How we digitalized VHI doctor’s appointment

VHI Doctor’s appointment – how it was

Most often VHI (Voluntary health insurance) insured people are employees who get the insurance policy with a corporate social package. Different policies have different covers that provide the possibility to make a doctor’s appointment directly or upon request of a letter of guarantee from the insurance company. All these questions have been resolved earlier by clients’ calls to their curators or a contact center. After that, it was needed to call a clinic additionally, to know if there is an available time for making an appointment with a required doctor.

Why it was inconvenient

• The client had to call a clinic and precise the availability of the needed doctor
• The process wasn’t clear for clients
• Call center had got an additional load: specifications of client’s  wishes, checks of contract’s terms and conditions, providing consultations
• The offline mechanism couldn’t be added to the general company strategy on the digital transformation of the company processes

The new functions of the IngoMobile application have resolved these issues. Now VHI clients can make an appointment to a concrete doctor at a convenient time without a call to the insurance company.

The whole process is on the smartphone’s screen

Now a client can choose a clinic and available doctors by himself, can order letters of guarantee, and attach the additional docs.

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The application is integrated with the internal Ingosstrakh system and third party service DocDoc, The first one sends the data about clients, their policies, insurance program, insurance covers and the list of clinics to the application. The second one provides data for online appointments, including available doctors, their schedules, and the operating mode of clinics.  We combine the information about available for client clinics, doctors and free time intervals on API level. The clinic can be chosen from the list, on the map. For users’ convenience, while choosing a clinic, the closest to user clinics will be shown.

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Ordering and receiving a letter of guarantee at the application

By default, not all Ingosstrakh insurance policies include online appointments – clients without this possibility should order a letter of guarantee. Earlier to do it, a client would call the contact center, communicate with a curator, and waste his time on it.

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Now he can do it via IngoMobile – the process has been faster, simpler and more transparent.  

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Clients can order a letter of guarantee for appointment to narrow specialists, medical check-up (Ultrasound, MRI, and others), attach the application for a procedure, medical tests’ results or previous check-ups results, choose a more convenient clinic and time, leave comments for a Ingosstrakh manager and send an order. The employee of the insurance company receives a task in the internal company system automatically, to coordinate an order with a clinic and a client.

At the mobile application chat, clients can approve a chosen clinic and visit time, send documents for confirming the need for treatment. As a result, they receive the address of the clinic, the report with approved services and the letter of guarantee in PDF format, which can be shown at the clinic’s registration office.

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Results

• Ingosstrakh company has become the first on Russian market who offered such services to their clients
• The possibility to make an order for a letter of guarantee and make a doctor’s appointment through the mobile application has gone over the top of the most desirable options of IngoMobile
• Now 30% of appeals for approvement of medical services from the insured clients are being received through the mobile application, bypassing the call center
• Every week up to 900 doctor’s appointments are registered through IngoMobile
• The order includes all the required information for a curator, eliminating him from additional clarifications and manual data input