The specific dynamics of the Belgian healthcare market

Ruth Verstraete, CEO of DKV Belgium, und Theo Kokkalas, Chairman of the Board of ERGO International

In this first edition of „ERGO Talk International“, Ruth Verstraete, CEO of DKV Belgium, joins Theo Kokkalas, Chairman of the Board of ERGO International, to discuss the specific dynamics of the Belgian healthcare market, DKV Belgium’s premium and digital strategy, and what other ERGO markets can learn from their success. The conversation also offers personal insights into Ruth’s leadership journey from actuary to CEO.

Belgian Healthcare Market

The Belgian healthcare system combines strong social security with a dynamic private health insurance market. Ruth Verstraete explains how DKV Belgium became market leader in this environment and where she still sees growth potential.

Key Takeaways:

• DKV Belgium is the market leader in private health insurance with around 33% market share.
• The private health insurance market has a premium volume of about €2–2.5 billion, representing only around 7% of the total Belgian insurance market – but with above-average growth in recent years.
• DKV Belgium expects around €820 million gross written premium (GWP) in 2024 and forecasts close to €880 million for 2025.
• CEO Ruth Verstraete has been with DKV Belgium for almost 22 years and has led the company as CEO since early 2023, building on a strong background in risk management and actuarial science.

Strategy, Service & Digitalisation

As a premium brand, DKV Belgium focuses on excellent service and smart digital solutions. From highly automated claims to a new app and the principle „digital first, not digital only“. Ruth Verstraete shows how technology and service culture go hand in hand.

Key Takeaways:

• DKV Belgium positions itself as a premium brand and a strong focus on excellent customer service.
• Around 85% of claims reimbursements are submitted via digital channels (portal and DKV app), many of them fully automated end-to-end.
• Approximately 20 software robots support claims handling, operations and administration, helping to manage growing volumes and costs efficiently.
• The DKV app offers enhanced security for sensitive health data, additional features and supports the strategy „digital first, not digital only“, combining digital tools with personal service in the contact centre.

Learnings & Leadership 

DKV Belgium’s success in the SME and corporate segment offers valuable learnings for other ERGO markets. Ruth Verstraete also shares how she leads the company today: by combining data, people and authenticity.

Key Takeaways:

• DKV Belgium has achieved strong growth in the SME and corporate segment in recent years, making this a key driver of its market success.
• Operational excellence, supported by lean and change management, enables teams to work „smarter, not harder“ and has already inspired other ERGO entities.
• Ruth says „data tell a story, but people write the future.“