As a mutual insurance company, ONVZ actively involves its members in decisions that affect them to ensure its offerings remain relevant. A council of representatives, drawn from the customer base, plays a key role in voicing their interests, while broader insights are gathered through targeted research. 

One such initiative is the ONVZ customer panel, made up of more than 1,400 policyholders, including several council members. In 2024, the panel provided feedback on topics such as hearing care reimbursements, communication preferences, and the ease of finding information.

Hearing care is important, with nearly 12% of customers having experience with reimbursements. While most policies cover 75% of the cost of a standard hearing aid, ONVZ gives customers the option to select a more advanced device by paying the difference above the standard coverage themselves. This flexibility is highly valued, according to the feedback.

The panel also provided input on the accessibility of information about healthcare costs, claims, and insurance changes. Customers primarily use ONVZ’s digital channels—the website, MijnONVZ portal, app, and email newsletters—for this information. Two-thirds are satisfied with its clarity, although some additional information can be difficult to locate. ONVZ is addressing this by clarifying invoice explanations and improving transparency about claim processing progress.

ONVZ invests heavily in its digital platforms to give customers greater control in managing their health insurance. The MijnONVZ online environment and app have been upgraded with new technologies to improve stability and user experience.

Key digital improvements include a reimbursement dashboard that shows customers their used and remaining allowances for services such as physical therapy and alternative treatments, with plans to expand to vision care and orthodontics. Access to MijnONVZ has also become more convenient thanks to single sign-on (SSO) and face ID integration with DigiD—the Dutch government’s digital identity system used for secure logins.

ONVZ has digitized many forms and processes, reducing paperwork and minimizing manual errors. Customers can submit claims quickly and track them easily, with many processed within minutes. The digital insurance card is available directly via the app for immediate use.

Personalized contact is central to ONVZ’s strong customer experience. Customers rate it highly, giving ONVZ a satisfaction score of eight out of ten. In 2024, the net promoter score for telephone contact remained at +24, matching the record high of 2023. This reflects ONVZ’s commitment to providing responsive, empathetic, and thorough support.

In February 2024, ONVZ transitioned its service center to a new customer contact platform, giving employees better access to information and tools during conversations. This allows them to deliver more personalized assistance, spending less time on administrative tasks and more on understanding and addressing each question in depth. Unlike many insurers, ONVZ does not use rigid call scripts, empowering staff to tailor discussions to each customer’s needs and to ask follow-up questions as necessary.

Customers are also increasingly using live chat to connect with ONVZ. The company maintains a fully human live chat service, avoiding automated bots to ensure meaningful, high-quality interactions. Plans are in place to integrate live chat into the new customer contact platform in 2025 for further improvements. ONVZ also uses short videos to explain frequently asked questions, giving customers clearer and more engaging information.

Beyond insurance questions, ONVZ provides health-related information and practical support through its LeefFit program. This initiative offers easy-to-access online resources covering topics such as managing serious illnesses, pregnancy, and burnout. Relevant health information is proactively shared at the right time, helping customers focus on their health and recovery rather than administrative or medical uncertainties.

Care consultants are a unique part of ONVZ’s support offering. Each care consultant has a medical background—from nursing and physical therapy to specialized care—ensuring customers receive informed and practical guidance.

They assist with waiting list mediation, helping customers find the fastest treatment options when hospitals have long delays. Care consultants also provide detailed explanations of treatment options, offer preventive health insights, and direct customers to useful ONVZ resources such as the Health Guide platform and various e-health modules.

Their role includes proactive outreach, with “comeback calls” introduced in 2024 to support customers recovering from major life events such as accidents, pregnancy, or burnout. This ensures customers receive practical and emotional support during critical times, helping them focus on their recovery with confidence.

The expertise and personal approach of ONVZ care consultants mean customers are never left to navigate the healthcare system alone. They provide a reliable point of contact for all health and care questions, reinforcing the insurer’s commitment to supporting customers’ well-being in the most comprehensive way possible.