Towards a digital front door to care

Client

Vanbreda Risk & Benefits

Industry

Healthcare

Redefining healthcare access

Vanbreda Risk & Benefits, a leader in health insurance and employee benefits, faced the dual challenge of meeting rising consumer expectations while optimizing operational efficiency. As a trusted third-party administrator (TPA) and broker, they sought to enhance the digital experiences for their members by creating a “digital front door to care.” This multi-year partnership involved iterative innovation to provide consumers with streamlined access to healthcare and well-being services while enabling Vanbreda to future-proof their platform for scalability and efficiency.

Challenge

Bridging the gap between customer needs and business outcomes

For consumers

Members faced numerous obstacles when managing their healthcare journeys.

Reimbursement processes for hospitalization and ambulatory care were complex and often too slow, leaving users frustrated and reliant on outdated methods that exacerbated their dissatisfaction.

The existing mobile app was limited to mobile devices, excluding desktop users.

Consumers increasingly expected a digital platform integrating healthcare access with wellness and mental health services under their insurance policies.

For Vanbreda Risk & Benefits

The organization aimed to boost digital adoption from 70% to 75%.

High reliance on non-digital communication channels like phone and email contributed to inefficiencies and increased costs.

As a TPA, Vanbreda needed customizable, branded solutions for insurer clients while streamlining operational workflows.

Failure to address these gaps risked customer dissatisfaction and operational stagnation.

solution

Iterative innovation across 4 key phases

Integrating wellness services

To address the growing demand for well-being support, we introduced a dedicated “Wellness Tab” into the web app. This tab provided members with direct access to partner services, such as Doktr for telehealth consultations and BloomUp for mental health support. By seamlessly embedding these services, members were empowered to prioritize their well-being through accessible, insurance-covered options. This integration tested the willingness to use and marked a significant step in making well-being a central part of the digital ecosystem.

Building an omnichannel experience

Recognizing the need for accessibility across devices, we developed a web-based platform integrated within a native shell for Android and iOS. This ensured a consistent experience between mobile and desktop. Members could now effortlessly access detailed explanations of policy coverage, reimbursement flows for hospitalization and ambulatory care, and submit claims through an intuitive interface. By adopting this omnichannel approach, Vanbreda eliminated the limitations of a mobile-only solution and expanded their reach to a broader audience.

Create modular contact flows

To simplify and accelerate issue resolution, we designed a modular, form-based system tailored to address specific member needs. Whether it involved processing disability claims, resolving hospitalization errors, or handling general inquiries, members could use purpose-built forms for their concerns. This reduced the dependency on manual support channels while significantly improving resolution times. The modular setup allowed for seamless updates and adaptations based on evolving member needs.

White-label branding  for TPA clients

As a TPA, Vanbreda needed to provide customizable experiences for their insurer clients. We introduced a white-label platform, enabling insurers to personalize branding and user experiences. Leveraging feature flags, functionalities could be toggled on or off based on each insurer’s requirements, ensuring tailored solutions while maintaining operational simplicity. This innovation positioned Vanbreda as a scalable and adaptable partner for their clients.

outcomes

Delivering real value

85%

portal user satisfaction

68%

B2C NPS-rate

75%

digital claims adoption

For consumers

Members now benefit from a more intuitive, user‐friendly platform designed around their needs. With an 85% satisfaction score, filing and managing claims is faster and more convenient—reflected in a Customer Effort Score of 5.81 out of 7. This seamless experience empowers users to handle their healthcare and coverage digitally without frustration.

For Vanbreda Risk & Benefits

Automation and digital adoption continue to transform auto claims processing—now 75% of claims are fully digital, reducing manual overhead and driving efficiency. These improvements have helped grow the active insured population positioning Vanbreda to scale digital services even further by 2025. And with a B2C NPS of 68%, we’re proving that digital innovation and customer satisfaction go hand in hand.

features

The right things, built right.

Claims automation: Reduced resolution times with automated claim submission and tracking.

Omnichannel accessibility: Delivering a consistent experience across mobile and desktop.

White-label customization: Enabling insurer branding and feature flexibility.

Modular claim flows: Tailored forms improve claim resolution and minimize manual support.

In-context guidance: Tooltips appear throughout the app offering clear, relevant information for your current task

In-app support: Easily connect with support through guided questions that help narrow down your topic, ensuring faster, more relevant assistance.

Scalable architecture: A modular platform for rapid feature deployment and adaptability.

Wellness tab integration: Simplified access to telehealth and mental health services, fully covered by insurance.

Closing thoughts

A clear path forward for digital healthcare

Vanbreda Risk & Benefits’s transformation underscores the power of iterative innovation and strategic collaboration. Through a series of carefully planned product iterations, we redefined the digital healthcare experience for their members while positioning the organization as a leader in scalable and personalized digital solutions.