Founded in September 2023, Gentto embodies a new approach to third-party management in health and personal protection insurance. Through an agile organizational structure, proven expertise, and a vision firmly focused on service quality, this young company, backed by the APICIL and in partnership with Docapost, aims to redefine the standards of outsourced management.
Interview with Philippe Risbourg, CEO of Gentto.
Contents
Can you tell us a little about Gentto?
Philippe Risbourg: Gentto is a third-party management provider in the health and personal protection sectors. Founded in September 2023, our goal was to create an entity within the Group that combines expertise and experience in health and personal protection with the agility to offer solutions that increasingly meet our clients’ needs. Above all, we know that the customer experience is built on trust and stability, which enable us to build long-term relationships with our clients. We currently have about 400 employees, some of whom come from APICIL’s original teams and others who were recruited to build dedicated functions: product development, sales, HR, finance, compliance, and more.
We already provide health insurance coverage to more than 580,000 people, pension coverage to 590,000, and serve nearly 84,000 businesses. And our ambition is to go far beyond managing the APICIL portfolio: we aim to add 100,000 to 200,000 more people to our coverage each year.
What makes your model unique?
First, the very structure of client relations, based on a hands-on middle office: each client is assigned an expert contact person capable of handling requests from start to finish, without the silos typically found between a disconnected front office and an opaque back office. This model promotes responsiveness, continuity in case management, and a long-term relationship built on trust.
Next, theinsurance expertise is a real asset: as part of the APICIL Group, Gentto benefits from a solid foundation in regulatory compliance and operational processes, which it makes available to risk holders, brokers, and partner companies.
Finally, our tools set us apart. We rely on an integrated Front Office/CRM/Back Office system, enhanced by Docaposte’s technological components (electronic signatures, automated processing of dental estimates, etc.), and we are able to reimburse certain services—such as osteopathy—in less than 24 hours.
You place a lot of emphasis on the regulatory aspect. Why?
Because, just like data quality, it is a key expectation of our risk-bearing clients. And because compliance is in our DNA.
Together with and for the APICIL Group—an insurer deeply committed to compliance issues—we have developed a solution that incorporates the industry’s regulatory requirements. For example, our teams are well-versed in claims reporting requirements (QPC), and we are actively preparing for DORA, the new European regulation on digital operational resilience.
Our clients must be able to delegate with confidence, without fear of compromising traceability or compliance.
How do you approach the customer experience at Gentto?
We view it as a tool for customer retention but also a source of competitive differentiation. We have structured our teams to serve four types of stakeholders: risk owners, brokers, businesses, and policyholders. Each has its own expectations, background, and needs. We work to address these in a tailored manner.
Specifically, we have:
- a team dedicated to B2B relationships, particularly for audits, claims coordination, and contract management;
- powerful digital tools: portal, mobile app, electronic signature;
- commitments regarding timelines (particularly in healthcare);
- a desire to expand operating hours to better meet needs (evenings, Saturdays, overseas locations, etc.).
In the area of pension planning, where processing times often depend on whether all required documents have been submitted, we have implemented automated follow-up systems to improve the efficiency of case processing.
Above all, we know that the customer experience is built on the strength of our commitments, the consistency of the customer journey, and the ability to handle exceptions with compassion.
What are your next major projects?
As a new entrant in the management outsourcing market, our priority is to raise awareness of our service offerings and thereby continue our external growth by winning new bids.
We are aiming for annual growth of 10 to 20 percent, and we are putting in place the human, technological, and regulatory resources needed to achieve this.
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