Facing stricter regulation and low growth, Bupa Global, the ~£1bn revenues provider of international health insurance, looked for opportunities to acquire and serve new customer segments. Using robust data and customer insights they redesigned all their international health insurance products and service propositions and launched globally in record time.
The case study demonstrates that this project covered each of our three standard opportunity areas:
- Customer Value Management, notably in claims management analysis which demonstrated nearly 2% reduction in the claims line (EBITDA contribution) but also churn predictive and descriptive analytics leading to differentiated churn offers.
- Customer Experience and Advocacy, with the Net Promoter System (NPS) being of utmost importance to the organization and it was used directly in the design of the new propositions.
- Innovation and Growth, which was the initial strategic driver in a ‘bet the business’ initiative to replace all existing propositions globally in record time.
Additionally, infrastructure and data governance formed part of this project, including the delivery of the organization’s first central data warehouse containing medical and financial information for the global customer base.