Submitted by

Allianz Partners

Logo of Allianz Partners

Allianz Partners is a world leader in B2B2C insurance and assistance, offering global solutions that span...

12/04/2023 Insurance Innovation


We are tackling medical inflation head on to demonstrate our commitment and social responsibility to our members and the industry as a whole. Our Guided Telehealth Care program offers the ultimate convenience to our members by providing them with unlimited live consultations with licensed healthcare professionals, in addition to various other digital health tools. The customer’s journey is monitored from start to finish by a dedicated team, ensuring improved outcomes and significant cost savings for the client.

Innovation presentation

While gatekeeping and triage are far from new concepts in healthcare, the traditional model inevitably results in inefficiencies and, ultimately, inconvenience to members. We combine savings from gatekeeping with added convenience by offering the service through digital channels, so members figuratively have their care team in their pocket.

Combining the virtual consultations with other digital tools such as AI symptom checker, online drug delivery, and appointment booking leads to an empowered and aware member who can access healthcare whenever, wherever.

Uniqueness of the project

The Guided Telehealth Care project is unique in 3 key ways:

1/ In private health insurance markets, gatekeeping / triage is only applied to the basic, low-cost policies. It is rarely – if ever – applied to mid-range or high-cost policies, where there is a greater need for cost control due to the negative connotations. We have changed this perspective by creating a digitally-enabled user journey that enhances member satisfaction, while ensuring that only medically-appropriate and necessary care is provided.

2/ The digital journey does not stop at teleconsultations. Instead, it provides a connected journey across the healthcare ecosystem. For example:

- During the pre-consultation, members can use a symptom checker to validate their own symptoms.

- The symptom checker then guides them towards teleconsultation, if required.

- If a prescription or lab test is then required, the medications are delivered, or a healthcare professional is sent to the member’s home to collect the samples.

- If an in-person consultation is required, the member is guided to a booking platform where a concierge team takes care of the booking for them.

3/ In a private healthcare system, coordination amongst stakeholders is not often seen. The success of this project depends on all stakeholders, including payers, providers, patients, and corporates working together towards mutual benefit.

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