Award Applications

Overview

Now Health International is a leading industry innovator in the application of online services and digital tools for the benefit of both our internal business processes and our overall customer experience.

As a relatively young provider in the market place, digital innovation has been central to our business strategy since day one - since launch in 2011 we've won 13 awards, four of which have been for innovation, which is testimony to our ongoing commitment to embrace technology in everything we do.

Importantly we continue to review and enhance our digital offering to ensure we are leveraging the latest technological developments to become the leading digital insurer in international health insurance.

Our Digital Tools

Our digital tools are some of the best in the international health insurance market. They are designed to give our distributors and customers instant access; from quotes and applications to claims and renewals, our online services make doing business with us easy. These include:

1. Secure online portfolio
2. Smartphone App
3. Find a Medical Provider tool
4. Live Chat
5. Facebook Chatbot
6. Broker quote tool
7. Virtual membership card

Our secure online portfolio is available for our three main customer types: Individuals, Group Administrators and Employees. Members can use the portfolio to manage their plan completely online including; viewing plan documents and a summary of their benefit utilisation, submitting and tracking claims, requesting pre-authorisation for treatment, and even recommending their favourite medical provider to us. Group Administrators can also use the tool to access management information and reports.

Our smartphone App (available for both Android and iPhone), is designed for our individual and employee members and can be used to find a medical provider within our network and submit claims for treatment.

Both our secure online portfolio and App also provide access to our online Find a Medical Provider Tool, which enables members to search for a medical provider within a 20km radius, filtering by location and treatment type.

In response to feedback from our customers and intermediaries, including our latest Customer and Intermediary Satisfaction Surveys, we have made a number of enhancements to all of these tools in the past year, including ensuring sure they are responsive for desktop, tablet and smartphone and adding a Chinese language toggle.

Our Live Chat function is available on both our website and our secure online portfolio, and enables us to deliver instant customer service support online. While the Live Chat function is currently manned by Customer Service personnel, we are looking at enhancing this function so that certain responses can be automated, creating efficiencies and enabling personnel to focus on handling more complex queries.

In the past year we have also launched three new digital tools:

In July 2017 we launched a new AI powered Facebook Chatbot using the ChatFuel platform. Customers can use the Chatbot to seek advice on how to get a quote, submit a claim, and search for a medical provider within our network. The Chatbot uses Artificial Intelligence (AI) to respond to key words and phrases typed by the user and if it is unable to answer the user’s query, it will direct them to our Customer Service Team.

In October 2017 we launched a new online broker quote tool which delivers instant pricing in all markets and currencies. The tool enables brokers to compare pricing for our range of annual deductibles and other risk management tools, and also includes other ‘add on’ options such as USA Elective treatment. Importantly the tool provides brokers with real time output, including a pre-filled application form, making it simpler and quicker for them to get back to their clients with a quote.

In April 2018 we launched a new feature on our secure online portfolio whereby members can download a virtual membership card. This new function is designed to help customers if they lose or misplace their physical card. The virtual card displays exactly the same information as our physical cards and pulls data from our member database in real time, to ensure the information displayed is always accurate.

Impact

Overall our digital tools are well received and we expect member utilisation to continue to increase as we enhance and upgrade functionality:

• Recent data from April 2018 shows 9,629 member log-ins in to our secure online portfolio during the month alone.
• Nearly 10,000 members have downloaded our smartphone App since it was launched in September 2015, and a fifth of all claims are currently submitted using this tool.
• Our latest Customer Satisfaction Survey shows an increase in the number of members saying they found it easy to navigate our secure online portfolio (up from 72% to 76%) and find a medical provider using our online tool (up from 66% to 70%), likely as a result of recent enhancements.

Next Steps

Looking forward, we are continuing to innovate and plan to launch two new tools in 2018 as part of our ongoing digital transformation strategy. These are:

Mobile wallet membership cards: Working with specialist provider PassKit we are creating downloadable membership cards for both Apple Wallet and Google Pay, which will enable members to access vital plan information instantly, including their membership number, plan expiry date and whether any co-pay or deductible applies. The mobile wallet will also be fully integrated with our existing digital tools, including smartphone App and secure online portfolio, for a seamless online experience, and include a simple click to call feature for when members need to get in touch with us. Medical providers will also be able to scan the mobile wallet using a specially designed App, so they can easily validate a patient’s treatment eligibility.

Broker Portal: We are also in the process of developing a new intermediaries platform to make it easier for our brokers to do business with us, including functionality so they can track their production, access latest information about our products and services, as well as manage their clients’ quotes and renewals.