MyP&V, a personalised customer zone for clients and digital companion for agents
by Groupe P&V (Belgium)
Objectives
This platform has been designed with our clients’ needs in mind. Another important objective is to strengthen the role of the agent as an expert advisor. The increased self-service reduces their administrative workload.
MyP&V offers to the client a secure and digital environment where our client can easily access a clear overview of Life and Non-Life insurance policies and related documents.
MyP&V gives the client a complete view of their coverages and protection divided in different “Ecosytems”.
For savings & investment products, we added by end 2025 a detailed view on the investment performance and returns, with a link to a detailed investment report.
Some of the key benefits for the client include:
Clients can view their insurance policies related to pensions, savings and investments, mobility, housing, and family.
Clients can view the composition of their invested capital in Branch 21 and Branch 23, with fund values and detailed info on returns.
Clients can easily update their personal contact information themselves, improving service efficiency.
Clients can reach their advisor quickly and efficiently, without needing to look up your contact information first.
Progress status
Completed / Deployed
New features are still added by Dev team.
Work team
Developed in house
Project Management: Project Mgt: transversal departments of Channel Management and Comms.
Work carried out to date
Clients can consult their insurance policies related to: pensions, savings and investments /mobility / Housing /family.
Related documents made available for clients.
Special terms of new contracts. The special terms of older contracts remain offline.
Addenda created via Life-Connect, both for new and older contracts.
Expiry notices and payment requests will not yet appear in the customer portal.
Clients can easily update their personal information.
Clients can easily find the contact information of their agent / advisor.
First Results & Lessons learnt
Overall aim to reach an adoption rate on our cross brands customer portals of 25% by end of 2026, scoring today an adoption rate of approximately 20%.
+40.000 clients that onboarded the new customer portal in the last year, providing an adoption rate of 15%.
The launch communication campaign had the following impact:
Roll‑out email campaign reached a total of 126,251 clients across four mailings with a strong average open rate of 55%.
Click‑through performance was also positive, with an average CTO of 21.5%.
In total, 15,082 clients clicked on the main call‑to‑action, leading them directly to the customer login screen.
Launching the platform with only partial disclosure of contract types more complex for users, agents and internally.
In general, users are happy with the basics we provide digitally but additions with new functionalities are needed.
Difficulties encountered & Remainng Challenges
Opening contract info for the first time to clients in a digital way challenged some data quality aspects, e.g. address information of intermediaries/unique identifying info on clients.
The partial disclosure of contract types is creating some complexity to clients, agents and internally, already partially solved with guiding information on MyP&V and in communication campaigns.
Expansion of available contracts for Life and Non-Life.
Making more types of documents available for clients where relevant in their customer journey.
New ecosystem Health planned for release March 2026.
Online Medical underwriting process in pilot phase, further roll-out in 2026.
Connection of claims system to portal to handle claims and status information.
