From Frustration to Seamless Care: How a Major Health Insurer Upgraded Its Mobile Experience

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:

• HIPAA-compliant infrastructure and end-to-end encryption.
• Intuitive interface for easy navigation.

• Users can monitor claim statuses and payment details.
• Instantly accessible ID card for hassle-free medical visits.

• Geolocation and filtering for nearby doctors, hospitals, and specialists.
• Compare options by specialty, reviews, and estimated costs.

• Curated health tips, fitness tracking, and medication reminders.
• Tailored recommendations based on individual member profiles.

• Clear app tutorials and responsive in-app support.
• Ongoing UI/UX improvements informed by member feedback.

1. Secure, User-Friendly Platform
2. Comprehensive Plan Management
3. In-Network Provider Search
4. Personalized Wellness Features
5. Frictionless Onboarding & Adoption

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.