And since every citizen is at liberty to switch health insurer each year, there’s an extra motivation to provide policyholders both the best quality of care and the best quality of customer experience.
“Every year, roughly 7% of the population switch insurers, but 96% of CZ’s policyholders renew year after year, which is something we take great pride in,” explains Ton.
Outperforming the market this way is in part thanks to providing policyholders excellent experiences and frictionless interactions, whether that’s in person or via digital channels.
But with a wide variety of IT systems—including bespoke mainframe systems running on DB2 databases, .NET and Java bespoke systems, packaged ERP and CRM systems, and some legacy internal Lotus Notes applications—it was becoming increasingly hard for CZ to deliver the kinds of frictionless customer experiences that they desired.
Back in 2014, when the term “Low-Code Application Development Platform” was first coined by Forrester Research, Ton decided his team should investigate. “I had already been a 4GL enthusiast in the eighties, but so far, it had not lived up to the hype,” says Ton. “But given the new promises of faster development, we needed to investigate, in the interests of our policyholders.”