Laya Healthcare, part of the AXA group, is one of Ireland’s largest health insurance providers with over 690,000 members, approximately 28% of the market share.
Medihive has worked with Laya Healthcare since 2016, initially providing their members with a stand-alone, Laya-branded telehealth service, Care On Call.
In 2019, this relationship grew further when Laya selected Medihive to consolidate their telehealth and standard digital apps, to create a new consolidated members’ app.
In 2020, Medihive replaced Laya’s long-stranding nurse support partner and launched their version of their 24/7 nurse support line which continues to grow to this day. In the same year, Medihive was also selected for the Provision of a Universal Booking Tool for Laya Healthcare called “Laya Booking Tool” (LBT). The objective was to improve customer experience (CX) through the provision of one easy-to-use tool for all of their appointment/booking requirements.
The Challenge
Laya wanted to provide their members with a great CX when booking health insurance add-on services, through their trusted partner network, but they faced four key challenges:
- Disjointed & convoluted booking process
- Referrals were needed for bookings
- Unable to book on-site services
- Almost impossible to provide MI
Therefore their ideal solution was a system that was easy for members to use. It also needed to authenticate members’ policies and, where appropriate, validate that members’ plans gave them the benefit they wished to book with the partner. In addition, the solution needed to integrate across all of their partners, regardless of the technology the partner used.
Our Solution
Medihive delivered a bespoke, modular platform that enabled Laya to offer online booking for any partner service via a standardised API.
This API allowed for the complete management of a bookable service by the partner network, including the creation of services, multi-site delivery, unique member user journeys, and individual member bookings.
Live video tools were built-in to provide a seamless user experience for all providers regardless of their own in-house ability to deliver such services. A comprehensive benefit management system, powered by bespoke algorithms, provided real-time reporting to ensure members could only book services they were entitled to.
The Results
- Care On Care earned 63 NPS amongst members
- Grew range of third-party dependencies
- Met market demand for enhanced digital services
- Added competitive barrier through digital-first
- Improved corporate customer experience
- Removed existing inefficiencies in booking pathway
- Increased utilisation of member benefits & engagement
- Increased range of Health & Wellbeing offering
“Simplicity of use combined with world-class clinical expertise is what makes the Medihive platform such a success.”
Donal Clancy, Managing Director, Laya Healthcare
