We believe it’s important that everyone can easily use our websites and apps. Also if you are blind or visually impaired, deaf or hard of hearing, or have difficulty reading or navigating. Discover how we work on accessibility.
What is digital accessibility?
Digital accessibility means that our websites and apps are easy for everyone to use. This means you can find, use, view and understand our information.
For example, if your arm is in a cast and you cannot use a mouse, it helps if you can navigate using your keyboard. Or if you are visually impaired and use a screen reader, it helps if texts are well structured.
What do we do to ensure accessibility?
We work continuously on accessible websites and apps. This is how:
How we work on accessible websites and apps:
We write clearly. We explain difficult words.
We add alt texts. This allows a screen reader to properly describe images.
We make sure you can zoom in. Our websites remains easy to read up to 200%.
We make navigation easy. You can also use our websites with only a keyboard.
We build pages that are screen reader friendly. This allows everything to be read aloud properly.
How we keep improving:
We have our websites and apps assessed every year by an independent. We act on improvement points.
We follow training courses. So we stay up to date with developments.
We improve our processes. Accessibility is a fixed part of design, content and technology.
How can you arrange your health insurance with us?
At CZ, you can fully arrange your health insurance digitally — from comparing options to cancelling. You can do this through our website, My CZ, the CZ App and the Zorgvinder.
Find and compare information: on our website you can compare our packages, calculate your premium and check what is reimbursed. With the Zorgvinder you can see which care providers have a contract with CZ, and compare quality, waiting times and experiences.
Take out insurance: you choose your package, fill in your details and confirm your application via our website. At that point, you enter into the health insurance agreement with CZ.
Manage your insurance: after taking out insurance, you manage your insurance matters via My CZ or the CZ App. There you can see the status of your deductible and reimbursements, update your details and receive your digital mail — such as your policy and letters from CZ. Via the CZ App you can also chat with our customer service. If a new message is ready for you in My CZ, you'll receive a notification email about it.
Cancel your insurance: you cancel your insurance via My CZ.
How accessible are our websites and apps right now?
Every year, we assess how accessible we are. This helps us understand what is going well and what still needs improvement. These are the main improvement points:
Our PDFs are not always accessible, including PDF messages in My CZ
Images and icons do not always have a (proper) alt text.
The structure of screens and pages is not consistent everywhere: headings, lists and relationships between elements are sometimes not properly indicated.
Buttons, links and interactive elements are not always clearly recognisable or labelled for assistive technologies.
Forms and error messages are not always clear for assistive technologies.
Contrast, focus and keyboard navigation can be improved in some places.
In My CZ and the CZ App, users can be logged out automatically without the option to extend their session.
Questions about accessibility or want to report an issue?
Have you come across something that does not work properly or is not accessible? Please let us know. We’ll look into how we can help you and include it in our improvements. Call our customer service at 088 555 77 77. Or use the chat function in the CZ app.
Accountability
CZ is legally required to make its digital services accessible. Below you can read how we comply with this, and where we are still working on improvements.
About the European Accessibility Act (EAA)
The European Accessibility Act (EAA, EU 2019/882) is a European directive that ensures people with disabilities can more easily use digital services. This includes websites and apps, as well as other digital services.
In the Netherlands, the EAA has been implemented through the Implementatiewet toegankelijkheidsvoorschriften producten en diensten (the Dutch law implementing accessibility requirements for products and services). As a health insurer, we fall under the category of financial e-commerce services. The Dutch Authority for the Financial Markets (AFM) supervises our compliance.
In addition to the EAA, other laws also apply to us, such as the General Data Protection Regulation (GDPR) for the protection of customer data, and the Dutch Financial Supervision Act (Wft). These laws do not conflict with the EAA.
How we assess whether we comply
We assess our services against WCAG 2.2 level AA and the European standard EN 301 549. Every year, we have an external audit carried out by an independent agency (Stichting Accessibility). This applies to the CZ website, My CZ, the Zorgvinder and the CZ App (iOS and Android). In addition to the external audit, we carry out our own checks whenever we make changes. Our developers and administrators keep their knowledge of accessibility up to date. This allows us to apply this knowledge when designing, building and managing our digital channels. We keep track of our findings in a list of improvement points and act on them.
We aim to write all communication with customers at language level B1 (in Dutch). This means: clear sentences, everyday words and a logical structure.
Statement of conformity
CZ declares that our digital services - researching, taking out, managing and cancelling a health insurance policy online via the CZ website, My CZ, the CZ App and the Zorgvinder - partially comply with the accessibility requirements of the European Accessibility Act (EU 2019/882), based on WCAG 2.2 level AA and EN 301 549. This assessment is based on an annual external audit and checks in between.
Because our services do not yet fully comply in all areas, we also use this statement to show what steps we are taking. Per channel:
The CZ website and the Zorgvinder partially comply. There are known improvement points; a large part of these is ready to be reassessed by an independent agency.
The CZ App partially complies. There are known improvement points that will be addressed before October 2026.
My CZ does not yet comply with the requirements. There are many improvement points in the areas of keyboard navigation, forms and support for assistive technologies.
If we find that parts of our service do not comply with the accessibility requirements, we report this to the AFM and work on a solution. We have also done this for My CZ.
For help, you can contact our customer service at 088 555 77 77. Or use the chat function in the CZ app
Research reports
You can find the detailed findings per channel in our research reports (all in Dutch):
