SantéPlus Mutuelle : Digitizing Customer Relationships with Mobile Wallets

Context

SantéPlus Mutuelle, a historical player in the mutual insurance sector, has been supporting its 160,000 clients in managing their healthcare since 1870. Recognized for its excellence and certified as a Great Place to Work, the mutual decided to innovate by dematerializing the third-party payment (TP) card. In a context where simplifying administrative procedures has become a priority, integrating Apple Wallet and Google Wallet mobile solutions emerged as a vital approach to modernizing the customer experience and meeting the requirements of the RIA law.

The Challenge

Before this digital transformation, managing third-party payment cards had several limitations. Physical cards were often forgotten or misplaced, complicating access to services. Additionally, manual renewal processes led to high costs and a risk of fraudulent use after cardholder termination. Furthermore, customer communication, limited to traditional channels such as mail or email, lacked efficiency in maintaining a consistent and relevant connection.

The Solution

To address these challenges, SantéPlus Mutuelle launched a fully dematerialized third-party payment card that could be integrated into mobile wallets. This project, developed in partnership with Captain Wallet, was structured around several key steps:

Simplified Adoption

The mutual implemented a multi-channel communication strategy to encourage clients to adopt the digital card. Dedicated emails, combined with personalized SMS messages, guided members to a quick download link. In stores or during interactions with advisors, QR codes also facilitated the instant addition of the card to the mobile wallet. This approach enabled a seamless adoption process, making the digital transition accessible to all age groups.

‍

Advanced Features

Once downloaded, the third-party payment card offered unique and practical features:

• Automatic updates to rights and contractual information, ensuring real-time compliance.
• The ability to share the card with a family member or healthcare professional via a secure link.
• Simplified access through a scannable QR code identical to those on physical cards.

An Enhanced Experience

To maintain active engagement with its members, SantéPlus Mutuelle integrated push notifications. These messages informed clients of updates to their card or reminded them of important deadlines, such as rights renewals. This feature strengthened the brand’s proximity to its customers while providing a useful and distinctive service.

The Results

The launch of the dematerialized card quickly delivered results. Within six months, 20% of the opt-in customer base had adopted the wallet. A second campaign brought the activation rate to 50% in just four months. Engagement was significant across all age groups, including those over 75 years old, confirming the accessibility and relevance of this solution.

A Beneficial Experience for All

For members, the digital card simplified daily life by ensuring permanent access to their rights and services. Processes became smoother, and interactions with healthcare professionals became faster. For SantéPlus Mutuelle, this transformation significantly reduced the costs associated with printing and mailing cards, while also strengthening customer loyalty and satisfaction.

Looking Ahead

Building on this success, SantéPlus Mutuelle plans to increase the opt-in customer base by 30% in the coming months. The mutual also envisions integrating more push notifications to inform clients about every transaction made with their card. With this strategy, SantéPlus Mutuelle reaffirms its role as a pioneer in the digital management of healthcare rights, while placing the customer experience at the core of its innovation.

‍