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CASE STUDY | INSURANCE

Building a connected, AI-enabled experience for health coverage and care

Agile Portfolio Evolution

Go to offer ❯

The Client

A health insurance and healthcare group serving millions of members through its insurance business and network of hospitals and medical centers.

The Situation

The customer relationship doesn’t end when a policy is signed.

People turned to this group both to buy health coverage and to receive care, but its digital services treated those needs separately. Friction in policy purchasing and inconsistent experiences across web, mobile, and healthcare services made it harder to move from choosing coverage to finding relevant care.

The insurer wanted to bring these interactions together around the patient. It needed to grow digital policy sales while making care easier to navigate and access, with AI-enabled services that could adapt to each member’s needs and support future growth.

The Solution

Service overview

Digital experience design, engineering, and applied AI for health insurance, connecting online policy purchasing with healthcare services across web and mobile.

Approach

Combined healthcare expertise, consulting, user research, and UI/UX design to connect insurance and care around members’ needs. Applied AI to personalization, clinical support, document processing, and software engineering.

Key actions
  1. Connected channels and systems through a shared platform with secure mobile access.
  2. Built a common UI/UX design system; streamlined onboarding, policy purchasing, and product comparisons.
  3. Accelerated document processing with AI-powered OCR.
  4. Designed agent-based, personalized care journeys with gamification.
  5. Applied AI to help clinicians streamline consultations, prescriptions, and diagnostics.

Driving Results

  • 80%+ increase in insurance policy contracting through digital channels.
  • 150%+ increase in telemedicine consultations, prescription issuance, and medical chats.
  • 60% reduction in customer acquisition cost.
  • 30% adoption rate within the existing customer base.
  • 40,000+ healthcare professionals on a platform connecting members and care teams through digital services, including remote consultations.
  • Faster, more personal access to care, with telemedicine, prescriptions, and medical chats available digitally, reducing the need for in-person visits.
Bottom line

We make healthcare digital transformation Simple, Smart, Reliable— so easier access to care becomes part of the insurer’s value to members.

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