How Huysman cut boat cancellation time by 50%

A narrow process with a heavy administrative load

For three generations, Huysman Verzekeringen built its reputation on personal advice. Its team of 40 professionals wanted to keep that service personal while removing the administrative work that slowed it down.

Boat contract cancellations were a good place to start. The workflow was narrow enough to improve quickly, but complex enough to reveal the real cost of manual coordination.

Cancelling an insurance contract for a yacht or boat required several documents, repeated follow-ups, reminders, and a signature. Employees guided every case through the same sequence by hand, then made sure the information returned to the right systems in the right format.

The work was necessary, but it kept advisors away from the conversations where their expertise mattered. Huysman needed a process that was faster and more consistent without making the customer experience feel generic.

“We found Penbox to be a perfect fit for our needs due to its ability to streamline complex processes, its user-friendly interface, and the proactive support from the customer success team.”

Frederik Declerck, COO and Legal Expert at Huysman Verzekeringen

One personalized journey from existing data

Huysman sends customer and contract data to Penbox, which creates a personalized form with the relevant information already filled in. The customer only needs to complete what is missing.

The same journey collects the required documents and handles the digital signature. Customers no longer move between separate forms, email threads, and signing steps.

Once the journey is complete, Penbox returns the collected data to Huysman’s systems according to the company’s existing mappings. Employees do not have to assemble the file again or re-enter the information into another tool.

“We transmit data to Penbox to instantly create a personalized form, complete with pre-filled data and tailored to the customer’s context. This significantly accelerates the administrative process. Following this, Penbox returns the collected data to our systems, perfectly aligned with our mappings.”

Frederik Declerck

Around 50% less handling time per case

The new journey reduced handling time for boat contract cancellations by an estimated 50%. Routine reminders and follow-ups no longer had to be managed separately, and documents and signatures remained inside one controlled workflow.

Standardizing the process also made every case more consistent. Employees knew which information had been requested and customers could see exactly what they still needed to complete.

The result was not only operational. Customers responded positively to the speed and usability of the online journey, including clients over 80. Efficiency had improved without excluding the people Huysman wanted to serve.

“We have seen significant time savings per case, likely around 50%. Not only has this freed up resources for more valuable interactions with our clients, but it has also streamlined our processes, ensuring consistency and efficiency throughout.”

Frederik Declerck

Keeping personal advice at the center

For Huysman, operational excellence is not about automating the relationship. It is about automating the coordination around it. The repetitive work moves into the journey so advisors can spend more time helping clients with the decisions that require expertise.

That distinction matters in insurance. A faster process creates value when it gives the customer clarity and gives the advisor more time to advise, not when it simply shifts more work to the customer.

Extending the same approach

Huysman is now exploring how to apply the same approach to boat insurance applications. The goal is to stop asking customers for the same information more than once, reduce repeated signatures, and replace handwritten input that can introduce errors or become difficult to read.

A new custom journey can also remove back-office work such as splitting one completed PDF into three separate documents. Each improvement is practical on its own. Together, they create more capacity for advice, make growth easier to absorb, and give customers a clearer experience.

The first boat cancellation journey proved the operating model: use the data Huysman already has, guide the customer through what is still needed, and return a complete result to the systems where the team works.