As health insurance costs rise and customer churn increases, health insurers have to reduce costs and improve customer experience. Leading Health Insurance provider Medibank said technology has enabled its transition to becoming a Health care company.
Three years ago, our website lacked functionality and we had numerous outages a day across our systems. Our customers weren’t happy, said Adhik Bramhachari from Medibank digital team.
Shifting the focus to preventive health care meant providing customers with a more personalised approach to their health and wellbeing requirements.
Technology is playing a greater role in helping our customers stay healthy
This is driving our transition to become a broader healthcare company and is being enabled by the transformation of our digital landscape.
Also read: Bupa targets improved customer experience with new digital support features
The digital imperative
The focus on preventive healthcare and offering a personalised approach to health is being enabled by Technology. Transforming the digital front end and data platforms and shifting to the cloud were priorities.
“Our retail digital claims experience has improved.
“The content management system has enabled us to bring changes and products and services to market faster and empowers our teams to fix and implement things faster for our customers.
The focus on preventive healthcare and offering a personalised approach to health is being enabled by Technology
“As a result, our technology team is closer to the business and is able to offer deeper insights or alternative solutions to a problem the business faces.
Our focus is on implementing solutions for our customers to help improve their health and wellbeing”.
Also read: The top 5 Customer Service Technologies generating significant interest
As customers look for better and cheaper options, enterprises are rushing to retain customers with digital offerings.
Competitor Bupa launched Whatsapp support in partnership with LivePerson to improve customer experience. The first of its kind in Asia-pacific, the solution allows call diversion to WhatsApp via Interactive Voice Response (IVR) for public-use.
National Australia Bank offered customers the support options of VoiceID Biometrics, iMessage and Whatsapp support even as it introduced multiple digital features to improve customer experience.
