Case Study: Dutch health insurer VGZ achieves 1M+ app downloads and secure, seamless mobile claims processing with Thales OneWelcome

Turning a mobile app into a major win

VGZ, a leading Dutch non-profit health insurer with more than four million customers, needed a secure, compliant and user-friendly mobile solution to let customers submit claims and interact with their services on the go. VGZ partnered with Thales OneWelcome (and Mendix) to build a dedicated mobile app that preserved data security and regulatory compliance while delivering a smooth customer experience, leveraging existing OCR capabilities for invoice uploads and DigiD authentication.

Thales OneWelcome delivered a secure app with DigiD initial login and single sign-on, OCR-enabled claim submission, a secure inbox, copay checks and faster reimbursements. The results were significant: the app exceeded adoption targets (150,000 downloads in six months, >200,000 by end of 2017 and 1,000,000+ by 2021), supported more than 2,000,000 claims, earned a 4.6/5 average rating, an NPS of +24 and 85% of users reporting little or no difficulty—demonstrating clear improvements in engagement and service efficiency.

VGZ

Hugo te Kaat

Innovation Architect