HBF enlists tech triumvirate to overhaul core systems

WA-based insurer, HBF Health, has enlisted the services of tech giants Salesforce, AWS, and Oracle in a bid to accelerate the company’s wholesale transformation program.
 

Oracle will take on the substantial task of overhauling HBF's core platform for policy administration and claims processing, which also handles the insurer's finance and medical provider interactions.

HBF chief digital and transformation officer, Prasad Arav, said the partnership with Oracle will be critical to the insurer’s overall core systems rebuild, enabling HBF “to develop and launch products more quickly in response to our members’ needs".

Alongside Oracle, HBF has also drafted SaaS developer Salesforce to “transform” the insurer’s member- and employee-facing systems. Salesforce will be set to task developing a new mobile app; this will be followed by the creation of a new customer self-service portal and employee CRM platform, known as MyHBF, which will leverage the Salesforce suite: Financial Services Cloud, Marketing Cloud, and Customer Communities.

“The end result will be a seamless, intuitive and personalised service across HBF’s branches, contact centre and online channels,” HBF said in a statement.

Finally, Amazon Web Services (AWS) will provision HBF for its long-anticipated transition from on-premise to cloud storage.

The insurer said it would take full advantage of AWS-powered data lakes “to store and manage crucial data, enable faster and more informed business decision, and enhance real-time interactions with members and medical providers".

Members can expect to “see the fruits of the whole transformation program over the coming months and years", Arav said, with more “personalised, intuitive, and easy-to-use services in any channel a member chooses to use”.

He added: “Our capabilities will also enable us to play a growing role in WA’s health sector, as we add new health-related services."

Arav anticipates the company's wholesale transformation will also prove an attractive lure for digital-savvy talent.

“I have no doubt HBF will be an employer of choice for anyone wanting to work with the latest technology in areas such digital marketing, customer experience design, data analytics, cybersecurity and cloud services,” he said.

HBF last year earmarked $200 million to replace its ageing technology platforms as well as the establishment of a dedicated digital division to accelerate the transformation effort.

A not-for-profit, HBF is Australia’s fifth largest health insurer, with just under one million members across the country, upwards of 850,000 of which are in WA alone.