Letselschademanager is back: an independent digital front door for injured parties

Letselschademanager.nl is back. No platform, no account, no business model. A free and independent place where someone with an injury builds a complete file in twenty minutes and knows which insurer to take it to. We built it for the injured party. It is also a mirror for insurers.

• 20 minutes for a complete injury file
• 30 liability insurers mapped
• 1 front door per insurer. A good example gets followed.

Where it began

Letselschademanager went live on 1 March 2022, after two years of building. The idea came from markets everyone knows. Taxis and holiday homes were opaque and fragmented, until Uber and Airbnb put supply and demand in one place. Personal injury had the same problem. For the injured party, that is largely still the case: where do you start, who do you trust, what lies ahead?

The platform brought injured party, representative and insurer together in one file. Within about a year and a half, more than 6,500 claims ran through it. Injured parties reported directly to the insurer. In only about 10% of cases was a representative involved. It was mostly minor injury, exactly where a fast and direct settlement pays off most for both sides.

Why we changed course

Insurers gave us honest feedback. Uniting on a fully independent platform was not something they were waiting for. The need turned out not to be one shared platform, but the same digital claims journey inside the insurer's own environment. That insight became the starting point for DCSolutions as it exists today. Good handling starts with the insurer that offers the right process.

So we pivoted. Out of Letselschademanager grew Claim360, the orchestration layer that DCSolutions places on top of the insurer's core system. One file for injured party, representative, handler and experts, with workflow automation and AI in the workflow itself. That layer now runs live at several parties. Claim360 is system-independent. Since 2023 we have been an ecosystem partner of Keylane and we connect with Axon where it is available for all Axon users, but the same orchestration layer also runs on, among others, Novulo, CCS, UBench and Guidewire. That way an insurer can modernise without first replacing its core system, from intake to settlement.

That architecture matters more now that AI can prepare or carry out more and more tasks within claims handling. An AI agent needs reliable file data, clear permissions and a controlled workflow. Without such an orchestration layer, you mostly automate the mailbox.

The domain stayed, the purpose changed

After a year and a half we closed the option to report a claim on the platform. The running files were completed in phases, and the last part was migrated to Azori. We did not want to give up the domain. It held years of content, and something was missing in the market.

Anyone who starts searching after an accident mostly ends up with representatives and legal expenses insurers. Their sites are often good, but they have a goal: to have the case run through them. Outside De Letselschade Raad there is little that is truly independent. And 'personal injury expert' is not a protected profession. Anyone may call themselves one.

So we kept the foundation and rewrote everything from the injured party's point of view. The site now does three things.

A complete file in under twenty minutes. The reporting tool asks once for what an insurer needs. The injured party receives an injury file as a PDF, a letter holding the other party liable, an overview of their heads of damage, a list of attachments and the insurer's correct reporting address. There is no account and no database. What someone fills in stays in their own browser.

Only help with a quality mark. Anyone looking for a representative searches directly in the public register of the Nationaal Keurmerk Letselschade, the Dutch quality mark for personal injury. The search tool shows by default only the parties that stand on the injured party's side. We keep no list of our own and earn nothing from a referral.

Explanation without an interest. How liability, the medical process and the settlement fit together, with the deadlines that go with them. The information and tools remain free to use.

The digital front door is far from a given

Before the relaunch we mapped, for 30 Dutch liability insurers, how an injured party without a policy number, an account or an existing claim can report an injury. Nine have their own injury mailbox. With two it exists, but it is hidden on the website. Fourteen route it through the general claims intake. With five you first have to report online or through your adviser, and only then do you get an address your report can go to.

For most injured parties, an email address is therefore the front door. Anyone who picks the wrong address or delivers their story in pieces can face an unnecessary delay before the information is complete and in the right place. While the deadline keeps running.

Our conviction is simple: for every injured party there should be one recognisable digital front door per insurer. A place that explains what is going to happen, asks once for the right information and makes sure a complete report arrives in the right place. One place that explains what is going to happen. Asking once for what is needed. A report that arrives complete. The first step does not have to be complicated. We have set it up as a free public site. Letselschademanager shows that the first step can be surprisingly simple.

This is the floor

Letselschademanager is deliberately simple. There is no connection with the insurer. The injured party forwards the file by email and the handler transfers it into their system. It makes the current process better, and that is all it does.

At insurers that work with DCSolutions, it goes further. The intake arrives in fields and an incomplete report does not get through. Via API everything lands directly in the core system. After that, injured party, representative, handler and experts work in the same file, with one statement of loss and the same advances, deadlines and status for everyone. AI prepares, the handler decides.

Letselschademanager shows what the digital front door can look like. The next step is that the information no longer has to be copied over, but becomes part of the claim file straight away. That is exactly where Claim360 begins.