HBF launches new cloud systems in major digital overhaul

Not-for-profit health insurer HBF has officially launched new and improved technology and systems, marking a significant point in the organisation's 80-plus-year history. The completion of the multi-year digital transformation programme will enable over 1 million HBF members to engage with the health fund more easily via enhanced digital channels and through seamless self-service interactions across the HBF website, app, and member portal (myHBF).

The digital transformation has migrated HBF away from legacy systems, including a core insurance mainframe, to all cloud-based systems. These updates feature a new core insurance platform for policy, product, and claims management, a new customer relationship management (CRM) system, a new marketing automation system, a "single pane of glass" for employees to service members, an enhanced myHBF member portal, and a redesigned website. These updates build on initiatives previously completed under the transformation programme, such as the HBF app, digital member card, and cloud-based data platform.

The digital transformation has also reshaped the way HBF operates by reorganising teams into business-led tribes and squads under a scaled agile model. This has improved the pace of delivery and alignment with quarterly business prioritisation through a 5Q planning process.

Sanjeev Gupta, HBF's Chief Information and Transformation Officer, commented on the changes, "The introduction of more intuitive and efficient systems makes it even simpler for our members to manage payments, submit claims, view limits and usage, and edit personal details. By modernising the systems that manage our member policies and claims processing and by launching a new website and CRM, we will be able to enhance and streamline how our people interact with members and providers. In particular, these more intuitive systems will provide our people with greater insights to support our members' evolving health needs and improve the resolution at the first point of contact.

"This is the culmination of many years of hard work, and I sincerely thank our employees as well as our delivery partners including PwC, Civica, Deloitte, Salesforce, Amazon Web Services, Mantel Group and many others who have supported in the build, delivery, testing and implementation of this significant programme."

Dr Lachlan Henderson, HBF's Chief Executive Officer, added, "With access to better functionality and features than ever before, we aim to provide the best possible experience for our members, employees and health care providers. With around 80% of our member interactions now via our digital channels, the new technology and systems enhance our ability to deliver on our core purpose of being there for our members in the moments that matter."

The successful completion of HBF's multi-year digital transformation marks a major milestone in the organisation's history. It positions the not-for-profit health insurer to better serve its members through modern, cloud-based systems. With enhanced digital channels, streamlined processes, and improved customer service capabilities, HBF is well-equipped to adapt to the evolving needs of its members and the healthcare industry. The transformation reflects a broader shift towards technology-driven solutions, ensuring more efficient and accessible interactions for both members and employees in the years to come.