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Insurance for the New Possible

Latin America’s protection gap stems from a mix of complexity, affordability, and low trust. Marcio von Muhlen and Ignacio Sagués argue that the fix starts with radically simple products, delivered contextually inside platforms people already use. Trust is won, or lost, at the claim: fast, clear, and fair resolutions turn an invisible promise into a lived experience. Importantly, building this trust across LATAM’s diverse markets means balancing what is universal with what is local.

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Some of the insights they shared included:

In emerging and middle-income segments, product complexity acts like a toll booth: it filters out exactly the people who need protection the most.
Until now, many Brazilian consumers have seen insurance as expensive or opaque. But Nubank is now bringing quality products, no surprises, and delight across every touchpoint.
Real trust is built during the claims process. If the customer experiences speed, clarity, and fairness, the product becomes real and trustworthy.

Contextual products plus embedded placement reframes coverage from an upsell to just-in-time assistance. Relevance rises, friction falls, and pricing can be right-sized to the moment.
Having fundamental ‘north stars’ matter. Making claims feel magical and as automatic as possible is among one of the most important ambitions of Chubb and Nubank.

Marcio von Muhlen

General Manager, Insurance
at Nubank

Marcio von Muhlen is the General Manager for Insurance at Nubank, delivering protection to Nubank's 100+ million clients. Earlier in his career, he led product teams at iconic startups in their hypergrowth years, including Stripe, Dropbox and Doximity. His work focuses on translating complex, regulated problems into simple, high-trust customer experiences. Marcio holds engineering degrees from UC Berkeley and MIT. He lives in the Boston area with his family, and enjoys playing soccer with his kids and training for the occasional triathlon.

Ignacio Sagués

VP, Head of Digital Business, LATAM
at Chubb

Ignacio Sagués is Vice President, Head of Digital Business, LATAM at Chubb, overseeing digital business for the region. His career blends entrepreneurial drive with the ability to scale digital-native businesses in a global insurance leader, with a strong focus on digital distribution.an executive and entrepreneur at the intersection of insurance and technology. He began his career with a decade in discretionary asset management across Switzerland, Argentina, and Uruguay, before joining McKinsey & Company to advise leading corporations in Latin America on digital strategy and transformation. He later founded Inviu, the digital investment platform of Grupo Galicia, where he led its design and expansion as one of Argentina’s first full-scale fintech ventures.

Insurance for the New Possible

Once a month, find a new episode on Insurance for the New Possible. We gathered insurers, bankers, digital platform builders, Neo banks, airlines, and large investors to discuss the innovation, transformation, and technological evolution that is redefining the massive number of possibilities in the insurance industry.

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