Unigarant is a 100% subsidiary of the ANWB and has been a trusted name in personal insurance for over 50 years. Based in Hoogeveen, the company specialises in mobility, travel, and home insurance, delivering tailored service through a team of more than 650 professionals. Known for its customer-first approach and long-term partnerships, Unigarant continues to set the standard in the Dutch insurance market.
Collecting outstanding payments in the insurance industry isn’t just about reminders —it’s about timing, trust, and sensitivity. Customers are often navigating stressful financial situations, and coverage interruptions can have serious consequences. For insurers like Unigarant, maintaining both operational efficiency and a compassionate customer approach is critical.
Unigarant relied on traditional channels like post and email to send payment reminders, but these were no longer effective. In many cases, customers had moved and couldn't be reached, and privacy laws (GDPR) made it challenging to update contact details. Although phone numbers remained reliable, there was no streamlined, scalable way to use them effectively in the collections process.
Unigarant was looking for a smarter, more empathetic way to reach customers before missed payments became real problems. They needed a solution that would feel personal,fit smoothly into their process, and free up valuable time for the team.
Together with Collectmaxx, Unigarant introduced a carefully designed communication flow that connects with the customer in a relevant and empathetic way. The automated flow includes a well-timed voice message, sent after the final reminder but before coverage is suspended. The tone is calm and respectful, focused on informing rather than pushing. Immediately after the call, the customer receives an SMS with a personalized payment link, making it easy to take action on the spot.
The flow was tailored specifically to Unigarant’s needs, from tone of voice to timing, allowing them to stay true to their values while improving outreach and results. What once required manual follow-up is now handled automatically, without sacrificing the human touch.
With Collectmaxx, Unigarant shifted from static, one-way reminders to meaningful contact at scale, reducing friction, increasing resolution, and maintaining trust with every interaction.
The results were quick and significant:
● 📈 35% of customers pay after receiving the voice message and SMS link
● ⏱️ Significant time saved for the collections team
● 🤝 More personal, respectful interactions, aligned with Unigarant’s service values
● 📉 Fewer cases escalated to debt collection thanks to earlier engagement
● 📪 Reduction in complaints, even with increased message volume
For Unigarant, Collectmaxx enables more than automation. It helps the company connect with customers at the right moment, in the right way. The result:smoother operations, happier teams, and better outcomes for everyone involved.
For Unigarant, Collectmaxx is a way to connect with customers in the moments that matter most. By combining timing, tone, and technology, the company turned a difficult conversation into a positive customer experience, with measurable results.
“What I love about the team at Collectmaxx is that they really listen, think with us, and deliver incredibly fast.”
— Gerard Meijer, Team Manager, Receivables Administration at Unigarant