2022 in Review:
Another Banner Year Recognizing our Client Focus, Digital Innovation
Posted by Shane Reid on December 20, 2022
2022 in Review:
2022 in Review:
Another Banner Year Recognizing our Client Focus, Digital Innovation
Posted by Shane Reid on December 20, 2022
Before we turn the calendar to a new year, we wanted to look back at the major initiatives we’ve carried out over the past 12 months as Canada’s only integrated health, disability and drug carrier and summarize in this year-end review. This annual Insights Blog tradition reinforces the importance of relationships for our success.
Our 2022 recap focuses on areas for which we again received national industry recognition, including:
- providing top tier products
- harnessing technology and digital solutions to provide exemplary client service
- delivering best-in-class claims service
- investing our earnings to make outstanding contributions to the communities where we live and work as a not-for-profit organization
First in the Market
Innovative, collaborative, holistic
In 2022, we continued to draw on our in-house expertise, our strategic partnerships and our responsive technology to custom-design benefit plans with bult-in flexibility and sustainability. We’ve expanded and further digitized our comprehensive suite of innovative and inclusive solutions, as well as enhanced the reliable, hands-on service we provide to private and public sector clients across Canada.
- We’ve enhanced our Benefits for Small Business — a benefit plan specifically designed for groups of two to ten people — by providing broader coverage options, such as higher maximums and disability coverage, while expanding coverage to Quebec.
- We are the first insurer in Canada to provide coverage for Text Therapy, a new form of mental health counselling that joins the mental wellness options we offer through Connected Care, our digital health storefront.
- We enhanced our Fertility Benefit, which includes coverage for medication and procedures such as in-vitro fertilization.
- We expanded our Optional Benefits plan design to include portable benefits that offer coverage to members, even after they leave their group plan.
Investing in Technology
Easy-to-access, convenient, secure
We made significant enhancements to deliver insurance solutions and digital customer experiences to over 3.5 million individual and group members across Canada. This involved investing in new technologies and innovations to ensure our offering is relevant and responsive to evolving needs and expectations.
- We transitioned three of our most critical digital properties —our self-service sites for members, group administrators, and providers — to modern platforms, representing our digital technology's most significant external upgrade to date.
- We established a Digital Transformation Office, leveraging core competencies in digital experience design, IT planning & procurement, project management, and digital automation to create focused execution of Medavie’s digital transformation and data strategy.
- We established the Innovation Incubator as an enterprise capability to reimagine Medavie’s digital products, services, strategies and experiences.
- We implemented advanced security and data protection capabilities across our cloud-based and remote access (VPN) mobile devices that prioritize personal health information safety.
- We enhanced the ability to easily access online health products and solutions, which include self-serve digital platforms and convenient applications.
Improving Client and Claims Service
Better, faster, smarter
As part of our ongoing operational excellence journey, we’ve enhanced our Total Experience Program, which helps us listen to plan sponsor, administrator and member feedback and allows us to augment our service delivery models to support their diverse needs.
- Drawing from feedback from our plan sponsors, administrators and members, we increased the type of transactions that can be submitted electronically for automated processing by 20%.
- We simplified and streamlined many of our claims processes, making them more efficient and providing faster turnaround times on claim decisions.
- We implemented an intelligent contract lifecycle management platform to enhance communication, data analysis and reporting, and to facilitate faster and more concise responses to queries.
- We established a continuous improvement and innovation program, which involves team members at all levels solving challenges to make insurance simpler for our plan sponsors, administrator and members.
- We digitized our member welcome packages, enhanced self-enrolment and upgraded our mobile app (the highest rated Canadian insurance app on the app store) to enhance the member experience.
Corporate Social Responsibility
Youth mental health, healthy food, active living
As a not-for-profit organization, Medavie does not have shareholders. We retain our net income to reinvest in our business, create even better products for our clients and give back to the communities where we operate as part of our mission to improve the wellbeing of Canadians.
Medavie, through the Medavie Foundation, invests in community initiatives and organizations that share our mission to help address some of the most pressing mental and physical health challenges facing Canada, with a focus on youth mental health, healthy food, active living and post-traumatic stress.
- Since 2011, Medavie has invested more than $21 million in community-based organizations through our Foundation.
Our community giving extends to the causes that are close to our employees’ hearts, matching the personal hours they volunteer and dollars they raise, along with the investments we make through our Building Healthy Communities sponsorships.
- In 2022, our community giving totalled $4.7 million and supported over 100 community-based organizations and initiatives across Canada.
In addition to being named an Excellence Awardee in four categories of the Insurance Business Canada Awards, we were honoured to retain our status as one of Canada’s Top 100 Employers for leading our industry in “offering an exceptional place to work.” We are also in the Hall of Fame of Canada’s Most Admired Cultures for having a culture that “enhances performance and sustains a competitive advantage.”
As 2022 draws to a close, we would like to thank our partners for success ― benefit plan advisors, sponsors, administrators and members, service providers and employees ― and wish you good health, wealth and happiness in 2023 ― the 80th anniversary year for Medavie Blue Cross!
Shane has an extensive background in Group Benefits and strong track record in advancing growth objectives and developing leaders and product teams across Canada. He has held leadership positions in new market growth initiatives, business development, operational effectiveness and disability management. Shane is responsible for leading the development of innovative...