Vanbreda Risk & Benefits is Belgium’s largest independent insurance broker, providing solutions to the risk-related concerns of companies, institutions and individuals since the 1930s. Among their broad portfolio is a range of health care products and services to safeguard the health of employees across hundreds of companies in Belgium.
Together with the Vanbreda team, we ignited the next phase of their digital growth by creating an innovative mobile app that lets users manage everything related to their health insurance policies and claims.
Vanbreda became a market leader in the insurance industry by offering first-class service that puts customer needs at its core.
Insurance is often considered to be a ‘low-touch’ industry, i.e. where customer contact tends to be relatively rare. However, when those touchpoints occur, it’s usually because a problem has arisen.
In such a potentially stressful situation – especially when health-related – customers need a transparent, frictionless experience that relieves their burden, rather than adds to it.
The new Vanbreda app (for both iOS & Android) translates that promise to the digital world.
We’ve collaborated with Vanbreda on digital projects several times in the past, so we understand their business, their customer-centric strategy and their commitment to investing in the most efficient systems.
Working closely with the project team, we analysed the ‘as-is situation’ and the existing processes to build a solid understanding of the challenges and needs of both Vanbreda and its customers.
This, combined with our extensive expertise in defining and designing mobile apps for low-touch industries meant we could develop a strong product concept that not only kept user goals in mind at all times, but that also improved operational efficiency.
We carefully considered the UX/UI design of all the mobile screens at every stage of the process to ensure a seamless, intuitive user experience. Security and privacy were also a crucial element of the product design, given the fact that sensitive personal and financial data would be stored in the app.
Dealing with admin is never fun, and when it comes to health insurance admin, the last thing customers need are endless forms to fill and paperwork to send by post.
Thanks to the new app, Vanbreda customers can now manage any aspect of their health insurance admin whenever they like, and from wherever they are – the app brings medical files, insurance policies, reimbursement claims and cards together in one place, for all family members included on a particular policy.
Data is fully protected by rigorous privacy and security protocols, so Vanbreda customers can rest assured that their personal details are in safe hands.
Users can simply take a picture of their expense documents and submit them immediately via the app. As well as making life easier for users, automated quality improvement measures enhance the readability of the documents. This ensures swift processing by Vanbreda, with no need to further contact the user.
The app also provides a handy overview of all the medical expenses a user has submitted, showing which ones have already been reimbursed.
Having to be hospitalised is rarely a pleasant experience, and burdensome admin can make matters worse.
That’s why it was important to make the process of declaring a hospitalisation as smooth as possible – with the user’s standard information already securely stored in the app, only new and relevant information needs to be added. No searching for policy numbers, registration numbers or card numbers. A new hospitalisation can now be declared in just two minutes.
The app also simplifies the process of collecting prescriptions at the pharmacy.
With a barcode for each family member’s AssurPharma card stored in the app, the pharmacist simply scans the right code. Expenses for prescriptions covered by Vanbreda insurance are directly submitted.
This customer-centric mobile health insurance app brings medical files, insurance policies, reimbursement claims and cards together in one place, for all family members included on a particular policy.
And with all the data fully protected by rigorous privacy and security protocols, Vanbreda customers can rest assured that their private health care is in good hands.
Over the course of our long-lasting partnership, we have supported Vanbreda Risk & Benefits in delivering seamless digital experiences that delight users.
Within 8 weeks of the launch, over 37,000 users were actively using the mobile app (on Android and iOS), with a customer satisfaction score of more than 80% (with 12% giving a neutral score).
And over 90% of users confirmed that it’s a great improvement to be able to submit medical expenses and declare hospitalisations through the app.
As well as proving a winner with customers, Vanbreda employees are now also enjoying more streamlined operational processes thanks to the project.
A real win win all round!