Managing the health insurance life cycle
To run both its administration/claims and web platform, Now Health selected DXC Xuber Health. It’s a state-of-the-art, functionally rich enterprise-wide solution for end-to-end business processing that offers high levels of adaptability and flexibility along with low total cost of ownership (TCO).
Xuber Health includes customer relationship management (CRM) capabilities, global underwriting, and support for accounts and claims. The platform supports a range of health insurance product lines, as well as both group and individual health-related policies.
An out-of‑the‑box solution for health insurers with extensive functionality, Xuber Health is preconfigured and tailored for processing insurance end to end. Importantly for an international supplier such as Now Health, Xuber Health also offers comprehensive multicurrency and local‑language capabilities.
Using the Xuber Health solution, Now Health can administer the entire health insurance life cycle from prospecting through quote, sale and buy, fulfilment and subsequent policy and claims administration. In addition, staff can simultaneously open multiple customer records in separate windows, obtaining a 360-degree view of all customer interactions.
The Xuber Health solution also offers integrated email and SMS, so messaging to customers can be automatically triggered by certain actions. In addition, Xuber Health’s integrated case management workflow capability empowers Now Health’s staff to configure custom workflows and outputs for different types of customer interactions.
Incoming emails to customer-facing mailboxes and remotely scanned documents are automatically imported into an integrated work queue. From there they can be assigned to the relevant department for action. Staff can also create their own work items manually if required.
Now Health uses Xuber Health to handle all of its business in a single multicurrency database, allowing financial consolidation and in-depth reporting. This database, in turn, is integrated with a banking vendor for automated claims payments and a credit card collection gateway and merchant acquirer. This empowers straight‑through sales for customers wishing to buy instant coverage online.
Now Health has also integrated its own customer-facing website with Xuber Health functionality for a seamless, straight-through online quote, buy and fulfilment process.
When a customer buys a policy from Now Health, he or she receives a personalized certificate of insurance and a virtual membership card. Customers can then track all their claims activity in real time. They can also manage online the full life cycle of their policies. That includes the ability to buy the policies, add and delete members, manage their claims and renew a policy.
Martin Garcia, Executive Chairman, Now Health International comments, “Our mission is to provide market-leading international health insurance through an innovative and peerless customer experience. A comprehensive, enterprise-wide IT system was absolutely key to this.”