How VGA Centralized Claims Processing and Provided Customers with Real-Time Insights
By centralizing claims processing, VGA improved the customer experience and gained greater control over its operations.
About VGA Insurance
VGA Insurance provides insurance services to the City of Amsterdam and various organizations affiliated with the city, including GVB, Waternet, and the Port of Amsterdam. In addition, VGA offers group insurance plans for civil servants and their families and acts as an intermediary for construction insurance, among other things.
For an organization that processes a wide variety of insurance claims on a daily basis, speed, reliability, and transparency are essential. This applies to efficient internal processing, but above all to the trust and clarity that customers need throughout the entire process.
- Transparency in Every Insurance Claim
Customers can track the progress of their claim 24/7 and always have access to the most up-to-date information, without having to rely on phone calls or emails. - A Single Digital Claims Process
Claims registration, communication, and status information are consolidated into a single, centralized environment. This ensures more efficient collaboration and greater control over operations.
Reporting a claim was easy. Getting a clear picture of the situation was not.
The existing application made it possible to report a claim. After that, a period of uncertainty began for many customers.
Had the claim been received? Were any documents still missing? Who was handling the case? And when could they expect a response?
This resulted in a large number of phone calls, emails, and manual coordination between customers and claims adjusters. The problem did not lie in the process itself, but in information that was scattered across various systems and communication channels.
VGA saw this primarily as an opportunity to make the entire process more transparent for the customer, rather than to process claims more quickly.
Fragmented processes made the customer journey unnecessarily complex
In its search for a solution, VGA evaluated various off-the-shelf applications. While these supported parts of the process, they did not offer sufficient capabilities to link all the steps involved in a claims process together.
Claim registration, communication, case information, and status updates were not centralized in one place. As a result, it remained difficult for customers to understand the status of their claims and for employees to collaborate efficiently.
In addition, as an insurance organization, VGA sets high standards for security, compliance, and auditability. A new solution therefore had to be both user-friendly and integrate seamlessly with the existing administrative systems.
The challenge was clear: improve the customer experience without compromising the reliability of the existing operation.
That is why VGA consolidated the entire claims process
As usual, Ciphix started by addressing the business problem: the uncertainty customers experienced after reporting a claim. Together with VGA, Ciphix opted for a single, integrated digital workflow built on the Mendix platform, in which all stakeholders work with the same information.
Instead of separate communication channels and different systems, a single centralized environment was created in which customers and claims adjusters collaborate throughout the entire claims process.
The digital claims portal serves as the customerโs point of access, but the biggest change took place behind the scenes. By linking processes and information, a streamlined workflow was created in which information needs to be entered only once and is immediately available to everyone involved.
As a result, VGA was able to retain its existing administrative systems while significantly improving its digital services.
A Single Process for Both the Customer and the Claims Handler
The new platform supports the entire claims process, from the initial report to the final resolution.
Customers can:
- report a claim online;
- upload documents;
- track the current status of their claim;
- find all communication related to their case in one place.
For claims adjusters, this means that all relevant information is available in one central location. As a result, less time is spent gathering information, leaving more time to provide substantive support to customers.
Management also gains a better understanding of the performance of the claims process, including turnaround times, workload distribution, and process quality.
More transparency, more control
By centralizing the claims process, VGA has a future-proof digital foundation on which further optimizations can be easily implemented.
Key findings:
- a single, centralized digital environment for the entire claims process;
- 24/7 access for customers to the status of their insurance claims;
- less casual communication via phone and email;
- better cooperation between customers and claims adjusters;
- greater insight into lead times and process efficiency;
- a flexible platform that can adapt to future needs.
The greatest benefit lies in how customers currently experience the process. Greater transparency builds trust, while employees work more efficiently using a single, integrated approach.
“Thanks to the platform, we have a flexible solution that allows us to continuously improve our processes and our communication with our customers.” – Sjonny Calis
Claims Handler & Product Owner, VGA Insurance
From Greater Transparency to a Stronger Digital Foundation
For VGA, the challenge began with the need to improve the customer experience related to insurance claims. The solution turned out to be more than just a new customer portal: by connecting processes, systems, and information, a digital foundation was created upon which the organization can continue to build.
Are you facing a similar challenge? Weโd be happy to work with you to identify the best opportunities for centralizing processes and improving digital services.
Get in touch and find out what’s possible.
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