HBF digital transformation Qorus-NTT DATA Innovation in Insurance Awards 2025

HBF – a forward-thinking organisation and Australia’s fifth largest private health insurer has supported over one million Australians access the highest standard of health care in the moments that matter.

Driven by this mission, HBF seized the possibility to become a market leader of the future by modernising its technology, systems, and processes with a goal of delivering the best possible experiences for its members, providers, and employees.

HBF understood the complex industry it operated in, the fierce market it competed in and the changing behaviours of their member base, which was largely influenced by an ever-evolving technological landscape. And more than 80% of its member base interacted with frontline teams digitally, providing all the more reason to think big and act bold.

As a result, it embarked on a once-in-a-lifetime opportunity to commence a transformation program – a decision that formed as part of a three-fold strategy, alongside product optimisation and diversification and enhancing business capabilities. The scope, which commenced in 2019, saw HBF migrate from legacy systems (including a core insurance mainframe) to all public cloud-based systems, replacing all existing technology and systems with: - a new core insurance platform, including product, policy and claims, called ‘Ensure’ (hosted on AWS) - a new customer relationship management (CRM) system called ‘EVE’ which stands for ‘engaged valued experiences’ - built on Salesforce, offering a ‘single pane of glass’ for frontline employees when servicing our members - a new marketing automation system - built on Salesforce - an enhanced member portal ‘myHBF’ - built on Amazon Web Services (AWS)/Sitecore and; - a redesigned AWS/Sitecore website and React HBF app - all built on AWS - a new data platform - built on AWS/Snowflake

Following a multi-year programme of work and the official launch of all its new digital assets to 2024, HBF now enters a new chapter with more innovative tools, more innovative platforms and streamlined operational efficiencies.