The panel featured Laurent Pochat-Cottilloux, Chief Underwriting & Proposition Officer at AXA Health International, and Sébastien Gaudin, Founder & CEO of The CareVoice, moderated by Moray MacLennan, Founder of Leaping Fish, ex Vitality and Ping An Health.
The Challenge of Complexity
Health insurance is a product that's already extremely complex, sitting on top of a very complex industry, which is healthcare itself. We are accumulating two complexities, one on top of each other, and that makes for a very disjointed, fragmented customer experience.
The solution lies in simplification through integration; bringing insurance services, healthcare access, and wellness tools together in a single, intuitive application.
Building for Flexibility and Engagement
The AXA Global Healthcare app, developed in partnership with CareVoice, demonstrates what's possible when innovation meets execution. With a 60% activation rate across both retail and corporate users and strong ongoing engagement, the platform has achieved results that exceed industry norms.
This success stems from creating a stable digital layer that integrates various services into cohesive user journeys rather than disconnected features.
From Claims Payer to Health Partner
The shift toward all-in-one apps represents a fundamental change in the insurer-customer relationship. By offering virtual care and wellness features such as chat with doctors, second medical opinion, meditation sessions, fitness tracking, and meal logging, insurers can support and engage proactively with customers about their health.
The Predictive Frontier
The next evolution involves leveraging AI and data to provide predictive insights that enable targeted interventions. By analyzing behavioral patterns, health data, and engagement signals, insurers can anticipate customer needs before they become critical issues.
This allows for personalized health journeys, from preventative care for at-risk populations to comprehensive support for customers facing serious health issues. The shift from reactive to predictive represents a fundamental change in how insurance operates: moving from managing events after they occur to actively preventing them in the first place.