Vitality, a leading British health and life insurance provider, has partnered with global analytics software leader FICO to revolutionize its healthcare services. The collaboration has resulted in the development of the Vitality Care Hub, powered by FICO® Platform, which offers members a fully digital experience for accessing healthcare services.
Key Features of Vitality Care Hub
The Care Hub provides instant authorisation, online consultant booking, and seamless integration with GP referrals, creating a streamlined and personalized healthcare journey for Vitality’s 1 million members. This digital transformation has significantly reduced the number of claims initiated over the phone – from over 90% in 2019 to less than 28% currently.
Impact on Operations and Customer Experience
The implementation of FICO® Platform has enabled Vitality to:
- Reduce operational costs by minimizing manual intervention
- Lower the risk of human error during assessment and processing
- Scale effectively to manage increasing volumes of complex claims
- Enhance customer satisfaction through faster, digital pathways
Vitality has integrated various FICO tools to make data-driven decisions based on real-time insights, improving the efficiency of claims processing. The company’s specialist claims teams now have more time to focus on complex cases, providing personalized support where needed.
Quotes from Key Stakeholders
“At Vitality, we understand that no two patients are the same… Upgrading our system wasn’t just about moving to the cloud — it was about unlocking potential for growth.”
- Annabel Simmons, Head of Healthcare Programs at Vitality
“The collaboration between FICO and Vitality has enabled a personalised digital-first approach that’s transforming healthcare services.”
- Nikhil Behl, President, Software at FICO
Future Implications
The partnership demonstrates how advanced analytics and digital transformation can revolutionize healthcare services in the insurance sector. By focusing on personalization, automation, and operational efficiency, Vitality is building a future-proof system that meets diverse member needs while driving sustainable growth.
