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.

Want to keep reading?

Become a Qorus member to get access to all our innovations

Interested in learning more? Speak to Boris, Qorus's Content Lead

Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.
Contact us

Related innovations

17/04/2024 Insurance Innovation

Cover-More app: 24-hour safety monitoring and assistance in the palm of your hand

Today’s tech-savvy and pandemic-weary travellers continue to demand much more as they explore the world: quick access to destination risk...

17/04/2024 Insurance Innovation


Through Premiums4Good, a portion of customers’ insurance premium is allocated to impact investments that help fund initiatives that aim to...

17/04/2024 Insurance Innovation

SWINZ, the first All-In-One Spotify insurance for the new generations of consumers

SWINZ is a single all-in-one multi-line policy which, in addition to tenant cover (third-party liability and contents), covers the essential...

17/04/2024 Insurance Innovation

bolt: enabling all industry players to navigate hard insurance market and close the protection gap

Due to high premiums, limited policy availability, and the changing regulatory environment, the insurance market has become incredibly difficult to...

Related news & insights

17/04/2024 Interview

Allianz Partners takes top prize for MAvalue app at Qorus Reinvention Awards – Europe 2024

Last month at the Qorus Reinvention Awards – Europe 2024, Allianz Partners won the Operational Efficiency gold award for MAvalue,...

Digital Reinvention
16/04/2024 Video

OTP Banka Srbija's digital transformation with NF Innova

Vuk Kosovak, Head of Retail and Executive Board Member at OTP Banka Srbija, explains how the bank has transformed into...

15/04/2024 News

Lemonade expands homeowners insurance offering in France

Lemonade, the digital insurance company, has expanded its offerings in France by introducing Homeowners insurance in partnership with BNP Paribas...

15/04/2024 News

Allianz Partners introduces instant online chat for HCF travel insurance customers

This pioneering service furnishes HCF members with real-time support for their travel queries, broadening the avenues through which customers can...