Vanbreda Health Care modernises user access with itsme

Executive summary

Vanbreda Health Care is a leading service provider for health insurers in Belgium. It partners as a third party administrator (TPA) with large companies to offer comprehensive hospitalisation and ambulatory insurance coverage for employees, and handle the claims of insured customers. 

Vanbreda Health Care faced a major challenge: user onboarding and login processes on their app were rather time-consuming and complex, particularly for less digitally savvy users. The security measures in place, such as multi-step authentication, and verifications depending on email and post, often created additional challenges for app users. This caused onboarding delays, increased the number of calls to the customer support teams and reduced user satisfaction.  

To speed up onboarding, streamline customer verification and login, and maintain strict data security, Vanbreda Health Care partnered with digital identity platform itsme^®.

Vanbreda Health turned to the digital identity platform itsme^® to deliver smoother, more reliable identification and login across its app and online portal, while ensuring the highest levels of privacy and data security.

In 2023, Vanbreda Health began using itsme^® for login. Existing users could link their email-based accounts to their itsme^® profiles, allowing them to log with a single click using passwordless, multi-factor authentication. Adoption increased immediately, thanks to itsme^®'s ease of use and familiarity in Belgium, as more than 80% of adults in the country already use itsme^® to access banking, government, and other platforms. 

A year later, Vanbreda Health Care started using itsme^® for the full identification flow for creating a new user account. This allows users to verify their identity and log in without juggling one-time pass codes, filling in lengthy forms, or uploading documents.  

"itsme^® helped us remove many steps in the account creation process, making the process effortless for everyone. Adoption grew quickly, and many more users completed their registration," said Koenraad Heijlen, Business Transformation Manager at Vanbreda Risk & Benefits. "Users get the same trusted experience they already know with itsme^®, combining simplicity, reliability, and the level of protection expected for health data.” 

Using itsme^®, users can access their digital insurance card or submit a claim within minutes, making the experience faster, smoother and more reassuring. This simplicity matters most in urgent moments: many people use the Vanbreda Health portal when they are admitted to hospital or need to file a claim after an accident, a time when every extra step adds pressure.

For an insurance broker and TPA like Vanbreda, making everyday interactions fully digital is essential to improving customer satisfaction and reducing operational friction. itsme^® has been a key enabler of this transformation, allowing users to securely verify their identities and complete claims or declarations in minutes.  

“Today, at least 80% of our interactions with insured customers are digital. The digital submissions for costs, hospitalisation declarations, and general inquiries have increased due to much improved customer experience," said Frank Fripon, Director Health Care, Specialties and Claims at Vanbreda Risk & Benefits.

Continue reading: How digital identity is reshaping insurance in 2025  

itsme^® has significantly improved Vanbreda Health’s user experience, digital adoption, and operational efficiency. Today, 60% of its users prefer itsme^®, and more than 50,000 people onboard using it each year. The advantages are numerous. 

"itsme^® enables customer registration in minutes, dramatically reducing the time compared to postal verification." Toon De Geest, Digital Growth Engineer at Vanbreda Risk & Benefits. Additionally, with most users now completing registration independently, app-related support calls have dropped sharply, freeing up service teams and improving response times. 

itsme^® did not only accelerate customer onboarding, but also became a cornerstone of  Health Care’s broader digitalisation strategy, making processes faster, more transparent, and more secure for both users and staff.

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