Achmea Pension & Life division grows digital business with Sitecore

As the largest insurance company in the Netherlands, Achmea has multiple brands that provide health insurance, property and casualty insurance, life insurance, pensions, and asset management to more than 10.2 million customers. To align with its commitment to customer-centricity and innovation, while meeting evolving customer expectations, the company’s digital capabilities are a priority. Achmea wanted to enhance online customer engagement through personalization and automation, while increasing efficiency and consolidating applications across its brands. As part of its digital transformation, Achmea (dP&L) decided to digitalize the My Future pension management program for one of its main brands, Centraal Beheer, in order to eliminate time-consuming manual paperwork while enabling better customer experiences.

Achmea (dP&L) worked with Sitecore implementation partner, HCLTech, to upgrade its digital environment to the latest Sitecore Experience Platform (XP). Achmea (dP&L) selected Sitecore XP 10.3 for its robustness, scalability, and ease of integration, to deliver an enhanced, top-tier experience for policyholders and pensioners. The company now runs many of its websites on Sitecore, with a microservices-based, headless approach to content management via Sitecore JSS and a flexible front-end built with Angular. Achmea (dP&L) followed MACH principles for an open, agile, best-of-breed architecture. The new digital environment is hosted on Microsoft Azure to align with the company’s cloud-first strategy.

The Sitecore solution integrates seamlessly with external systems, such as Achmea’s IRIS. To support the Achmea (dP&L) My Future platform, Sitecore also connects with the DigiD government identity verification app for secure logins. With Sitecore, the digital team has streamlined content management with Experience Editor and WYSIWYG (what you see is what you get) editing, approval workflows, user management, and content versioning. A standardized approach and centralized systems enable the team to reuse content to serve multiple Achmea brand websites and other digital channels such as mobile, SMS, and email.

With its new digital platform, Achmea (dP&L) has improved delivery of its personalized pension plans and integrated financial products, which has contributed to significant growth in digital pensions. Achmea (dP&L) customers now benefit from a personalized, unified online experience with a single interface to manage all their financial needs, including transactions, enquiries, and product information. The website includes intuitive tools and self-service features, such as a pension planner, automated pension requests and claims, and secure chat capabilities.

These improvements to the online experience have helped the company increase the number of products per sale and raise the number of new site visits. User time on site has also increased, as well as returning visitors. The advanced website capabilities also streamline workflows and reduce manual work for Achmea (dP&L) employees in processing pension requests and insurance claims, while enhancements to content management have resulted in a substantial increase in efficiency for the digital team. Using Sitecore, Achmea (dP&L) has laid the digital foundations it needs for future success. The company can seamlessly adapt to business growth, changing market dynamics, and evolving customer expectations.