From digital-first solutions to personalised care pathways, the customer demand is growing and evolving in new directions. At the same time, the industry challenges are mounting. We have experienced a 67% increase in our claims volume since 2021 reflecting a rapidly evolving market landscape.
In the 14th instalment of our Perspectives series, we explore reasons why the customer demand has increased since 2021, and the changes we are making to support the longevity of a customer-centric, and sustainable IPMI industry.
Our host Carl Blake - Partnerships Development Director, Bupa Global, was joined by Anthony Cabrelli, Managing Director, Bupa Global, Nick Brown, Finance Director, Bupa Global UK, Dr. Robin Clark, Medical Director, UK Insurance & Bupa Global, Sharron Rachael, Head of Digital Transformation & Experience, Bupa Global, Rebecca Kett-Young, Head of Operations, Bupa Global. We were also joined by an external guest speaker, Ken Hughes, world-leading expert on customer behaviour.
The expert panel explored how customer behaviour is changing and why adapting to customer insights is key to delivering a great customer experience, that’s relevant. They discussed the key drivers behind policy utilisation the importance of striking the balance between our promise to deliver high quality healthcare while also managing inflation and rising costs. This is an interesting watch and will equip you with trends to watch out for in 2025 and beyond.