December release update

Vanbreda Health Care: December Release Update

At Vanbreda Health Care, we want to make managing your insurance as simple and accessible as possible.

To keep you informed, we’re starting release updates; short insights into how we’re evolving our services. With this update, we are focusing on clarity and ease, making your experience more straightforward.

In this article, we will share how we rebuilt our website to make information easier to find and how we simplified the declaration process in our app to remove unnecessary steps.

New vanbreda-health.be website

Why? We felt a need to make our digital experience simpler and more helpful. Our website needed some love, so we rebuilt it with a focus on clearer structure, accessibility, and content that truly serves you better.

A clearer structure

We listened to your feedback that too much information made it difficult to find what you need. That’s why we carried out a spring clean-up: we reduced the amount of content and reorganized the site. The essentials are still there, now presented in a clearer way that makes it easier to focus on what matters, the result is a clearer experience where the essentials are easier to grasp.

Content that meets different needs

People interact with healthcare information in different ways. Some appreciate detailed guidance through every step, while others prefer quick answers and the autonomy to navigate on their own. Our new content structure now has:

In-depth articles: Detailed information about hospitalisation and insurance processes to help you prepare for important life events, such as pregnancy or understanding how pharmacy reimbursements work.

Knowledge center: A collection of frequently asked questions with direct links to actions in our app. It is designed for customers who prefer to explore the details themselves and have the autonomy to do so.

Step-by-step guides: Clear instructions for using our digital tools. Based on feedback, we found that accessible online guides work better than videos or printed materials.

Accessibility by design: Our app and website meet the newest accessibility standards: WCAG 2.1/2.2 level AA*. We’ve focused on creating solutions that work for all customers, including those with visual impairments. We will continue testing and improving in this area and remain open to feedback as always.

*WCAG (Web Content Accessibility Guidelines) are international standards that help make websites and apps easier to use for everyone, including people with disabilities.

Updated application

Why? We felt a need to make the declaration process easier and less stressful, especially for those who rely on it most during difficult times. Reporting a hospitalisation should be straightforward, so we improved the process in our app to reduce friction and unnecessary steps.

We’ve improved the declaration process in our app. This process allows you to report a hospitalisation so we can arrange direct billing with the hospital and reduce financial concerns.

We noticed this process lacked clarity, especially for first-time users. Additionally, insured customers dealing with serious health conditions who need this process most had to submit a new declaration for each hospital visit, creating unnecessary burden during difficult times.

What’s changed:
- More context throughout the process, including helpful information at each step
- The ability to submit multiple declarations at once. Instead of submitting separately for each appointment, you can now submit up to six at a time, reducing administrative work for our most frequent users

Progress Throughout the Year

Earlier this year, we:
- Combined our app and web portal into one consistent experience.
- Redesigned the app’s start page to highlight key actions and make itsme® registration easier.
- Improved our itsme® integration: 85% of users now create an account within five minutes.

Our Growing Digital Community
This year, more than 100,000 new customers registered for our app using itsme® or email/password. Each month, over 85,000 people actively use our digital tools. Today, at least 80% of all interactions begin digitally from submitting costs to declaring hospitalisations and handling general inquiries.

Insight: Did you know our busiest hours in the app are during the working week and within regular office hours? 🙂

Insight: users per platform

We’ll continue improving our digital services based on your feedback and needs.