Health insurer HBF has marked the completion of a multi-year transformation that saw it replace its core mainframe, CRM and front-facing systems with newer digital, cloud-based platforms and services.
Image credit: HBF Health/LinkedIn.
The not-for-profit insurer said the transformation had left it with a new core insurance platform for policy, product and claims; new CRM and marketing automation systems; a data platform; new member service and support platforms; and “enhanced” customer-facing services such as a member portal, app and website.
Behind the scenes, HBF had also reorganised teams into Agile tribes and squads in a bid to “improve the pace of delivery” of customer-facing features and services.
“By modernising the systems that manage our member policies and claims processing, and by launching a new website and CRM, we will be able to enhance and streamline how our people interact with members and providers,” chief information and transformation officer Sanjeev Gupta said in a statement.
“In particular, these more intuitive systems will provide our people with greater insights to support our members’ evolving health needs and improve the resolution at the first point of contact.”
HBF said about 80 percent of member interactions now occur via its digital channels.
The insurer said it worked with multiple delivery partners on the program, including PwC, Civica, Deloitte, Salesforce, Amazon Web Services, Mantel Group and unspecified “others”.
Mantel Group told iTnews that it started work on the transformation program in “late 2021” and helped deliver components “including the design and build of its new claims system on AWS’ cloud platform, while ensuring compliance with APRA security standards.”
HBF has about 1.2 million members and was founded in Western Australia.