The health insurance sector is facing changing market dynamics on a number of fronts. Competition is heating up, new players are entering the market, and consolidations and collaborations have become commonplace. While there has been consistent top-line growth due to increased coverage, low-interest rates, escalating healthcare costs, and intense competition continue to squeeze profits. Health insurers are leveraging digital tools, artificial intelligence (AI) and analytics to gradually move toward an efficient, digitally-integrated ecosystem. Voice assistants, online digital portals, predictive and behavioral analytics, and telemedicine are enabling health insurers to cater to evolving customer expectations and reduce healthcare costs. Blockchain and AI are empowering insurers to improve operational efficiencies and integrate with healthcare ecosystems. This analysis provides an overview of the top-10 technology trends in the health insurance sector that will be strategic for firms in the near term.

1. Top 10 Technology Trends
in Health Insurance: 2019
October, 2018

2. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved.Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 2
Top 10 technology trends in health insurance in 2019
Health insurance industry is gradually moving toward a digitally integrated ecosystem

3. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved.Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 3
The health insurance industry is experiencing
changing market dynamics
Source: Capgemini Financial Services Analysis, 2018
Amazon
Aetna-
Canadian
Insurance
AXA-Oscar
Cross-
consolidation
through M&A
New entrants
- BigTechs and
retail giants
Collaboration
with
InsurTechs

4. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved.Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 4
Insurers are offering members a guided-user
experience to simplify the healthcare journey
Source: Capgemini Financial Services Analysis, 2018; “Guided-User Experience Enhances Members’ Healthcare Journey”, Capgemini, 2018
Make decisions & set
appointments
Find healthcare to meet needs
Buy
Find others with similar
experiences
Understand my options
Track my care and that of my
loved ones
Track progress & set goals
Sort
+
Compare
ConnectOptimize
Organize
Search
+
Find
Consolidate
information in
one place

5. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved.Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 5
Health insurers are leveraging voice assistants for
meaningful customer engagement
Source: Capgemini Financial Services Analysis, 2018; https://medium.com/@micromoney.io/the-rise-of-the-voice-payments-ecosystem-666cf658930f
Personalize sales
conversations
Companion for older
patients
Address health queries
Continuous monitoring
1.83b
n
The number of customers
who would be using voice
assistants in 2021

6. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 6© 2018 Capgemini. All rights reserved. 6Health Insurance Trends 2019 | October 2018
Use of mobile as a channel heats up enabling insurers
to increase customer touchpoints
Source: Capgemini Financial Services Analysis, 2018; https://research2guidance.com/product/mhealth-economics-2017-current-status-and-future-trends-in-mobile-health/
Offering value-added
services
e.g. United Healthcare’s app
for pregnant women
Providing core insurance
services
e.g. Nationwide Medical
Insurance uses mobile for
premium collection
Access to underserved
markets
e.g. Jamii Africa offers
mobile micro-health
insurance
325,000 health apps available in 2017
with 78,000 apps added to major app
stores in 2016

7. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 77© 2018 Capgemini. All rights reserved. 7Health Insurance Trends 2019 | October 2018
Insurers are providing employers reporting tools for
better workforce health costs management
Source: Capgemini Financial Services Analysis, 2018
Reduction in healthcare costs
Better managed employee care
Tailored proactive wellness initiatives
Actionable insight generation
Employer group retention

8. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 8© 2018 Capgemini. All rights reserved. 8Health Insurance Trends 2019 | October 2018
Wearables tech is enabling health insurers move
toward a preventive care model
Source: Capgemini Financial Services Analysis, 2018
Proactive
wellness
initiatives
Continuous
monitoring
using
wearables
Real-time insight generation from wearables can enable insurers
to continuously monitor members’ health leading to timely
interventions and preventive care

9. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 9© 2018 Capgemini. All rights reserved. 9Health Insurance Trends 2019 | October 2018
Predictive and behavioral analytics is facilitating
predictive diagnosis and personalized care
Source: Capgemini Financial Services Analysis, 2018
Initial
diagnosis via
photo and
video analysis
of ailments
Predictive
analysis for
identifying
effective
treatments
Predicting the
members’
future health
trajectories
Behavioral
analytics to
study
customer
preferences
Use of predictive and behavioral analytics in the customer care continuum

10. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 10© 2018 Capgemini. All rights reserved. 10Health Insurance Trends 2019 | October 2018
Remote care via telemedicine is transforming the
nature of provider-payer-client interactions
Source: Capgemini Financial Services Analysis, 2018
Better access to care for members in
remote areas
Reduction in health costs
Reduced in-patient visits
Convenience in care
Improved remote diagnostic capabilities coupled
with better data integration would enable insurers
to reap the full benefits of remote care services
using telemedicine.

11. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 11© 2018 Capgemini. All rights reserved. 11Health Insurance Trends 2019 | October 2018
Blockchain is being seen as a potential solution for
unifying and maintaining data records
Source: Capgemini Financial Services Analysis, 2018
Maintaining provider lists
Administrative cost
reductions
Secure and easy access to
health records
Seamless updating of lists by
providers and payers
Better collaboration among
different providers
Easy determination of
whether provider is in
network
Achievement of cost
efficiency in care
Unifying customer health records

12. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved. 12© 2018 Capgemini. All rights reserved. 12Health Insurance Trends 2019 | October 2018
AI is empowering health insurers to achieve enhanced
operational efficiency
Source: Capgemini Financial Services Analysis, 2018
Faster
claims
processing
and
payouts
Enhanced
customer
experience
and
operational
efficiency
Accurate
Identification
of fraudulent
claims
Cost
optimization
and
claims cost
reduction
Key
Benefits
$80
bn
The amount that fraud
costs the insurance
industry in a year

13. Health Insurance Trends 2019 | October 2018 © 2018 Capgemini. All rights reserved.
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