digital Solutions SaaS platform (launched 2017) and the Macarena voicebot (launched 2019). AI capabilities are deeply embedded in the workflow: computer vision performs automated damage assessment from photos and videos (tele-peritage); NLP drives chatbot and voicebot interactions; predictive models power instant digital compensation; and anomaly detection audits repairer invoices and flags fraud. Dynamic rule engines verify coverage in approximately four seconds and route cases to the optimal repairer based on urgency, workload, and quality rating.

Multiasistencia generates revenue through a mix of managed services (full BPO claims handling and home assistance), subscription/recurring SaaS for the Digital Solutions platform, and professional services for bespoke customer loyalty programs. GTM is enterprise field sales to insurers, banks, and utilities in Spain, with international distribution enabled through the Allianz Partners channel. Pricing is not publicly disclosed; engagements are modular and tailored to each client ("B-Partner" model). The company has 1,000+ employees with a workforce profile skewed female (67%), mature (average age 41), and long-tenured (average 12 years), reflecting the stable, mature nature of the underlying business.

Name

Multiasistencia

Legal name

AP SOLUTIONS GMBH SUCURSAL EN ESPAÑA

Website

https://multiasistencia.com

Company type

Private

Founded year

1983

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Multiasistencia provides end-to-end home insurance claims management and home assistance services in Spain, using its proprietary SysteMA platform with AI-driven damage evaluation, voicebot, and a 1,200+ repairer network to serve insurers, banks, and utilities.

Ownership category

akta.pro rank

Headquarters

HQ city

Três Marias

HQ country

Brazil

HQ region

Latin America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Supply Chain, Infrastructure

Revenue model

1. BPO Services (Business Process Outsourcing): Full-service claims management outsourced to Multiasistencia, covering notification, coverage verification, damage assessment, repair coordination, and compensation. Delivered as an integrated service with quality, efficiency, and cost control guarantees.
2. SaaS Technology Solutions: Modular digital platform offered as a self-service solution (SaaS) to insurers and banking-assurance companies. Clients access the platform to manage claims processes using Multiasistencia's technology independently.
3. Customer Loyalty Programs: Design, construction, and operation of loyalty programs for large collectives, providing differential and exclusive value to insured products. End-to-end programs including database segmentation, conceptualization, service operation, and experience management.
4. Home Assistance Services: Prevention and maintenance services including plumbing assistance, IT assistance, home care, pet assistance, appliance repair, boiler maintenance, energy efficiency, and legal assistance.

Go-to-market motion2 records

Distribution channels4 records

Marketing channels1 record

Core offering

Multiasistencia provides end-to-end home insurance claims management services delivered either as a fully managed BPO engagement or as a modular SaaS platform. Its SysteMA platform integrates digital contracts, AI-based damage evaluation, chatbot and voicebot interfaces, dynamic rule engines, predictive models, and a gamified network of 1,200+ independent repairers to automate the entire claim lifecycle from notification through repair or instant compensation. The company also offers customer loyalty programs and home assistance services such as plumbing, IT support, home care, appliance repair, and legal assistance.

Product overview

Multiasistencia operates as a comprehensive home insurance claims management ecosystem centered on its SysteMA platform and Digital Solutions offerings. The core product is the Gestión Integral del Siniestro de Hogar (End-to-End Home Claims Management), which differentiates through complete process digitization using proprietary AI tools including the Macarena Voicebot, Chatbot, and Selfcare Portal for multi-channel claims handling (telephone, WhatsApp, SMS, WebApp). Supporting modules include Digital Contracts for 4-second coverage verification, Intelligent Damage Evaluation using computer vision, a meritorious repairer network with gamified assignment, and Instant Digital Compensation for express settlements. The company also offers Customer Loyalty Programs as value-added services. The platform supports both SaaS and BPO deployment models for insurers, banking, and utilities sectors.

Differentiator

Problem solved

Functional benefit

Brands

• Digital Solutions: Technology platform launched in 2017 providing self-manageable digital solutions for insurers to improve the claim management process.
• Macarena

Products and services

• End-to-End Home Claims Management (Gestión Integral del Siniestro de Hogar) End-to-end BPO service covering the full home insurance claim lifecycle: notification, digital coverage verification, AI-based damage assessment, assignment of qualified repairers from a national network, and either repair coordination or instant digital compensation. Delivered to insurance carriers and bank-assurance clients on a managed-services basis.
• SysteMA Platform Proprietary core technology platform that orchestrates claims processing with 100% digitalized operations, multi-channel access (telephone, WhatsApp, SMS, WebApp), automated coverage verification, dynamic rule processing, and real-time decision-making based on predictive models. Used internally to deliver BPO services and embedded in the Digital Solutions SaaS offering.
• Digital Solutions (SaaS Platform) Self-service SaaS platform providing insurers with customizable digital modules to manage claims processes using Multiasistencia technology independently. Offered on a modular subscription basis for insurers that prefer self-management over full BPO.
• Customer Loyalty Programs Bespoke loyalty program design, construction, and operation for large collectives, covering database segmentation, conceptualization, service operation, and experience management. Bundles services such as home repairs, IT assistance, home care, pet assistance, appliance repair, boiler maintenance, energy efficiency, and legal assistance.
• Home Assistance Services Prevention and maintenance services delivered to households via Multiasistencia's network of 1,200+ independent providers, covering plumbing assistance, IT assistance, home care, pet assistance, appliance repair, boiler maintenance, energy efficiency, and legal assistance. Sold to insurance carriers, banks, and utilities as part of customer value propositions.

Quantifiable outcome

• +15pp customer experience improvement
• +4 more outcomes

Named customers3 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability10 records

Feature11 records

Partnerships

Six partnerships are on record, tiered flagship and minor.

• Allianz Partners (Grupo Allianz)flagshipStrategic or Co-development Partner · 1 January 2018In 2018, Multiasistencia passed to form part of the Grupo Allianz, specifically under Allianz Partners. This ownership enables the company to drive its repairer-focused model internationally and leverage the global Allianz network for distribution. The legal entity AP SOLUTIONS GMBH SUCURSAL EN ESPAÑA is part of the Allianz group. Allianz Technologies SE hosts the company's website infrastructure in Munich, Germany.
• Fundación Más FamiliaminorOthersMultiasistencia renews annually the EFR (Empresa Familiarmente Responsable) certification granted by Fundación Más Familia, recognizing the company's commitment to work-life balance and equal opportunities.
• EDGE (Economic Dividends for Gender Equality)minorOthersMultiasistencia holds EDGE certification for gender equality, recognizing policies around gender parity, pay equity, and inclusive corporate culture.
• Fundación IntegraminorOthersMultiasistencia collaborates with Fundación Integra to hire people at risk of social exclusion, having incorporated over 100 vulnerable individuals (victims of gender-based violence or people with disabilities) into its workforce.
• Fundación INCCOminorOthersListed as a partner foundation contributing to social integration and community welfare alongside Multiasistencia's RSC initiatives.
• Fundación DogPointminorOthersListed as a partner foundation in Multiasistencia's RSC initiatives, focused on social welfare and community engagement.

Scale indicators9 records

Recent moves8 records

Expansion highlights5 records

Direct peers

• Crawford & Company: One of the world's largest independent claims management and adjustment firms, offering end-to-end claims handling across multiple lines of business including property. Directly comparable to Multiasistencia in the BPO-style claims administration value proposition, though at much greater global scale.
• Sedgwick: Global provider of claims management, loss adjusting, and productivity solutions to insurers and corporations. Directly comparable to Multiasistencia's core home/property claims BPO offering, with a similar model of combining technology platforms with a managed service delivery layer.
• Davies Group: Insurance and financial services operations specialist providing claims handling, complaints management, and consulting to insurers and brokers. Directly comparable business model to Multiasistencia's BPO claims administration with adjacent technology platform capabilities.
• ICAB International: Specialized third-party claims administration firm handling complex property, casualty, and specialty claims for insurers. Comparable as a focused claims TPA peer to Multiasistencia's BPO claims administration model, though with different geographic and line-of-business mix.

Broad incumbents

• Charles Taylor: Established global insurance support services group offering claims management, adjusting, and TPA services across multiple lines and geographies. Comparable as a broad incumbent in the insurance services BPO space, with overlapping claims administration capabilities though broader scope than Multiasistencia's home-focused model.
• Allianz Partners (parent): The parent organization and largest channel for Multiasistencia. Allianz Partners itself is a global assistance and insurance services provider with in-house claims capabilities across many lines — comparable as both parent and partial substitute/insourcing risk to Multiasistencia's claims BPO.
• AXA Assistance / AXA Claims Services: Global assistance and claims services arm of AXA, providing home, travel, and motor assistance plus claims management. Comparable as a broad incumbent with in-house claims handling capabilities that compete with — and could substitute for — Multiasistencia's outsourced claims BPO services.

Emerging players

• Tractable: AI-driven computer vision company that automates damage assessment for auto and property insurance claims. Comparable as an emerging technology competitor in AI-based claims automation, addressing the same workflow that Multiasistencia's SysteMA and tele-peritage modules target, though Tractable is software-only and does not run claims BPO itself.
• ControlExpert: Digital claims management platform focused on automotive and property claims using AI and automation. Comparable to Multiasistencia's automation-first claims approach and overlapping customer base of European insurers, though primarily automotive-focused.
• Snapsheet: Cloud-based claims management platform for auto and property insurers offering virtual appraisals and workflow automation. Comparable technology positioning to Multiasistencia's SaaS Digital Solutions offering, targeting similar insurer customers with a software-led (rather than BPO-led) model.

Market position

Strengths1 record

Weaknesses1 record

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/multiasistencia

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Multiasistencia