MedMutual is among the nation’s oldest and most reputable health insurance providers. To enhance the customer experience and simplify health insurance management, MedMutual teamed up with OpenForge to develop a mobile application offering members secure, on-the-go access to their health plan information and benefits.
U.S. healthcare spending is projected to reach $4.3 trillion by 2028
Are investing in AI and automation to streamline processes
Expect digital self-service options in health insurance apps
Health data breaches due to a lack of maintenance cost an avg. of per incident
The Challenge
Rising consumer expectations and a growing need for on-demand healthcare information prompted MedMutual to streamline member access to coverage details, claims, and provider networks. Key hurdles included:
- Improving Accessibility: Minimizing reliance on call centers and traditional desktop portals.
- Enhancing Personalization: Delivering tailored health tips, reminders, and wellness resources.
- Upholding Security & Compliance: Protecting sensitive health data under stringent regulations.
What Did MedMutual & OpenForge Do?
OpenForge collaborated with MedMutual to create a robust mobile platform that prioritizes both security and ease of use:
Secure, User-Friendly Platform
- HIPAA-compliant infrastructure and end-to-end encryption.
- Intuitive interface for easy navigation.
Comprehensive Plan Management
- Users can monitor claim statuses and payment details.
- Instantly accessible ID card for hassle-free medical visits.
In-Network Provider Search
- Geolocation and filtering for nearby doctors, hospitals, and specialists.
- Compare options by specialty, reviews, and estimated costs.
Personalized Wellness Features
- Curated health tips, fitness tracking, and medication reminders.
- Tailored recommendations based on individual member profiles.
Frictionless Onboarding & Adoption
- Clear app tutorials and responsive in-app support.
- Ongoing UI/UX improvements informed by member feedback.
The Results
- A 40% drop in call center inquiries freed resources for other critical areas.
- Users reported viewing and tracking claims 3X faster, streamlining their overall healthcare experience.
- User-friendly design contributed to a 95% satisfaction rating.
- Seamless digital resources and proactive wellness integrations kept members engaged and renewed.
- Strict data safeguards reinforced MedMutual’s position as a leader in healthcare coverage.
