eHealth App
AI has empowered us to offer customers an app that helps them manage their health insurance, answers their questions, and continuously looks for ways to save them money or enhance their coverage.
After helping a customer select and enroll in a plan, most of their ongoing interaction shifts to the carrier or provider directly. Over time — often a year or two — a client’s needs change, but by then they may have forgotten who helped them find their plan in the first place. Every one of those relationships was a retention problem hiding as a support gap.
Increase customer retention with an AI-powered virtual agent that delivers personalized plan information, answers coverage questions, and proactively recommends ways to save money or improve coverage as a member’s needs evolve.
Product discovery
Discovery included user studies and a competitive review of carrier and provider apps, which surfaced a clear gap in the market: an independent resource that analyzes and recommends health insurance options across every carrier in a market, and keeps doing so as a user’s healthcare needs change over time.
Independent by design
Carrier and provider apps are built to keep you inside one plan, one network, one ecosystem — they have no incentive to tell you a competitor’s plan fits you better this year. We designed the app to be the opposite: radically independent, with no carrier bias, ever. Trust is the entire value proposition once someone’s already enrolled and has stopped comparing options.
That independence is also what makes it more than a support chatbot. A carrier’s app can answer “is my prescription covered,” but only an independent agent can answer “is this still the best plan for you, given everything that’s changed since you enrolled.”
A proactive advisor, not a help desk
The AI agent holds a member’s full plan profile — doctors, medications, coverage details — and uses it two ways: answering coverage questions in plain language when a member asks, and proactively flagging when a cheaper or better-fitting plan becomes available as their needs, medications, or the market changes.
That proactive half is the strategic bet. Most insurance software waits to be asked. We wanted something that would tell a member before they had a reason to go looking.
Selected screens
