MARK POLING
MAGMUTUAL
MARK POLING
CHIEF CUSTOMER OFFICER
Mark Poling joined MagMutual in 2021 after a 25-year career in the healthcare software industry. As Chief Customer Officer, he leads the company’ s efforts to deliver risk management advice, service and support to its PolicyOwners.
An experienced entrepreneur and executive, Mark has founded and led multiple organizations in the healthcare space focused on enhancing the customer experience – several of which earned recognition in Gartner’ s Magic Quadrant. He co-founded Connecture, the first national health insurance marketplace to incorporate quality metrics at the point of purchase, and Colibrium, which introduced integrated shopping, CRM and wellness capabilities to health plans. He also served as Chief Product Officer at Zipari, a leading healthcare provider and member customer experience platform for health insurers.
At MagMutual, Mark and his team are focused on creating a seamless, end-to-end customer experience. Under his leadership, they are modernizing platforms, streamlining processes, and launching new programs to enhance the delivery of MagMutual’ s industry-leading advice and support for physicians.
For MagMutual, innovation is not about technology for technology’ s sake. It is about transforming the very nature of insurance – shifting from reactive claims handling to proactive risk management, from manual processes to intelligent automation and from generic coverage to personalised, data-driven support.
Understanding the unique challenges of medmal Medical malpractice insurance is one of the most tightly regulated lines of coverage. Physicians and healthcare organisations face mounting pressures: declining reimbursements, increased administrative burdens and a web of compliance requirements. Insurance, meanwhile, is a business of trust – customers hope they never need to use it, but when they do, the consequences are significant.
Vijay recognises the challenge of modernising legacy systems while preserving that trust.“ You’ re dealing with a complex and risk-averse industry as a whole,” she says.“ But at the same time, the demand for digital simplicity and speed is very high.”
MagMutual’ s solution is to focus on developing solutions in partnership with policyholders and ensuring robust data standards.“ We address this by focusing on co-creation with our customers in a very transparent way, ensuring strong data governance along the way, so that any type of technology, AI and automation efforts are trusted and scalable,” Vijay says.
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