Company background
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. Bupa is an international healthcare company serving over 38 million customers worldwide. With no shareholders, Bupa reinvest profits into providing more and better healthcare for the benefit of current and future customers.
The Challenge
Existing systems were siloed and did not allow the creation of a digitally enhanced and connected customer journey, restricting their capacity to innovate, resulting in lower speed to market, sub-optimal customer/staff experience, and increased operation costs. Generating immediate quick wins, while setting the stage for future and larger improvements, requires a scalable and innovative solution.
The Solution
To overcome legacy limitations and accelerate digital transformation, Bupa adopted CoverGo’s modular, no-code health insurance platform through a phased implementation. This approach allowed Bupa to deliver quick wins while laying the groundwork for long-term innovation.
Phase 1 focused on enhancing customer experience and distribution channels through out-of-the-box portals and seamless API integrations. Phase 2 delivered a full core system replacement, empowering Bupa with scalable capabilities across policy administration, claims, and stakeholder engagement — all through digital, data-driven interfaces.
Phase 1
- No-code product builder: An underwriting and pricing engine, data model, and policy document builder to quickly create and launch products, making them immediately available through APIs for omnichannel distribution.
- Sales portals: Quotation and proposal management tools.
- Customer portals: Member and HR portals to view & manage policies, submit claims, find doctors, do member movement, etc.
- Integrations: Issued policies pushed into Bupa’s existing core system before the completion of Phase 2
Phase 2
- Policy administration: Fully configurable, flexible & user-friendly policy administration system for any stakeholder to view and service policies, endorsements, renewals, transactions, and more.
- Claims management: Data-driven and automated claims engine, management system, and investigation tools.
- Provider portals: For providers to view members, policy coverages, and submit claims digitally.
- Agent & broker portals: For agents and brokers to quote, bind, issue policies digitally, and service clients seamlessly.
Business Impact
By leveraging CoverGo’s platform, Bupa unlocked significant operational, financial, and customer experience gains. The transformation enabled faster time-to-market, reduced IT and administrative costs, and enhanced data-driven decision-making. With digital portals tailored to every stakeholder, Bupa streamlined internal workflows and elevated the customer journey — delivering a truly connected, future-ready health insurance experience.
For business
- Increased speed to market from 6-9 months to 1-2 weeks
- Major IT cost reduction (maintenance, development)
- Reduction in fraud & abuse, better data analysis and logic
- Reduction in customer acquisition costs and increased sales volumes through up/cross sales enablement
- Data for improved business oversight for strategy definition
For staff
- Digital and user-friendly portals for all stakeholders, reducing human efforts, training need, and staff turnover.
- Reduction of manual and time-consuming processes from sales to claims processing
For customers
- Improved customer experience overall
- Customers now have access to tailor-made products
- Faster quotation, issuance & claims processing
Testimonials
Yuman Chan, General Manager of Bupa (Asia) Limited said: “We are excited to partner with CoverGo to accelerate our digital transformation agenda. With innovative solutions and technologies, we are able to create frictionless care pathways. Delivering a digitally enhanced and connected journey, futureproofs our business and provides an exceptional experience for our customers. Innovative healthcare is about finding new ways to care for people, so it’s easier and more accessible right from enrolment to claims settlement.”
Tomas Holub, Founder & CEO of CoverGo said: “We are delighted to assist Bupa on their journey towards digital transformation. Bupa has shown a clear commitment to digitize and streamline their health insurance ecosystem in an efficient and scalable way using CoverGo’s cutting-edge no-code insurance platform. It’s also a validation of CoverGo’s health insurance capabilities, with leading health insurers across the globe adopting our platform. We look forward to growing our collaboration with Bupa across many products and markets.”
