Defence Health – May 2020

Defence Health: defence community health insurance IN ASSOCIATION WITH

DEFENCE HE ALTH LTD

DIGITAL REPORT 2020

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Defence Health: defence community health insurance

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D E F E N C E H E A LT H LT D

Defence Health Limited leverages technology to better deliver health insurance to the Australian defence community

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D

efence Health provides health insurance for the Australian Defence Force (ADF) and the wider defence community. The

company was founded in 1953, and is dedicated to supporting members with managing the health care of themselves and their families. Today, the company counts more than 260,000 Australians among its members.

Those eligible for membership include ADF members, their partners and children. In the wider defence community, Defence Health also includes World War II veterans and ADF members returning to civilian life. The company also caters to past and present employees of the Department of Defence and other defence related departments, defence suppliers and the extended families of past and present ADF members, from parents to siblings and grandchildren.

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Oracle enables Defence Health Insurance Transformation Defence Health has partnered with Oracle Health Insurance for its core technology platform as it embarks on its digital transformation journey.

“The goals we're trying to achieve with the Oracle platform is to enhance member experience through digital processes and needs that they're expecting from us today.

Defence Health enhances the customer experience through digital with Oracle Health Insurance

This decision was driven by the need for an agile, proven health insurance solution that enabled health insurers to simplify healthcare IT, achieve greater levels of operational efficiency, reduce costs, and adapt quickly to ongoing market and regulatory demands.

With this partnership, Defence Health will be able to leverage the global best-in-class o�ering from Oracle Health Insurance to drive member engagement and adapt to market needs locally. The platform enables Defence Health to automate processes and increase its auto-adjudication rates by using business rules-driven processes.

We using the Oracle Health Insurance platform because it's modernized and got a whole heap of APIs that we can utilize to become a �exible platforms into our digital transformation journey, as well.

Joanne Kadlecik Chief Operations O�cer Defence Health

CONNECT WITH US oracle.com/healthinsurance blogs.oracle.com/�nancialservices linkedin.com/showcase/oraclefs twi�er.com/oraclefs

Oracle Health Insurance Oracle provides an innovative Core Administrative Processing Solution for Health Insurers to drive Group, Individual, Medicare, TPA and ASO businesses. Health insurers can optimize administrative costs, increase operational e�ciency, streamline claims processing, improve billing accuracy and elevate the member experience, whether on-premise or in a secure Oracle Cloud.

Learn more at oracle.com/healthinsurance

Defence Health: Transitioning from Defence CLICK TO WATCH

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The company emphasises the focus

cover and limits and making claims.

on members as opposed to profit,

That latter function is made possible

operating on a not-for-profit basis with

with an online portal or via a mobile

no shareholders and with contributions

app, which allows for the submission

staying in the fund in order to give back

of receipt photos.

more in benefits and keep premiums

Internally, the organisation has

low. A choice of providers is main-

switched to Oracle Health Insurance to

tained, with benefits being received

enable and support its digital transfor-

no matter the provider visited. 94%

mation. With the platform already being

of every premium dollar in 2018 went

used by insurers across the world,

back to members in benefit.

Defence Health last year became the

Technological solutions are another

first Australian private health insurer to

focus. Joining, for instance, is made

utilise the technology. HealthDispatch

possible entirely online, as is viewing

quoted Defence Health CEO Gerard wwwww.de w.c ofe mpa nc eny hewe a l tbsite. h. comcom .au

D E F E N C E H E A LT H LT D

“ The organisation has switched to Oracle Health Insurance to enable and support its digital transformation�

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w w w.de fe nc e he a l t h. com . a u

Fogarty as saying: “The service experience for our members is paramount.

We need a highly agile technical platform if we’re to meet the digital expectations of our members. [...]

We’re renowned for our excellent customer service and this investment is vital if we’re to maintain our high levels of member satisfaction.”

The company also professes a focus on issues particularly peculiar to Australia, such as bushfires – with the 2019–20 Australian bushfire season

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11 being bad enough to have earned the colloquialism of ‘Black Summer’. In a blog post, the company emphasised the toll on mental health such events can take, saying: “Anxiety, depression and other mental health issues are the most common reason for Australians living anywhere to seek medical attention. But in the bush, where help is so much harder to find, the problem is particularly acute.

“As a result, suicide rates are much higher in Australia’s rural areas than in the big cities, and almost double in very remote rural areas.”

“ The company

emphasises the focus on members as opposed to profit, operating on a not-forprofit basis” w w w.de fe nc e he a l t h. com . a u

D E F E N C E H E A LT H LT D

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“ Members can have confidence in the prudent, ethical and responsible management of their health fund” — Major General Gregory Garde, Chairman, Defence Health

According to statistics quoted by the company, one in five Australians will experience mental health illnesses during their life. Consequently, aside from offering professional mental health help, the company has said: “Make use of art, listen to music, or even keep a journal to help gather your thoughts and express yourself. Take up a hobby and set small, achievable goals – and don’t give up on them. Small wins can have a big impact on your mood.”

Staff surveys report very high levels of engagement and satisfaction; and members indicate outstanding levels of satisfaction for the service they receive.”

He continued: “Members can have confidence in the prudent, ethical and responsible management of their health fund. We have a skilled and experienced Board of Directors which rigorously reviews management’s proposals. I am grateful for their dedication and unwavering commitment to the health and wellbeing of our members.”

Recently, the firm was named ‘Major Private Health Insurer of the Year’ in the Roy Morgan Customer Satisfaction Awards. Roy Morgan’s CEO Michele Levine said of the awards that they Defence Health’s 2019 report outlined

are “the gold standard in recognising

the fact that total benefits paid reached

companies and brands that stay ahead

some A$517.9mn, while extras benefits

of the pack by knowing what their

paid reached $137.4mn. Having had

customers want and delivering it con-

1894 births, 732 knees replaced and

sistently.” Its focus on customer service

295,570 people covered, the company

has also led to it being awarded with

reported 98% member satisfaction.

the Financial Review’s Smart Investor

Chairman Major General Gregory

League of Exceptional Service Awards.

Garde said in the report: “I would like to highlight the enthusiastic and genuine passion of Defence Health staff for their work and interactions with members. w w w.de fe nc e he a l t h. com . a u

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