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With a Digital Sales Score of 38, CentraalBeheer.nl has a comfortable lead on second place winner Allianz.nl. In the Disability Insurance study, conducted among 100 business clients on desktop, Allianz.nl scores 29 points. Interpolis.nl follows at a 7-point distance, with a Digital Sales Score of 22.

>> Get high level results in the Market Insights Update Disability Insurance June 2019

Allianz.nl is the winner in Customer Experience. With a Customer Experience Score of 66, it leads this ranking. CentraalBeheer.nl scores 65 points here.

  • Digital Sales Score
    Study: Disability Insurance
    Measurement date: June 2019
    Country: Netherlands
  • Total
  • 1 CentraalBeheer.nl 38
  • 2 Allianz.nl 29
  • 3 Interpolis.nl 22
  • 4 Rabobank.nl 16
  • 5 Amersfoortse.nl 14
  • 6 Klaverblad.nl 14
  • 7 Unive.nl 13
  • 8 Aegon.nl 11
  • 9 ZZP-Nederland.nl 8
  • 10 Movir.nl 7
  • 11 Goudse.nl 7
  • 12 Tulpenfonds.nl 5
  • 13 NN.nl 4
  • 14 Reaal.nl 0
  • 15 AOVergelijken.nl 0
  • 16 aovonlinevergelijken.nl 0
  • View full list
  • Highest total score
  • Highest score on device

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CentraalBeheer.nl winner, but less effective with its website visitors

Despite CentraalBeheer.nl’s victory, the company is less than efficient in handling its website visitors compared to the previous study (March 2017). In that study, CentraalBeheer.nl convinced 47% of its visitors to choose them; this time, the Conversion rate was down to 32%.

The drop in Conversion is partially due to an increase in the number of players on the market: Allianz.nl, Interpolis.nl, Amersfoortse.nl, Unive.nl, and ZZP-Nederland.nl are all found often enough by business customers for a place in WUA’s ranking.

Of these ‘newcomers’, Allianz.nl is the most successful. Around half of all small business owners and directors and major shareholders find Allianz.nl; of them, around 39% choose this insurer. The lower Findability compared to CentraalBeheer.nl does lead to a lower Preference score: 19% end up choosing Allianz.nl, compared to 26% choosing CentraalBeheer.nl.

Aegon.nl found by 1 in 3, is less convincing

Aegon.nl is found by 1 in 3 respondents. Of these, it convinces 15% to take out a disability insurance policy at Aegon.

Digital CX-Score

The Digital CX-Score is a representation of the total experience on a website, and is based on questions on the themes Look & Feel, Offer, and Brand. Think of, for example, the clear and quick presentation of the offer on a website, and the trust people have in the company behind the website. The score consists of a weighted average of these parts, in which parts that have more impact on the final preference contribute a relatively higher weight to the average. For instance, our analyses show that the elements of Offer and Brand are more important in customers’ final preference than Look & Feel.

  • Digital CX-Score | Desktop
    Study Dissability Insurance
    Measurement date: June 2019
    Country: Netherlands
  • Score
  • 1 Allianz.nl 66
  • 2 CentraalBeheer.nl 65
  • 3 Rabobank.nl 58

Market Insights Update

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Allianz.nl provides best Digital Customer Experience

Allianz.nl, CentraalBeheer.nl, and Rabobank.nl shape the Digital CX Ranking. Allianz.nl provides the best customer experience. With 66 points, this insurer is just ahead of CentraalBeheer.nl, which achieved a Digital Sales Score of 65 points. Rabobank.nl has a Customer Experience Score of 58.

On the Allianz.nl website, respondents appreciate the options they are given as well as the clear explanations. Customers say the website ‘clearly explains why there are different types of disability insurance policies, and visitors are guided through a helpful tool in making a decision. The separate policies are presented in a convenient overview.”

Some Research Insights

  • With a Digital Sales Score of 38, CentraalBeheer.nl has a comfortable lead on second place winner Allianz.nl.

  • Allianz.nl scores 29 points. Interpolis.nl follows at a 7-point distance, with a Digital Sales Score of 22.

  • Allianz.nl is the winner in Customer Experience. With a Customer Experience Score of 66, it leads this ranking. CentraalBeheer.nl scores 65 points here.

  • Despite CentraalBeheer.nl’s victory, the company is less than efficient in handling its website visitors compared to the previous study (March 2017).

  • Allianz.nl, CentraalBeheer.nl, and Rabobank.nl shape the Digital CX Ranking. Allianz.nl provides the best customer experience. With 66 points, this insurer is just ahead of CentraalBeheer.nl, which achieved a Digital Sales Score of 65 points. Rabobank.nl has a Customer Experience Score of 58.

Goal and relevance of this research

The goal of this study was to exactly map the digital experience of potential customers who are orienting themselves on taking out disability insurance. It’s important to capture consumers’ choices and their reasons for choosing a specific brand/website. WUA has worked on a validated model for the past 10 years. Our model shows as precisely as possible what customers want, what the best practices are, as well as which possible issues each provider faces. A custom-made report is available within two weeks, including an action workshop on location and an accompanying presentation.