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    TCS is here to make a difference through technology.

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      TCS is here to make a difference through technology.

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      Discover all solutions
    • Industries
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      15 May 2025 TCS Recognized as One of the World’s Top 50 Brands by Kantar BrandZ; Brand Value Soars 28% YoY to $57.3Bn
      14 May 2025 TCS Partners with Khan Bank to Future-Proof its Operations, Enhance Customer Experience and Propel Innovation leveraging AI and ML
      12 May 2025 TCS Partners with Dhofar Insurance Company to Transform its Core Insurance Platform
      View all
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      02 May 2025 TCS Ranked Denmark’s #1 IT Service Provider for Customer Satisfaction in 2025
      11 Apr 2025 TCS Partners with Google Cloud to Accelerate AI-led Transformation in the Retail Sector
      01 Apr 2025 TCS Unveils the TCS Digital Twindex Report for Future-Ready Manufacturing
      View all
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      22 Apr 2025 TCS Ranked #6 Amongst Banking Technology Providers and Recognized as a Regional Leader across all Geographies by Everest Group
      17 Apr 2025 TCS BaNCS Named a Leader Among Wealth Management Products by Everest Group
      01 Apr 2025 TCS Positioned as a Leader in Worldwide Discrete Manufacturing Product Lifecycle Management Strategic Consulting Services and Systems Integration by IDC MarketScape
      View all
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    TCS Worldwide
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    Better experience for CM’s customers via a central app

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    Report
    10 Jun 2024

    Highlights

    • Belgium’s largest health insurance provider CM offers many compulsory and optional services.
    • Disconnection of services, processes, and tooling was hampering efficiency and customer excellence.
    • Centralised software platform TCS BaNCS™ reduced operational costs and improved service quality and efficiency.

    Christelijke Mutualiteit (CM) is Belgium’s largest compulsory health insurance provider, serving about 4.5 million members across the country. A not-for-profit organisation, it offers a range of health insurance and lifestyle services throughout Belgium and is committed to customer satisfaction, cost control, and flexible operations. 

    CM reimburses medical expenses, promotes healthier lifestyles, and offers supplementary and optional insurance to cover any additional medical costs for its subscriber base. The diversity of supplementary insurance brings both unicity and challenges to its operations. 

    In the past, the heterogeneous landscape of decentralised legacy applications involved led to inconsistent customer experiences based on the multitude of products and services offered. Regional differences in application handling meant that processing times varied based on location. 

    Decentralised services, processes, and tooling were hampering efforts to optimise operational efficiency and achieve customer excellence. The organisation turned to Tata Consultancy Services (TCS) to create a centralised insurance software application that could meet CM’s ambitious goals. The insurer sought ways to streamline processes and deliver consistent service excellence while reducing operational costs. 

    To achieve process optimisation, CM worked with TCS to digitise, standardise, and automate key processes. This meant migrating the individual insurance policies of all the members of the same family to a single unified policy, for instance, while preserving financial billing data from various legacy applications without disrupting staff access and member support.

    TCS introduced an innovative solution: a centralised, web-based insurance software application using the TCS BaNCS platform. This end-to-end platform includes a built-in product configurator and rules engine, as well as a comprehensive API library that enables seamless product configuration and integration with other CM applications.

    Harmonising insurance services through a single app

    Christelijke Mutualiteit (CM) delivers customer excellence by centralising its insurance applications.

    Transcript downloading Download transcript

    Following the successful implementation of the platform, CM now has at its disposal a simplified, web-based, centralised solution that handles all its processes and manages various entities. A variety of units within CM can operate harmoniously through standardised business processes such as claims handling. This strategic move has enabled the organisation to reallocate a team of 40 full-time staff from claims handling to customer service, prioritising the most urgent member cases.

    With the platform’s applications also extending to financial and management reporting, CM is now able to process, analyse, and visualise data more efficiently, supporting better-informed decisions and the introduction of innovative new member features. Two of these have already had a positive user impact: the creation of a new web portal and mobile app, both of which encourage self-service and empowerment for all members.

    Business process automation has not only reduced operational costs for CM, but has also helped it improve service quality, leading to increased customer satisfaction and cementing its 12-year-long partnership with TCS. 
     

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