Case Study: CZ Health Insurance achieves omnichannel service for 3.7 million policyholders with OutSystems

CZ Health Insurance Serves 3.7 Million Policyholders With OutSystems

CZ is the Netherlands’ third-largest non-profit health insurer, serving 3.7 million policyholders in a competitive market where customer experience and low administrative costs matter. Faced with a fragmented IT landscape of mainframes, bespoke .NET/Java systems, packaged ERPs/CRMs and legacy Lotus Notes apps, CZ needed a way to unify omnichannel customer journeys, speed delivery and boost developer productivity—so it adopted the OutSystems low-code platform in 2014.

CZ scaled OutSystems from a single developer to a 30+ developer center of excellence and around 400 production modules, building business-critical systems such as Mika (contact-center portal used by 500 agents handling ~3.5M calls/year), Maestro (workflow hub), Zorgvinder (care search with ~700k visits/year) and the Declareren mobile claims app (700k+ downloads, 4.6 rating). The result: faster, smaller cross-functional teams, reduced integration complexity, stronger omnichannel experiences and measurable gains in agility, developer productivity and policyholder satisfaction.

CZ Health Insurance

Ton Van Rhijn

Director IT, IM and Data Science