National Health Insurance Company - Daman

Digitalization National Health Insurance Company - Daman

Daman Background The Health Insurance Law for Abu Dhabi was issued on 10th September 2005 with the following objectives:

President H. H. Sheikh Khalifa Bin Zayed Al Nahyan has issued Law No. 23 - 2005 making it compulsory for employers and business owners in Abu Dhabi to provide health insurance coverage for their expatriate employees and their families.

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Access to Healthcare

Quality of Healthcare

Reduction of Subsidies

Ensure affordable access to essential health care for all people living and working in the Emirate of Abu Dhabi

Improve the quality of healthcare across the Emirate of Abu Dhabi by providing a fair and reliable funding system

Gradually reduce the need for government subsidies over the coming years

Daman Digitalization

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Daman Overview • •

Daman earned the trust of 3.1 million members in the UAE within 10 years only. Today Daman has a total market share of around 40% in the UAE.

• Widespread local provider network and expanding global network • Largest and growing branch network within UAE • Daman is comprised of a growing team of professionals with international and local experience, backed by the strong and reliable support of the Abu Dhabi Government. • Access to global health and insurance expertise through Munich Health and Munich Re

3.1 million members

2006

2016

Total insured population in the UAE: 6.9 million, Source: HAAD, DHA, and internal estimation

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Digitalization Evolution Communication UCC

Smartphone

IP-PBX

IM

E-mail

Multi channel

Online channel

Optical Knowledge Base

In-person team meetings

Fixed Line Phone

Door to Door

Store

Voice Conferencing

Pagers PBX

Snail Mail

Online Knowledge Base

Video Conferencing

Cellphone

LAN Based Mail

Voicemail

Telepresence

Netmeeting Fax

Telechannel

White-boarding sessions

Physical Knowledge Base

Typewriters

Enterprise Social Network

Collaboration

Customer Interface

VoIP

Magnetic Knowledge Base Livemeeting

Roadshows Cheque

Social Networking

Physical Files

Credit Card

Tele-banking

Electronic Funds

ATM

Semi Automatic Manufacturing

Computer Aided Manufacturing

E-commerce

M-commerce

Tablet

Cloud Computing

Tape Drives CD

Storage as a services

Smart Manufacturing

Infrastructure

Branchless Banking

Laptop

PC

Predominantly Manual Manufacturing

Cash

Commerce / Financial 1950 – 1970

Digital early days

70’s – 80’s

Digital Progression

The 90’s

Digital Acceleration

2000 - present

Digital Transformation

Source: Capgemini Consulting Analysis 02/02/2017


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What is digitalization?

Digitalization Evolve business models to improve businesses, customer experience, more productivity etc. Growth; Stay in the race

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Digitalization in Insurance Overview

Why digitalization?

Threat of substitutes; need for a new business model (sharing concept)

Customer behavior changes along with higher expectations

Software Replaced by products

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Lower switching cost; services instead of products


New competitors from Silicon Valley such as Fintech

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Failing to act is failing the future

The FUTURE Recognize new trends in technology, culture and experiences

Three unrivaled market leaders in their industries

Embrace the future soon enough Recognize technologies other than their own Cooperate and create partnerships

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Digital trends in insurance and health insurance

Speed, fluidity, and agility of business

Changing customer behaviors

New business models and product alternatives

Trends which will influence the future and dayto-day reality:

Big data Enhanced medical opportunities Advanced technology

Internet of Things

New business model alternatives have surfaced

Google with all of its innovative and disruptive power will challenge traditional principles of insurance

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Digital trends in insurance and health insurance



A digital health insurance company; US based, established in 2013, and a membership of 40,000 as of 2015



Subscription of business models, Pricing through algorithms,



Offers free wearable devices and cash discounts for committed members



Expanding to other US markets



Shows loss of $100,000,000.

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How to digitalise in health insurance

Stronger connectivity

Greater efficiency and automation

Better decision making

More advanced innovation

Source: McKinsey

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mHealth Success mHealth is the use of mobile and wireless devices to improve health outcomes and healthcare services

60%

60%

170,000

Prefer setting a doctor appointment by phone

Prefer having their health / medical data in a mobile app

mHealth apps, 1 billion mHealth app users

(45,000 mHealth App publishers)

* National Institutes of Health Consensus Group mHealth, 2013 Source : McKinsey & Co. 2015 / HiMSS Mobile Technology Survey 2015 / research2guidance - mHealth App Developer Economics study 2015

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mHealth is influenced by many factors Changing consumer demands

Enhanced medical opportunities

Incentivized wellness

Data analytics

Innovative digital and mobile technology

Quantified self 02/02/2017

Empowered patient Daman Digitalization

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The UAE Market



Rated 23rd in network readiness in 2015



In the top 10 in business innovation



World leader in mobile penetration in 2013



Internet penetration of 95.6%

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Social media usage of 68 % as of 2010; diverse nationalities lead to high usage of social media as communication means



Arab digital generation, ages 15-35, is a great disrupter, a creator of opportunity for businesses in the region


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Conventional Delivery The conventional DMP delivery is centered on the coash-member relationship and telephone-based operations.

Conventional delivery

Education, coaching and target setting

Participant Commitment to coaching plan

Commitment to coaching treatment

Treatment

Health Report

Health Support Coach

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Clinical Data

Doctor

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mHealth Solutions New possibilities through mHealth solutions will enhance our DMP enrollees’ member experience and help optimize operations solutions will enhance our DMP participants’ member experience and help optimize operations

Conventional delivery mHealth-based delivery

Education, coaching and target setting

Participant Commitment to coaching plan

Commitment to coaching treatment

Telemetry Data

Chat function

Treatment

Telemetry Data [Future EHR]

+ Enhanced data

Health Report

Health Support Coach

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Clinical Data

Doctor

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mHealth Complement the value chain of Daman’s Disease Management Programs

Diabetes Program

On Drop lower risk type 2 members

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Maternity Program

Femisphere / Onelife pregnant members


Dietetics Program

OVIVA pre-bariatic members and type 2 diabetic

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Femisphere - OneLife

Tracks pregnancy related conditions and enables direct member chat communication with coaches to help make pregnancy a good experience Track Medical Symptoms

Track Mood

Emergency Response Triggers

Track Meds

Engaging Content

Community Activity

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One Drop

Diabetes management platform that empowers People with diabetes to live healthier lives

Recording your glucose, insulin and activity is as easy as dialing it in.

Analysis displays time-blocked summaries of your performance over time.

The ME stream displays your glucose, insulin, activity and food moments on a 24-hour timeline.

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OVIVA

Delivers nutrition advice through one-to-one interaction between user and personal coach to help better manage food intake Best in class Nutrition Guides

Setting Achievable Goals

Track Food / Upload Photo

Track Activity

Track Weight

Daily Coaching

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Internal challenges

Leadership

Clear vision and road map with priorities Lack of urgency

Lack of talents

digitalization is still new skill

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Unclear business case

Legacy system

No clear case of return on investments

Complexity of IT system

Organization culture

Governance challenge

Inside-in thinking to outside-in thinking


New vulnerabilities, cyber attack, data manipulation

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Conclusion

Customer centricity and positive interaction is a must to succeed in the digital age Watch continually for developing trends even those from different industries Simplicity of products and increased awareness of insurance products essential for online business Periodical reviews of the methods, evaluations of ideas that are implemented and continued enhancement is important to reach the business goals Keep the innovation wheel running and maintain a startup culture

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Thank you Daman Digitalization

Backup Slides Digitalization

Main Categories for App Classification

Self-Care Administrative     

Submitting claims and checking status Searching providers / driving directions / emergency contact numbers Locating PI branches / view e-medical card Viewing policy details / managing profile / customer support Getting quotes / comparing cost estimates

Health Information Portal     

Tips and reminders to stay healthy Guide to health resources, coaching opportunities, incentives Symptom checker Articles about common conditions and diseases Access to medical dictionary

Medications Management    

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Directions to finding nearby pharmacies Medicinal information Photo recognition of medication Scan to refill / pill reminders Medication record prescribed by treating doctor / order status / high price alert / manage all prescriptions


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Provider Search Engine

 Searching for providers, urgent care, pharmacies, wellness centers / driving directions  Finding PI branches / customer care / view policy details  Schedule appointments  Assess providers

Telemedicine / Virtual Doctor

 Video consultation / chat with a doctor or health team / text medical questions or photos  Personalized coaching  Health and wellness tips  Collecting prescriptions

Wellness / Lifestyle / Fitness

 Goal setting / tracking activity / exercise and fitness tips / competing with friends / fitness assessment tests / access to fitness offers  Setting health goals / access to health library /  Tips & advice for stress management, healthy lifestyle, medical info..  24/7 advice and support via chat

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Combined Functionalities         

Self care administration Provider search Health portal Telemedicine / Virtual doctor Medications management Health assessment and wellness tips Keep track of weight and diabetes Purchasing insurance Cost comparison

Miscellaneous Apps     

Maternity Smoking cessation Grocery guide Medical records management Home care

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National Health Insurance Company - Daman

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