P&V (Belgium) is championing a transformative approach to building trust and enhancing customer experience through a multi-brand and omnichannel strategy. Rooted in its purpose of providing protection to as many people as possible, the organisation is focused on making insurance more accessible and inclusive, underpinned by sustainable practices and employee engagement.
For People, Through People
P&V’s philosophy, “for people, through people,” highlights the integral role of employees in delivering superior customer value. By prioritising a strong organisational culture aligned with robust leadership, the insurer ensures its employees are engaged and share the organisation’s values. This alignment fosters trust and enables employees to better serve customers. Recognising the importance of a positive employee experience, the organisation has invested heavily in leadership development and cultural transformation.
Agent 360: Empowering Agents for Holistic Customer Service
To enhance service delivery, P&V has developed Agent 360, a comprehensive programme aimed at empowering agents. This initiative includes a customer-focused growth pathway for agents and an advanced tool that provides a 360-degree review of client needs. By leveraging customer data enriched through agent interactions, the programme ensures customers receive optimal insurance coverage—neither too much nor too little—at a fair price. This tailored approach, uncommon in the Belgian retail market, sets the insurer apart by ensuring customers are adequately insured with minimal hassle.
Integrated Life Subscription and Medical Acceptance
A forthcoming innovation is the integrated life subscription and medical acceptance process, designed for both brokers and agents. This digital-first process simplifies insurance acquisition while maintaining a human touch. Customers are guided through secure identification, comprehensive data entry, and document submission, with opportunities to consult agents or brokers throughout. Whether the process is fully automated or involves additional human support, the goal is a seamless experience culminating in contract issuance and premium payment.
Innovative Platforms for Prevention and Engagement
The organisation has introduced pioneering platforms that go beyond traditional insurance offerings, enhancing customer engagement and promoting prevention.
- Health Coaching Platform
Partnering with other entities within its ecosystem, the organisation has developed a health coaching platform. This initiative encourages healthier habits through coaching, challenges, and gamification. The platform, supported by mutual and cooperative partners, ensures inclusivity in health assistance while offering expert advice and rewards for participation. - Kazazen: A Home-Centric Platform
Kazazen is a comprehensive platform centred around home insurance but enriched with additional services. It offers customers access to connected devices, such as water leakage detectors and cameras, at discounted rates, alongside enhanced security options. The platform also facilitates home repairs through a trusted network and supports sustainable energy consumption via partnerships. By integrating these services, the organisation aims to create a more engaging and meaningful connection with customers, overcoming the challenge of indirect relationships in brokered and agent-led sales models.
Challenges and Future Directions
While these innovations demonstrate significant progress, P&V acknowledges the challenges of maintaining alignment with partners. Ensuring all stakeholders, including brokers, agents, and external collaborators, share its vision of inclusivity remains an ongoing effort. The organisation is committed to evolving these platforms and strategies, extending their applicability to other domains and continuously enhancing customer value.
By combining technological advancements, human-centric initiatives, and a multi-brand omnichannel approach, the organisation is redefining the insurance landscape, setting a new standard for customer trust and experience.
