Insurance is not failing because it lacks technology. It fails when customers cannot access help at the exact moment they need it.In this episode of Scouting for Growth, Sabine VanderLinden speaks with Marc Lampe, Co-founder and CEO of Miss Moneypenny Technologies, and Ernesto Suarez, Founder and CEO of Gigasure, about why wallet-native insurance could become one of the industry’s most practical customer experience innovations.Marc’s company powers Wallet Studio, a digital wallet platform trusted by brands including Zurich, ERGO, and SIXT. Ernesto is building Gigasure, a digital-first travel MGA designed for customers who expect instant, mobile-first service with minimal friction.Together they created the GigaCard—a digital insurance wallet card that gives customers immediate access to policy details, claims, emergency contacts, travel notifications, and future personalised services. The early results are compelling. Within four months, nearly 60% of customers had added the GigaCard to their mobile wallet, with more than 50,000 cards issued. Ernesto also shares Censuswide research showing that 88% of customers struggle to find their insurance documents when they need to make a claim.That insight exposes one of insurance’s biggest customer experience gaps.Too often, customers must search for emails, locate PDFs, find claims numbers, repeat information, and wait for assistance—precisely when they are already stressed. Travel insurance makes this challenge even more visible because claims often happen during delayed flights, lost baggage, medical emergencies, or unexpected disruption abroad.Marc argues that a digital wallet is far more than a document repository. It becomes a real-time engagement layer that can serve as:* Instant policy access* A seamless claims entry point* Real-time travel notifications* Parametric claims triggers* Renewal reminders* Location-aware customer services* Future instant payment capabilitiesGigasure is already extending this vision through app-based travel insurance and parametric products. Customers experiencing qualifying flight delays can automatically receive compensation or airport lounge access, while delayed baggage claims can trigger rapid payments after airline verification.The discussion also explores what this means for insurers. Customer experience is no longer owned by a single department—it requires orchestrating product, claims, service, payments, compliance, and communications around the customer. Founder-led organisations demonstrate how this can be implemented quickly, while larger insurers must rethink legacy operating models to deliver comparable agility.As AI-native and wallet-native experiences become mainstream, both Marc and Ernesto stress that convenience must be balanced with governance, transparency, customer consent, and trust.This episode is essential listening for insurance executives, Chief Customer Officers, Chief Claims Officers, MGA founders, InsurTech leaders, embedded insurance innovators, and anyone redesigning digital customer experiences.The future of insurance may not be another app. It may simply be making protection instantly available in the one place customers already reach for first—their digital wallet.