How Did AG Insurance Transform Digital Benefits Management for Millions of Users

01 — CHALLENGE

Simplifying Complex Insurance Benefits 

As Belgium's insurance leader, AG Insurance faced a massive challenge: turn complex employee benefits into something anyone could understand and use. They needed they needed a digital platform that would make managing health, pension, and disability insurance feel effortless.

"Our goal was to help employers inform their employees about their benefits," explains Els Vanden Begin, Head of Customer Experience/Customer Intelligence at AG Insurance. "We needed a digital solution that would allow users to discover their pension and health coverage, access self-service tools, and utilise additional services like mental healthcare support."

02 — SOLUTION

Self-Service Insurance Platform with Real-Time Claims Tracking

"One of our key challenges was creating a dashboard for tracking healthcare claims," shares Els Vanden Begin. "Users needed to be able to submit claims, monitor processing status, and check reimbursements. We approached In The Pocket to help optimise these flows and provide design examples that would enhance the user experience."

We developed an integrated digital platform focused on three core capabilities:

• Healthcare claims management with status tracking and reimbursement monitoring
• Digital hospitalisation reporting
• Benefits discovery and management dashboard

The platform streamlines the entire benefits management process while maintaining security and operational efficiency. It includes features like digital proof of insurance cards, self-service environments, and automated claim processing.

03 — APPROACH

Two-Phase Design Strategy from Discovery to Implementation

"Getting face-to-face with real users changed everything," says Els. "It brought our entire organisation closer to the people we serve."

Our partnership with AG Insurance followed a methodical, iterative approach:

Discovery Track

• Extensive experience mapping to understand current pain points
• Stakeholder analysis of the B2B2E ecosystem
• Definition of critical user needs and business goals
• Exploration of multiple solution concepts through high-level prototypes

Research and Design Track

• Deep dive into digital solution specifications
• Information architecture testing and validation
• Development of clickable wireframes and designs to explore optimal UX/UI
• Quantitative and qualitative user testing for concept validation and usability
• Continuous iteration based on user feedback and testing results

"What's particularly valuable," Els notes, "is that In The Pocket understands our constraints. They know there's an ideal solution, but they work within our practical limitations to deliver the best possible outcome."

‍

04 — OUTCOME

Accelerated Claims Processing And Enhanced User Adoption

The partnership delivered meaningful improvements across multiple dimensions:

• Streamlined processing times for both customers and AG Insurance
• Significant increase in digital self-service adoption
• Reduced need for customer support intervention
• High user satisfaction with the new platform
• Enhanced internal digital capabilities through knowledge transfer
• Stronger understanding of user behaviour and needs

"Working with In The Pocket brings advantages beyond just the deliverables," Els reflects. "Their unbiased approach to user testing, their ability to meet deadlines, and their understanding of our needs and constraints makes them a valuable partner. They don't just deliver solutions, they help us grow our own capabilities."

The partnership continues to evolve, with AG Insurance knowing they have a trusted partner for future digital initiatives. As Els explains it, "Whenever we face a new digital challenge," Els says, "In The Pocket is our first call. They're more than partners, they're the team we trust to help us shape the future of insurance."

‍