Customer testimonial: Bert Sonneveld – de Vereende

Payment is no one's favorite part of a customer journey. But if you're already struggling with payment issues, this is an extra big challenge. This is exactly the situation that plays a role in de United, a special insurer that provides people, ZZP-st and SME companies helps those who are refused by other insurers or whose insurances aren cancelled.

Bert Sonneveld, Manager Marketing & Acceptance at de United, share how how helped themen to simplify the payment process with a smart iDEAL-integration. The result? A smoother customer journey and greater payment convenience for clients ask. "Good for our customers, employees and efficiency!" 

A special insurer with a special challenge 

De Vereende is a safety-net insurer that insures risks that other insurers refuse to accept. They also operate the Motor Vehicle Guarantee Fund, which compensates for damages from uninsured or unknown third parties. This unique position means they have many clients who cannot go elsewhere, often due to a higher risk profile or previous payment problems. 

"Many people who are refused by other insurers due to payment problems, for example, can only apply to de Vereende “That's right,” Bert explains. 

However, the payment process was unnecessarily complicated. When a direct debit failed or an invoice remained unpaid, the customer received a paper letter or email with payment instructions. Customers had to make transfers themselves and manually retype data from a letter or email, which increased the threshold for payment. Moreover, this regularly led to confusion, especially when letters and new invoices crossed each other. 

The solution: a seamless iDEALintegration

De Vereende had been looking for a reliable partner for their customer communication via PlanetPress, a system for document automation, for some time. After previous collaborations did not go as planned, De Vereende contacted us in the summer of last year. 

The approach started with a clear problem analysis: the payment process had to be simplified. The solution: adding iDEAL payment links in the form of QR codes to letters and clickable links in emails, so that customers could pay directly and easily. 

We helped set up PlanetPress, a system for document automation, and linked it to BlueM, a platform for iDEAL payment links.

“The communication with Dialog Group is clear, agreements are clear and proactive thinking is done. As a customer you are really taken seriously and heard.”

Bert Sonneveld, Manager Marketing & Acceptance at de Vereende

From challenge to result

During the implementation process, various challenges came to light. The technical complexity was great: De Vereende works with a custom policy administration system and three different entities, each with its own IBAN number and payment environment. 

Specific issues had to be resolved, such as adjusting payment codes because payment features may only contain numbers, not letters. There were also exceptions such as amounts above €5.000 that could not be processed via iDEAL. 

Dennis, our consultant, worked closely with the project manager of de VereendeJohn Rijswijk. He found a creative solution for every challenge. "They think proactively and deliver concrete solutions," says Bert. "This is a real breath of fresh air." 

The impact: an improved customer journey

The iDEAL integration is now fully operational. Customers receive letters and emails with QR codes and payment links, which has significantly simplified the payment process. 

"With this approach, we make things much easier for customers who are already struggling with payment problems. And for all other customers as well. They no longer have to struggle with account numbers and retyping amounts, but can pay with a single click. That makes a big difference," says Bert. 

An ongoing collaboration

Following the success of the iDEAL integration, De Vereende and Dialog Group together on new projects. The next challenge is to make all communication, letters (including complicated claims handling), emails, policies and policy conditions more accessible, in the context of the European Accessibility Act (EAA), where, among other things, technical jargon must make way for understandable language. 

"Dialog Group already has experience with this, which gives confidence for the next steps." The collaboration shows how technical expertise and a customer-focused approach can together lead to noticeable improvements, exactly where they are needed most. 

Do you also want to improve your customer communication?

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