Nanda Nottelman-de Bruijn
Zwitserleven

The collaboration between Athora and Dialog Group has a long history. The collaboration started at SNS, which was later acquired by Vivat. Vivat will now continue under the Athora banner, which includes the Reaal and Zwitserleven labels.

Nanda Nottelman-de Bruijn works as a product manager at Zwitserleven and is the first person to use interactive videos in collaboration with Dialog Group.

You first worked as a product market manager at Reaal. During that time you initiated the use of interactive videos and developed them together with Dialog Group.

Nanda: 'That's right. It's becoming increasingly difficult to get people moving in a traditional way, such as by letter. That's one of the reasons why we've used a total of four personalized, interactive videos. One of them was the survivors check. With this check, customers can check what the financial risks are when their partner dies. The system behind the video must be able to calculate with real-time data. What if someone indicates a certain family situation, what information and questions should follow? We've given your colleague Jorgos some serious challenges, haha.'

“With the right systems, data and support, you can communicate with your customer in a much more targeted manner.”

We have been working together for several years now. How do you experience the collaboration?

'I think it is a very nice collaboration. Dialog Group is an organization with direct lines. I have fixed points of contact and the contact is accessible and personal.'

Back to the survivor check. What did this video bring you?

'People usually don't take out insurance right away, they think about it a bit longer. So as an insurer it is important that someone keeps thinking about you. Last year, when corona made its entrance, we noticed that the number of people who looked at the survivors check increased. While we didn't bring it to attention again at that time. I think you are back on top of mind because you shared relevant, personal information earlier.'

In addition to the personalized, interactive videos, you also send letters by post.

'Yes, there are many legal rules for insurance regarding communication and that is often still traditional in a letter. This does not mean that we always send those letters by post. Many customers have given permission to communicate with them digitally. We will then send an email notification that mail is ready for the customer in MijnReaal or My Zwitserleven. This way, the customer can easily find all the information in one place and we also save a lot of paper. And that is good for the environment.'

What do you want to achieve in the next two years when it comes to customer interaction?

'I have made the switch from insurance to pensions. Pensions have a dusty image. Many people don't look into it and don't know how it works. But a new pension law is coming that expects you to think about your pension. Look, it will never be a fun subject, but it can become a lot more accessible by digitizing it.'

Can you explain that further?

'What I actually want to say is that organizations can communicate more specifically per person on the basis of complex data. You can take many factors into account in your customer interactions. What is the education level of that person, does that person keep the administration at home or is that done by someone else? With the right systems, data and support you can communicate in a much more targeted manner. That is more pleasant for the customer and good for the organization.'

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