A  personal story by Heidy Bouwmans-Bierman in this article, which was published in VVP, the platform for financial advisors in the Netherlands, on how the personal team at Rivez and Zuiderhuis Assurantiën collaborates with Onesurance’s  TopDefend application.

“The way data can be used to predict, for example, the churn probability of a relationship fascinates me. It provides us with a great tool to serve our customers. We can also predict the next best policy for a relationship based on data.”

Heidy Bouwmans – Manager personal insurances – Rivez Zuiderhuis

What does her colleague say:

“The AI Assistant delivers on its promises, generating enthusiasm among employees as it seamlessly integrates complex technology onto the shop floor. This translates to reduced churn, increased sales, and heightened satisfaction among both customers and staff”.

Michael Dubelaar – COO Rivez Zuiderhuis

Ensuring that each customer receives timely and tailored attention is crucial.

Text by Willem Vreeswijk

Heidy Bouwmans, Manager Personal Insurances and Advice at Rivez-Zuiderhuis, which has 165 employees, says this. The insurance company, generating over 20 million euros in revenue, was formed in 2022 from a merger between Rivez Assurantiën & Risicobeheer and Zuiderhuis Assurantiën. The company is part of the Söderberg & Partners network and has branches in Helmond, Veghel, Deurne, Schaijk, Tegelen, and Venlo. Rivez-Zuiderhuis is active in insurance, risk management, absence issues, mortgages, and tailored financial advice for both individuals and businesses. Additionally, there is a specialization in real estate/real estate corporations and trade associations.

“Better Customer Service Where Most Attention Goes to the Right Customer”

Heidy has been active in her current role for four years but has a long career in the financial sector. “I have mostly worked in the business segment. About 35 years ago, I started at Aegon. After a training period, I was seconded to one of their advisors. Then I enjoyed working in the Motor Vehicle Companies department in Leeuwarden. After the business part of Aegon moved to The Hague, I worked for a short period in the private department in Leeuwarden. Due to a move, I ended up at Quintes, where I worked for twelve years as a Business Relationship Manager and also co-approved business delegated policies and claims with a colleague. Then I worked as Head of Internal Affairs at a smaller office. Here, too, I dealt with claims and business relationships. After holding this position for about ten years, I ended up at Rivez-Zuiderhuis in my current role. I have always gained a lot of energy from providing relationships with the best possible insurance solution and advice. I noticed that I spent a lot of time answering questions from employees and taking on a more coaching role. I enjoyed this so much that about fifteen years ago, I switched to a more leadership role. Despite the challenges that come with this, I still derive a lot of satisfaction from it.”

BETTER CUSTOMER SERVICE

“For a long time, AI and the use of data were a ‘far-off show’ for me, and I associated it with robot technology. Until I read how AI is used in hospitals, for example, to extract information from patient data in delivering COVID-19 diagnoses and cancer research. Through my children, I came into contact with an app like ChatGPT, and a whole new world opened up for me. The use of AI is so much broader and more integrated into daily life than many people realize.”

“Last year, we came into contact with Onesurance, and my interest in AI was truly piqued. The way data can be used to predict, for example, the churn probability of a relationship fascinates me. It provides us with a great tool to serve our customers. The developments are rapid. For example, they can also predict the next best policy for a relationship based on data.”

“What we aim to achieve with the use of data is better customer service where most attention goes to the right customer. The predictions we use create a sense of relevance among employees. They also feel that they are maintaining the right customer, which is very motivating. Especially because there has been a shift in the approach to private customers in recent years. The days of the advisor coming over for coffee in the evening to review the package are long behind us. Providing good customer approach while meeting the duty of care remains a challenge, especially with the current struggles in the labor market.”

LEARNING POINTS

“We started small with a few employees who provided a lot of feedback, allowing continuous adjustments and the program to begin working more optimally. Gradually, the program is being rolled out across the entire private department. Employees handle a number of leads daily.”

What are the learning points for fellow advisors? “An important point is making time and instructing employees. In the hustle and bustle of the day, you need to ensure there are enough opportunities to contact a number of relationships each day. Facilitating this sufficiently for our employees remains a challenge.”