Customer interest and reputation

This gap not only puts pressure on the customer's interests, but also on the reputation of the sector. The Association supports insurers in recognising and addressing these bottlenecks, including through dialogue with members, stakeholders and customers.

Claim for damages with further investigation

In case of doubt about a claim (for example about the circumstances, mistake or possible fraud), no payment will be made immediately. The insurer will first conduct further investigation, such as checking the cause of the damage or the costs submitted. We have created an infographic for customers of this research process.

Accessibility

More than a million people in the Netherlands need extra support, for example due to a mild intellectual disability. This requires adapted customer contact. So watch the video below. Or would you like a training or workshop by experience experts? Please contact Stichting Prokkel Foundation or the LFB.

Digital accessibility

The digital services of insurers must also be usable for everyone, including people with a permanent or temporary disability. Think of low vision or limited motor skills. The Digital Accessibility page contains practical guidelines and links.

Payment issues

Insurability is about access to insurance, payment problems are about maintaining it. Financial problems with customers require careful and consistent action. Insurers can prevent escalation and contribute to solutions. The Association offers for this:

• Guidance in case of payment problems: identifying and acting in case of suspicion of money problems among customers.
• Connection to the Dutch Debt Relief Route (NSR): insurers can refer customers with money worries to help via Geldfit.nl).
• Protocol for payment arrears (binding for members of the Association) with rules for insurers in dealing with customers with payment problems.
• Communication format that allows insurers to inform customers about the process in the event of late payment.

Financial education

Where payment problems focus on dealing with problems, financial education is aimed at preventing them. The insurance sector wants to assist the customer in dealing with risks. In order to make wise financial decisions, people must have financial skills. We therefore participate in the following initiatives.

Money Wise Platform

By participating in this platform, the Association supports efforts to increase the financial (self-)reliance of Dutch people:

• The aim of the national project week Money Week, held annually at the end of March, is to teach children and young people how to deal with money. This lays the foundation for financial independence in adulthood. After all, learned young is done old! Look for all activities on weekvanhetgeld.nl.
• During the 3 Days of Pension , information meetings with pension participants and employers will be held throughout the country.

LEF Foundation

This foundation has been committed to making MBO students financially wiser since 2010. Through guest lectures by professionals from the financial sector, young people aged 15 to 22 experience the real value of money and how to deal wisely with income and expenses, saving and borrowing. The guest lecturers volunteer in front of the class to help young people become financially independent. Together with the financial sector, LEF developed a teaching program that matches the risks, opportunities and perceptions of MBO students, with recognisable situations and concrete choices. In this way, they learn to arrange their financial affairs, such as insurance, themselves and to face the future with confidence.

If you want to become a guest lecturer as an employee of an insurer, or if you want to support the LEF Foundation as an insurer, please visit the LEF Foundation