The challenge
Why they started working with WeGroup.
How do you modernise a 40,000+ client portfolio without touching ANVA? That was the question Thoma Assurantie- en Pensioenadviseurs, the Dutch MGA inside PIB Group, walked in with. ANVA holds the policy data, the insurer links and the zorgplicht history. Replacing it was off the table. Building a parallel system was even further off it.
The pain was day-to-day. Every simple question (a payment due date, a license-plate change, a claim status update) became a ten-minute phone call. The advisor's most expensive minutes were going to the cheapest questions. What Thoma needed was a self-service layer that handled the routine, without anyone having to re-key anything anywhere.
The constraint was non-negotiable. ANVA stays the system of record. The customer portal sits on top. Every change a customer makes flows back to ANVA in real time. No migration, no overnight batch, no back office finding a pile of re-keying work in the morning.
“Our advisors were spending hours every day answering questions a portal could answer in thirty seconds. We knew it. We just needed someone who could plug it in within an acceptable timeframe, without touching ANVA.”
What we built
WeGroup's customer portal lives on top of ANVA. Every customer interaction (payment, party update, policy change, claim) writes back to the source system in real time. The advisor only sees what actually needed an advisor.
Self-service for the routine work
Address changes, license-plate swaps, payment overviews and claim filings now happen in the customer portal, not on the phone. Hundreds of customers a month already do it that way, and that number keeps growing.
Live ANVA connection
Every customer action lands in ANVA in real time. Back-office re-keying disappeared. The system of record stays correct without anyone manually updating it.
Adoption that grows month after month
Adoption grows organically, without a forced rollout. Every customer who discovers the portal means permanently less routine traffic, so the business case gets stronger every month.
Sits on top, no migration
ANVA stayed exactly where it was. The portal launched in three months because there was no data migration, no core-system replacement, no parallel system to build.
The numbers
What it produced, in numbers.
Monthly active clients
Every month, hundreds of clients handle their address, license-plate and claim changes in the portal themselves, without calling the advisor or activating the back office.
ROI-positive
From month six the portal structurally saved more than it costs. Every month since, the business case has only improved.
Adoption, month after month
Adoption grows organically, without a forced rollout. Every client who discovers the portal is permanently less routine traffic for the office.
Data migrations
ANVA stayed exactly where it was. The portal sits on top. No migration project, no parallel system, no risk to the existing operation.
The outcome
A customer portal does not need years to earn itself back. Thoma's has saved more than it costs every month since month six, and adoption is still growing.
The math behind the portal is simple. Every phone call a client handles themselves, every party change and every claim filed through Mijn Omgeving saves handling time for the team and the back office. Added up, the portal has structurally saved more than it costs since month six, and every new active client improves that sum.
More important than today's savings is the direction. Adoption grows month after month without pushing, ANVA stayed untouched as the system of record, and over 40,000 clients have a channel that absorbs the routine, leaving the advisor time for the work where they make the difference.
In their words
Mijn Omgeving gives our clients a place to handle their insurance matters themselves, whenever it suits them. For our team that means noticeably less routine traffic and more time for advice, while ANVA simply remained the system of record. The portal saves more than it costs every month, and that only gets better as more clients discover it.
Erik Arendsen
Manager marketing & ICT · Thoma Assurantie- en Pensioenadviseurs
