MGA / TPA
As put by Persistent Systems ’ Mishra : “ Telehealth can never fully replace doctorpatient interaction . There will always be people who feel more comfortable sharing information and receiving treatment in person — digital records are around forever , and there ’ s a genuine fear of private interactions being leaked .
“ In most cases , telemedicine can easily replace face-to-face interaction — particularly for routine treatments . The way we are heading , physical interaction will only be reserved for the most serious and private treatments .”
It seems , then , that digital interactions may be something consumers need to accept whether they like it or not . For Doceree ’ s Adapala though , patients would prefer a blend of digital and in-person interactions , depending on the circumstances . He says : “ COVID- 19 caused the telemedicine model to gain a sizeable market share in 2020 – 21 internationally , altering how patients were cared for .
“ However , when circumstances stabilised , face-to-face consultations also started to gradually reappear .
“ Today , we recognise the strength and comfort of technology as well as the value of being ready for any tragedy that may arise in the future , now that the world is in a much better position and has recovered from the pandemic .
“ Going forward , I regard telehealth as a vital component of the broader healthcare ecosystem that complements in-person consultations .”
Capgemini ’ s Denninger agrees , believing health insurance has been on a path to automation for many years .
He concludes : “ Over the last ten years the industry created roles dedicated to
“ Healthtech companies have heaps of valuable data that insurtechs can use to curate products . With the rapid growth of telemedicine , this pool of data is expanding exponentially ”
DEVASHISH MISHRA HEAD OF SOLUTIONS – EUROPE ,
PERSISTENT SYSTEMS
excellent customer experience . Chief Digital Offers , Heads of Digital , Global Heads of Customer Experience and many other similar roles exist with a common purpose : winning business ( and keeping it ) with great experiences .
“ These executives fully understand that high-quality automation is critical , both to meet customer expectations and to reduce operational costs for their companies .
“ They also fully understand that there is no finish line in this race ; expectations are constantly changing , and what carriers do must change to meet their customers ’ needs .
“ This drives a constant need for insurtech and healthtech innovation ; a constant need for new solutions to new ( and old ) problems .”
120 December 2023