The challenge
What was broken before WeGroup showed up.
How do you modernise a 43,000-client portfolio without touching ANVA? That was the question Thoma Assurantiën, the Dutch MGA inside PIB Group, walked in with. ANVA holds the policy data, the insurer links and the zorgplicht history. Replacing it was off the table. Building a parallel system was even further off it.
The pain was day-to-day. Every simple question (a payment due date, a license-plate change, a claim status update) became a ten-minute phone call. The advisor's most expensive minutes were going to the cheapest questions. What Thoma needed was a self-service layer that handled the routine, without anyone having to re-key anything anywhere.
The constraint was non-negotiable. ANVA stays the system of record. The customer portal sits on top. Every change a customer makes flows back to ANVA in real time. No migration, no overnight batch, no back office finding a pile of re-keying work in the morning.
“Our advisors were spending hours every day answering questions a portal could answer in thirty seconds. We knew it. We just needed someone who could plug it in within an acceptable timeframe, without touching ANVA.”
What we built
WeGroup's customer portal lives on top of ANVA. Every customer interaction (payment, party update, policy change, claim) writes back to the source system in real time. The advisor only sees what actually needed an advisor.
Self-service for the routine work
Address changes, license-plate swaps, payment overviews and claim filings now happen in the customer portal, not on the phone. 750 customers a month already do it that way.
Live write-back to ANVA
Every customer action lands in ANVA in real time. Back-office re-keying disappeared. The system of record stays correct without anyone manually updating it.
Adoption you can model
12% of invited customers logged in within nine months. 2.2% are active every month. Every percentage point added is roughly €350 in additional monthly savings. The math compounds with adoption.
Sits on top, no migration
ANVA stayed exactly where it was. The portal launched in three months because there was no data migration, no policy admin replacement, no parallel system to build.
The numbers
What it produced, in numbers.
Monthly active users
Customers handle their own address, license-plate and claim changes every month inside the portal, without calling the advisor or activating the back office.
Net savings per month
ROI-positive from month six. The portal nearly pays for itself three times over, on a handful of percentage points of adoption. The curve only goes one direction.
Logged in after 9 months
Adoption grows organically, no forced rollout. Every percentage point added is roughly €350 in additional monthly savings. The math compounds on its own.
Data migrations
ANVA stayed exactly where it was. The portal sits on top. No migration project, no parallel system, no risk to the existing operation.
The outcome
A customer portal does not need years to pay back. Thoma's nets €4,630 every month at 2.2% adoption. That number is still climbing.
Nine months after go-live, 750 customers handle their own admin every month. Address changes, license-plate swaps and claim filings happen in the portal and land in ANVA in real time. The back office stopped re-keying customer mutations.
The curve is the point. Adoption sits at 2.2% and is still climbing. Every customer who logs in for the first time pulls another small slice of admin out of the back office. The portal already pays its own bills almost three times over. It is going to keep doing more.
ROI math · month 9
How €4,630 net savings per month adds up.
- + €5,625
750 phone calls deflected
at €7.50 per call
- + €132
22 party changes
self-service, no back office
- + €248
22 policy changes
live to ANVA
- + €1,125
75 claim filings
submitted via the portal
- − €2,500
WeGroup platform cost
fixed monthly fee
- + €4,630
Net savings per month
Numbers measured at 2.2% adoption. Every percentage point added is roughly €350 in additional monthly savings.
In their words
We knew the math worked on paper. What surprised us was how fast it worked in practice. Three months to live, six months to break even, and the curve has not stopped going up since.
Operations lead
Thoma Assurantiën
Portrait will be added once the customer goes on the record by name.
