Beyond complexity: Driving sustainable change at a large Belgian insurer with TriFinance

Empowering Sales, streamlining Operations

TriFinance has led several transformation projects aimed at improving speed, intermediary experience (brokers and banking agents), and compliance, all while maintaining a focus on delivering value.

We played an important role in helping our client respond to evolving legislation, like the “Renon/Opzeg” rules, by going beyond analysis to lead the full project lifecycle. From IT adaptations and process redesign to communications and coordination with Assuralia, our work ensured regulatory changes were implemented without creating friction for end-users and intermediaries.

At the same time, we tackled internal efficiency challenges, like the broker training and continuous learning process. A once-manual, time-consuming workflow was transformed into a fully automated system. This not only saved internal teams weeks of work but significantly boosted broker satisfaction.

“Transformation isn’t just about systems, it’s about empowering people. We focused on simplifying complex workflows so teams can spend less time on manual tasks and more time creating value.” Stijn De Munck, Project Consultant, Financial Institutions.

Breaking silos, building trust

What makes transformation work? It's not just code or process maps: it’s trust, communication, and structure.

TriFinance played a major role in aligning diverse teams across IT, Operations, Legal, Sales, and Marketing.. In large-scale projects like introducing a new data synchronization layer to better manage addresses of clients, spanning over 200 IT collaborators and affecting more than 3,000 brokers and 2 million clients, our approach ensured clarity and collaboration from planning through hypercare.

That address change initiative, once plagued by errors and fragmented updates, now functions as a unified, end-to-end workflow. With one source of truth for addresses across all business lines (Life, Non life, Employee benefits), returned letters dropped by 20% in six months, and trust in internal systems rose accordingly.

“Trust is what moves transformation forward. By working side-by-side with the internal teams, we’ve been able to turn skepticism into momentum and complexity into coordinated action.” Gwen De Bruyn, Project Consultant, Financial Institutions.

From impact to momentum

The results speak volumes: many hours saved, increased customer and intermediary experience , improved operational visibility, and systems that scale. But what matters just as much is the momentum created.

Where we truly made the difference was through strong stakeholder management and effective communication, both internally and externally, we laid the groundwork for lasting transformation.

At our client, transformation is no longer seen as a one-off project.  It has evolved into a continuous mindset: one that focuses on creating lasting value, from onboarding to offboarding, across all key stakeholders: employees, intermediaries and customers.

This approach isn't just designed for them, it's built with them, ensuring transformation is inclusive, sustainable, and deeply embedded in the organization’s culture.  shares Stéphanie Struelens. With TriFinance as a partner, the organization hasn't just advanced its digital journey, it has fundamentally redefined how change is made.

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