HBF reaches finish of multi-year expertise transformation – Finance – Cloud – Software program

Well being insurer HBF has marked the completion of a multi-year transformation that noticed it change its core mainframe, CRM and front-facing techniques with newer digital, cloud-based platforms and providers.

The not-for-profit insurer stated the transformation had left it with a brand new core insurance coverage platform for coverage, product and claims; new CRM and advertising and marketing automation techniques; an information platform; new member service and assist platforms; and “enhanced” customer-facing providers similar to a member portal, app and web site.

Behind the scenes, HBF had additionally reorganised groups into Agile tribes and squads in a bid to “enhance the tempo of supply” of customer-facing options and providers.

“By modernising the techniques that handle our member insurance policies and claims processing, and by launching a brand new web site and CRM, we can improve and streamline how our individuals work together with members and suppliers,” chief info and transformation officer Sanjeev Gupta stated in a press release.

“Particularly, these extra intuitive techniques will present our individuals with better insights to assist our members’ evolving well being wants and enhance the decision on the first level of contact.”

HBF stated about 80 p.c of member interactions now happen through its digital channels.

The insurer stated it labored with a number of supply companions on this system, together with PwC, Civica, Deloitte, Salesforce, Amazon Net Companies, Mantel Group and unspecified “others”.

Mantel Group advised iTnews that it began work on the transformation program in “late 2021” and helped ship parts “together with the design and construct of its new claims system on AWS’ cloud platform, whereas guaranteeing compliance with APRA safety requirements.”

HBF has about 1.2 million members and was based in Western Australia.