AGENTIC EXPERIENCE INDEX, SEPTEMBER 2026
Health
People are letting AI agents like ChatGPT, Claude or Gemini compare health funds and claim reimbursements.
We’ve tested how 14 health providers
deal with agents.
What we TESTED
Steps when claiming a reimbursement
done by an agent.
Read the invoice
Agent reads the discharge summary or the bill.
Compare the funds
Contribution and cover compared across funds.
Check what is reimbursable
Against the actual package the member holds.
Submit the claim
Send it to the fund and get a reference back.
Switch fund, track payment
Move fund at year end; follow the money.
This is how health funds
in the Benelux scored.
Key numbers
This is the agentic readiness
of health funds today
Most can advise on all tasks
9 of 14 companies
Virtually all of them put up a wall on purpose
13 of 14 companies scored
Not one company could complete a job
0 of 14 companies
So what does an
agentic experience
in health look like?
Most health funds
Agents get clear advice,
but need a login to proceed.
An agent can advise on every task, and complete none of them. Everything is legible; nothing is doable.
Neutraal Ziekenfonds Vlaanderen
Lets your agent join
or switch fund.
The only Belgian fund where the comparison read cleanly and all three action tasks reached “can advise”. An agent gets through the enrolment flow and stops at the national registry number, which agents don’t know (and rightly so).
What about the rest?
of 14
Invisibles
An agent cannot reach or read them, they are just not part of the conversation.
of 14
Informers
Agents can get in and answer a question, but they cannot complete a job.
Showroom
Everything on display but no till. Usually by accident.
Gatekeeper
The task can only be completed behind a login, identity app, or in a dedicated app. Deliberate, every time.
of 14
Actors
Agents can complete at least one job end to end.
Always a decision to point outwards.
What answers did our agents get?
This gets us thinking.
Opportunity
How health providers can become more agentic.
— Open up to agents
The new frontier for winning with information.
Health funds know that offering great information is key to attract and retain customers. Agents are the new search engine, and GEO is the new SEO.
— Become an agent
Make it 'said and forget.'
People don’t like admin. Agents do. Reading a discharge summary, checking it against the package the member actually holds and filing before the deadline is a clear agentic use case . Rethink your channels through the lens of goal-directed agentic patterns.
Find out
how you
are doing
14 companies
6 in Belgium, 8 in The Netherlands.
Each was asked the same 3 tasks: