The problem and what we have learned to date:
The group benefit coordination process occurs when a customer is covered by multiple insurance providers, requiring the customer to submit a single claim multiple times to receive their full coverage entitlement.
In Week One, the team worked together to develop a joint understanding of the current state journey, and pains felt by both the insurers and customers within. This led the team to their initial problem statements:
“As a customer, submitting extended healthcare claims when covered by multiple insurers is complicated and confusing. I am required to submit multiple times, often have to call in, and it takes a long time for me to get my money back.”
“As a second/tertiary insurer [in the Coordination of Benefits process] I don’t know whether the shared information in an EOB (Explanation of Benefits) is valid. This can lead to required resubmissions which result in higher effort, cost, and lower customer satisfaction.”
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- Build out the future state process
- Conduct customer testing and develop wireframes
- Gather requirements with our build partner, msg global solutions
- Develop the Blockchain prototype using Hyperledger technology
- The Co-operations
- Great West Life
Our project MVP will be unveiled in just two weeks! Continue to follow us on our co-creation and open innovation journey by subscribing to our blog and news updates.