According to Transgender Netwerk , people with an X in their passport still regularly get stuck in systems that only know the options M or V. This is done, among other things, at
government organisations, banks and insurers. For insurers, this affects customer focus and careful service. An X is an official registration on an identity document. If systems do not take this into account, they sometimes register customers incorrectly or address them incorrectly. Customers then have to explain who they are over and over again, and have their data adjusted.
Call to members
The Association calls on members to check whether their systems and processes are suitable for an X where necessary. It is recommended to look not only at forms and customer portals, but also at underlying administrations, standard communication and links with other systems. Because practice shows that bottlenecks often arise in places where systems are connected: in identification, policy management, declarations, changes or communication with chain partners.
Questions are:
• Is it necessary to ask for gender?
• If gender is recorded, are the available options sufficient?
• Can customer portals, forms and administrations handle an X?
• Are employees prepared for questions about this?
• Do processes align with official identity documents?
The Association encourages members to put this topic on the agenda within their own organisation and to make improvements where necessary. In this way, together we ensure that customers with an X in their passport are also helped carefully and correctly in insurance processes.
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