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A new phygital experience for car insurance with a strategic partner

  • by Groupe P&V (Belgium)

Objectives

  • Set up a Car Insurance program integrated into D’Ieteren’s products/services, aligned with D’Ieteren’s vision – smooth and sustainable mobility in BE.
  • Improve customer satisfaction through a digital, omnichannel, and simplified experience.
  • Support D’Ieteren’s commercial strategy with flexible insurance products integrated with their services.
  • Ensure a rolling start capitalizing on over 15 years of existing collaboration.
  • Growth in conversion rate to 20% for retail clients.

Progress status

Finalised

Use case is finalised for main scope.

  • Small scope additions and improvements are planned for delivery in 2026.

 

Work team

  • With external partner
  • Project Management: Project Mgt: Collaboration between Non-Life, Communications, Channel Management and Sales Vivium departments
  • External partner/team: External Partner: D’Ieteren and VW D’Ieteren Finance

Work carried out to date

  • P&V tools are already connected with the D’Ieteren IT platform and program. 25 FTEs dedicated to our services for D’Ieteren.
  • Adapted commercial and claims processes.
    • PCP certification for automotive salespeople in the D’Ieteren network + structured coaching.
    • Joint governance (QBR, MBR, strat committees).
    • Dealership salespeople –Connect showroom & digital, use the simulation & quote tool & digital signature.
    • Contact Centre –Convert digital leads, support digital claims declaration and customer zone.
    • Account Managers – Ensure omnichannel consistency, training on digital tools, PCP training, sales coaching
    • Complete offer: Omnium, 3RD Party liability, assistance.
    • Modernized pricing (ADAS segmentation, km, vehicle age, fuel & energy).
    • 100% phygital customer journey.
    • Digital developments (APIs): simulation tool, claims declaration, customer zone, Salesforce CRM, digital integrations.
    • Marketing activation: lead automation, brand-specific websites, commercial actions, and commercial co‑

 

 

First Results & Lessons learnt

  • Increasing dealer satisfaction.
  • Rolling start stabilizing and improving.
  • Performance improvement through coaching.
  • Strengthened cooperation, especially in marketing and communication.
  • New learnings in end-to-end digitally enabled customer journey.

 

Difficulties encountered & Remainng Challenges

  • Strengthen showroom & digital visibility.
  • Accelerate digital tool adoption in the network.
  • Network turnover à maintain skills & certification.
  • Challenges related to private leasing (anti-selection).