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Streamlining health claims using low-touch portal

Online Claimant Portal for Gallagher Bassett Victoria.

As Australia's largest third-party claims administrator, Gallagher Bassett (GB) receives a high volume of insurance claims and related enquiries, which require significant time invested by the administrative team handling these requests. As a long-standing ICT services partner of GB, April9 was contracted to develop a web-based Claimant Portal to streamline health claims process for GB's Victoria claims team. The solution we built encompassed a cloud-hosted mobile responsive website built on an intuitive CMS back-end, allowing content editors to easily update the website. The look and feel of the website was benchmarked to blend seamlessly into GB's existing corporate site, ensuring UX continuity from start to finish. Website users (claimants) have access to a file upload tool on the website, which automatically assigns their uploaded documentation to their case file number and forwards it to the GB claims team for processing using Amazon SES. Previously this process was done entirely via physical mail, fax or scanned email attachments, placing incredible stress on the frontline claims administrative team.

The website also features a host of categorised resource pages, including articles, reference guides and other information to help educate claimants about their situation. This content has the added benefit of reducing the number of enquiries by pre-emptively answering the user's most common questions. April9 worked closely with GB's infrastructure team to facilitate DevOps and set up deployment pipelines for the project using Docker Containers and CI/CD best practices, ensuring maximum availability and streamlined release procedures. After being successfully put into production the Claimant Portal was adopted by scores of monthly users, fulfilling GB's business requirements to a tee. To help track the number of submissions, April9 custom built an analytics dashboard into the website's CMS, allowing GB's content editors to measure the number and nature of submissions over a configurable time period. The portal is still in operation to this day and has introduced significant efficiencies to GB's claims support process. April9 continues to provide production support, maintenance and new feature rollouts for the portal as part of our lasting relationship with GB.

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UX/UI Design

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