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Unlocking MyVivium to facilitate a medical & financial acceptance procedure

  • by Groupe P&V (Belgium)

Objectives

Medical acceptance is one of the most friction-heavy steps in the life insurance journey, involving sensitive information, multiple stakeholders, and historically fragmented, manual processes that create delays, administrative burden, and limited visibility for intermediaries and customers.

Objectives:

  • Further digitalise the medical underwriting process
  • Empower candidate-insured to complete simple medical formalities digitally via MyVivium / MyPV at their own pace (24/7)
  • Increase transparency for customer, intermediary and insurer
  • Improve completeness and quality of dossiers
  • Target 80% digitisation, representing approximately 4.600 cases annually

The ambition was not only operational efficiency, but to enhance distribution by turning a complex administrative step into a structured and guided digital experience.

Progress status

Pilot – Rolled out

Pilot phase rolled out (Vivium only) with 6 selected brokers from June to Sept. 2025.

  • 97 cases processed.
  • A relaunch of the pilot will be initiated in Roll-out to all Vivium brokers is planned based on the pilot feedback.

Work team

  • In house
  • Project Management: Project Mgt: Cross-functional initiative between business and digital teams.
  • External partner/team: External partners: Life-Connect (underwriting system) + connected API’s (Comarch) UX/UI (external design agency).

Work carried out to date

5 design chunks: notification & messaging strategy / medical questionnaire UX/UI design /

contact strategy / exception handling (exclusions, surpremiums) / Life Connect integration at both ends of the acceptance flow

  • UX/UI design led by an ext. digital design team using Figma, with a desktop-first approach.
  • The acceptance journey was mapped end-to-end: broker informs client → client receives email invitation → client authenticates in MyVivium → client fills in questionnaire and uploads documents → client provides consent and e-signs → broker and insurer receive notification → policy documents available in customer zone.
  • Technical implementation involved building APIs from Life-Connect, CuZo authentication, an e-signature module, a document vault, and an automated

 

 

 

First Results & Lessons learnt

  • 97 pilot cases processed by Sept. 2025, with 67 contracts issued, a 69% conversion rate during the pilot phase.
  • 96 out of 97 cases were handled by the pilot intermediary, with strong adoption when brokers actively promote the digital channel.
  • Broker engagement and active promotion are critical success factors.
  • System stability is critical in digital medical processes (e-mail delivery, e-sign availability).
  • Digital channel adoption dependent on data quality.
  • Clear status visibility for intermediaries is essential to avoid operational frustration.

Difficulties encountered & Remainng Challenges

  • Challenges with system stability during pilot: end-to-end platform integrations, email invites and e-sign functionality.
  • With 2 or more simultaneous proposals, the system required a manual workaround. Under dev’t at time of pilot evaluation (delivery Oct. 2025).
  • issues with Cuzo were related to the onboarding experience and not medical acceptance functionality itself.
  • Multi-party feedback loop led to delays and loss of detail.
  • Intermediaries reported insufficient visibility on the status of the acceptance process.
  • Roll-out adoption lower than expected when relying on a/c managers; a centralised training-led approach was recommended.
  • Scaling from pilot to broader distribution network (including PV brand) / Better user experience E-sign (It’s me) / Further automation of reminders and status updates / Improved monitoring and alerting on defects and resolution / Enhancing intermediary dashboard visibility / Ensuring long-term system robustness.