Leading Health Insurance provider Medibank conducted its latest Hackathon to explore innovative ideas to make interactions with Medibank simple and memorable for customers.
One hundred team members came together to explore ten great ideas in its latest Hack for Health.
David Lochrie of Digital Solutions and Services at Medibank said: “More than 100 of our people came together to find innovative ways to improve interactions with Medibank”.
The goal “to make interactions memorable” sounds simple but hard to deliver. Probably one of the reasons why Hackathons exist. To brainstorm ideas and deliver new outcomes by tackling challenges with an out of the box approach, encourage different perspectives and unleash creativity and imagination.
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Hack For Health 2020
Medibank’s latest Hack for Health, the third so far – delivered on that promise with one idea winning the People’s Choice Award. The winning concept aims to make it easier for customers to receive accurate information about orthodontics benefits.
The team proposed an app to simplify the numerous calculations customer service team members need to do to provide an accurate overview of benefits payable.
The idea would be progressed through Medibank’s Innovation Council, noted Mr Lochrie.
Medibank shortlisted 10 ideas for the Hack For Health initiative out of the initial 69 submissions.
The ideas ranged from how to provide more clarity to customers when they’re considering a life-changing procedure, ways to better support customers who need to go to the hospital during their 12-month pre-existing waiting period, improving online claims experience and how to better support customers with medication compliance requirements.
‘Many of the ideas for this year’s Hack for Health come directly from a team member’s experience trying to help a customer – someone recognising an opportunity to do something better or wanting to address a situation that’s caused some frustration to a customer” says David Lochrie, Senior Executive, Digital Solutions and Services.
Medibank also revealed piloting one of its previous winning ideas – a self-service claims portal for customers.
Deploying Digital Technologies To Improve Claims Experience
Improving claims experience is an important area of focus for insurers worldwide.
Local leader Suncorp announced leveraging digital technologies to improve claims experience.
Virtual claims assessment is a new concept Suncorp launched to progress claims faster. The technology helps remotely mobilise its network of claims assessors to virtually inspect property and contents damage.
COVID has accelerated many digital technologies and solutions including leveraging Augmented reality to enable remote digital operations hitherto considered impossible.
Back in July this year, Suncorp launched a new digital solution to assist customers with vehicle repairs and improve customer experience. The leading insurer launched image capturing digital feature to assist with vehicle repairs.
North American retailer Lowe’s launched a new Augmented Reality video service helping tradesmen with virtual visits. The technology solution is powered by Streem, accessed via a mobile browser.
