Vanbreda health insurance app
Vanbreda health insurance app
91% CSAT. 72 NPS. 1M+ digital costs processed per year. 330,000+ customers served since launch in a market where most interactions only happen when something goes wrong.
TL;DR
TL;DR
Health insurer in a low-touch, high-stress market needed to remove paper, forms and postal admin from moments when employees are sick, hospitalised or waiting for reimbursements.
Built and evolved a secure web and mobile healthcare platform that lets employees and families submit costs, declare hospitalisations in minutes, track reimbursements and use AssurPharma barcodes from one place.
Today the platform handles 1M+ digital costs and 145k+ declarations per year, serves ~100k monthly active customers, and has already helped 330k+ individual customers since launch.
ABOUT CLIENT
ABOUT CLIENT
Vanbreda Risk & Benefits is Belgium’s largest independent insurance broker, providing risk solutions to companies, institutions and individuals, including a broad range of health care products and services that safeguard employee health across hundreds of companies in Belgium.
Vanbreda Risk & Benefits is Belgium’s largest independent insurance broker, providing risk solutions to companies, institutions and individuals, including a broad range of health care products and services that safeguard employee health across hundreds of companies in Belgium.
SERVICES
SERVICES
Strategy & discovery
Product concepting
Product design
UX & UI design
Mobile development (React Native, later Capacitor)
Web development
Data & analytics
YEAR
YEAR
2018 – present
2018 – present
72 NPS
72 NPS
showing strong customer loyalty
showing strong customer loyalty
91%
91%
CSAT for the healthcare platform
CSAT for the healthcare platform
6.33
6.33
CES, above the target of 6.1
CES, above the target of 6.1
THE CHALLENGE
THE CHALLENGE
Low-touch insurance, high-stakes moments
Low-touch insurance, high-stakes moments
Health insurance is a low-touch service until something goes wrong. When employees face illness, hospitalisation or ongoing treatment, the last thing they need is complex paperwork, scattered cards and unclear reimbursements. Vanbreda wanted to translate its customer-centric service promise into a digital experience that removes friction at these stressful moments while improving operational efficiency.
Health insurance is a low-touch service until something goes wrong. When employees face illness, hospitalisation or ongoing treatment, the last thing they need is complex paperwork, scattered cards and unclear reimbursements. Vanbreda wanted to translate its customer-centric service promise into a digital experience that removes friction at these stressful moments while improving operational efficiency.
THE SOLUTION
THE SOLUTION
A customer-centric health insurance hub across web and mobile
A customer-centric health insurance hub across web and mobile
The healthcare platform gives Vanbreda customers one place to handle health insurance, on web and mobile, built on a single React codebase with Capacitor. Customers see policies, family coverage, medical costs and hospitalisations in one clear view instead of across paper and portals. Flows focus on core jobs: a two-minute hospitalisation journey with prefilled data, camera-based cost capture with quality checks, AssurPharma barcode wallets per family member, and a real-time settlement screen that explains what is covered and what is not. Strong authentication, strict access per policy and encrypted storage protect sensitive health and financial data, while the architecture supports high volumes and straight-through processing for the business.
The healthcare platform gives Vanbreda customers one place to handle health insurance, on web and mobile, built on a single React codebase with Capacitor. Customers see policies, family coverage, medical costs and hospitalisations in one clear view instead of across paper and portals. Flows focus on core jobs: a two-minute hospitalisation journey with prefilled data, camera-based cost capture with quality checks, AssurPharma barcode wallets per family member, and a real-time settlement screen that explains what is covered and what is not. Strong authentication, strict access per policy and encrypted storage protect sensitive health and financial data, while the architecture supports high volumes and straight-through processing for the business.
SUCCESS DRIVERS
SUCCESS DRIVERS
SUCCESS DRIVER 1
SUCCESS DRIVER 1
Turning support pain into a product backbone
Turning support pain into a product backbone
We built the first roadmap from Vanbreda’s top call-centre questions and complaints, not from a workshop wall. Those real issues defined the core flows (submit costs, declare hospitalisations, understand reimbursements) and shaped a proof of concept in weeks and a full launch in nine months. This focus, combined with our delivery playbook, shifted thousands of interactions from reactive calls to guided self-service.
We built the first roadmap from Vanbreda’s top call-centre questions and complaints, not from a workshop wall. Those real issues defined the core flows (submit costs, declare hospitalisations, understand reimbursements) and shaped a proof of concept in weeks and a full launch in nine months. This focus, combined with our delivery playbook, shifted thousands of interactions from reactive calls to guided self-service.
SUCCESS DRIVER 2
SUCCESS DRIVER 2
Designing for chronic care and shared responsibility
Designing for chronic care and shared responsibility
Many Vanbreda customers manage long-term treatments or care for family members, often with low digital confidence. We treated this as a design constraint: AA WCAG compliance, flows that tolerate shaky hands and poor lighting, document enhancement for bad scans, and controlled access so relatives can manage a policy when health makes self-service impossible. This is how the platform serves over 330k customers, not just the digital natives.
Many Vanbreda customers manage long-term treatments or care for family members, often with low digital confidence. We treated this as a design constraint: AA WCAG compliance, flows that tolerate shaky hands and poor lighting, document enhancement for bad scans, and controlled access so relatives can manage a policy when health makes self-service impossible. This is how the platform serves over 330k customers, not just the digital natives.
SUCCESS DRIVER 3
SUCCESS DRIVER 3
24/7 customer experience on top of 9‑to‑5 systems
24/7 customer experience on top of 9‑to‑5 systems
Healthcare claims and worries don’t stop at night, but core insurance systems still do for batch processing and heavy updates. We designed one shared React front end (React Native first, then Capacitor) that hides this complexity and keeps the app available 24/7, even when back-end systems are offline or changing. Customers experience a stable, consistent product surface; Vanbreda gains the freedom to modernise systems behind the scenes without fragmenting the experience or risking downtime in a sensitive domain.
Healthcare claims and worries don’t stop at night, but core insurance systems still do for batch processing and heavy updates. We designed one shared React front end (React Native first, then Capacitor) that hides this complexity and keeps the app available 24/7, even when back-end systems are offline or changing. Customers experience a stable, consistent product surface; Vanbreda gains the freedom to modernise systems behind the scenes without fragmenting the experience or risking downtime in a sensitive domain.
Get in touch
When the digital product you're building is core to your business, the margin for error is different. So is the kind of partner you need.
If that's where you are, let's talk.
Get in touch
When the digital product you're building is core to your business, the margin for error is different. So is the kind of partner you need.
If that's where you are, let's talk.
Get in touch