What does resilience mean for an organisation that millions of people rely on for their health cover? In this Progress Makers conversation, Belle Webster of Eraneos speaks with Suzanne van Veen-Wubben, CFRO of health insurer CZ, about operational resilience and the DORA regulation. Suzanne shares why she sees DORA as a strategic opportunity rather than a box to tick, and how it has sharpened CZ’s view of its value chain and the wider ecosystem it works in. She talks candidly about thinking in scenarios instead of assuming the past will predict the future, and about why resilience really starts beyond your own walls. Throughout, she keeps coming back to one thing: the continuity of service that policyholders expect, whatever happens.
In this conversation:
- Why a health insurer treats DORA as strategy, not compliance
- How value-chain thinking and scenario planning shape resilience
- Keeping the customer at the centre, even when things get complex
