Allianz

Business objective

Pension participants increasingly expect digital services that are easy to use, accessible and available when they need them. For pension providers, this creates a clear need to offer more self-service options while maintaining accuracy, compliance and a high-quality participant experience.

Allianz wanted to further develop its pension participant portal into a more modern, intuitive and self-service driven environment. The aim was to give participants more control over their pension-related choices, while reducing administrative complexity and supporting a smoother digital journey.

The objective was clear: enable participants to manage more pension-related actions independently through the portal, with Keylane Plexus Digital Engagement, PDE, as the digital foundation.

Solution

Allianz and Keylane are continuously expanding the self-service capabilities of the pension participant portal powered by PDE.

A recent milestone was the introduction of new functionality that enables participants to add their cohabiting partner themselves and register directly for ANW (Dutch Surviving Dependants Act) gap insurance through the portal.

These new capabilities make it easier for participants to manage important personal and insurance-related information without needing manual support. At the same time, the portal helps Allianz offer a more intuitive digital experience and reduce administrative handling.

The development of the portal is ongoing. Additional personal choice options, improved insights and enhanced dashboards are planned, further strengthening the portal as a future-proof digital channel for pension participants.

Business value

With the expansion of self-service capabilities in the PDE pension participant portal, Allianz is taking an important step towards a more participant-driven and digitally enabled pension experience.

The solution delivers business value by enabling Allianz to:

• Increase straight-through processing (STP) by allowing participants to add a cohabiting partner and register for ANW gap insurance directly through the portal. These requests were previously submitted by email and processed manually by the back office.
• Reduce manual administrative work as more pension-related actions are handled digitally. While current transaction volumes do not yet translate into measurable FTE savings, the increased level of STP supports more efficient and scalable service operations.
• Give participants greater control over their pension-related choices by guiding them towards the participant portal as the primary channel for managing their pension arrangements.
• Expand digital self-service further with additional functionality, such as managing voluntary additional pension savings. Once delivered, this will add another fully digital STP transaction to the portal.

For Allianz, the portal supports a more efficient and future-ready service model. For participants, it provides greater convenience and control, making it easier to manage important pension-related choices independently.