In September 2023, we asked 6,400 customers of Dutch health insurers CZ, Menzis, Zilveren Kruis and VGZ to perform 8 different service tasks on their health insurer's online service environment. They did this via smartphone, desktop and app. The goal? Discover which health insurer performs best in online service delivery. Respondents carried out the following service tasks:
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Submit claim
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Improve physical health
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Improve mental health
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Check current insurance
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Insight into healthcare consumption
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Dental care reimbursement
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Add insured person
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Find healthcare provider
VGZ stands head and shoulders above the other insurers, with an impressive average score of 81. Respondents rated VGZ highest in no less than 7 of the 8 service tasks. CZ follows with an average score of 78. Menzis completes the top 3 with a score of 77. 
Aspects that distinguish VGZ in their digital service delivery
The app consistently stands out above its competitors by offering an extensive range of functions and information that are seamlessly integrated into the app itself, meaning users need to visit the website less often. The focus on 'top tasks' and effective navigation ensures a smooth and simple user experience, and the speed and depth of the app have generally generated positive reactions. The mobile website, while it doesn't stand out as prominently above the competition, still offers a clear and informative experience. Overall, users can achieve their goals and find what they're looking for. The website also scores highly on providing detailed and concrete information. While completing tasks generally goes well, there's room for improvement, especially regarding making the site even more accessible.
