Digital health: travel coverage is transformed for the post-pandemic

A tool allows your clients to manage their medical care online from their mobile device without the need to communicate with the call center

The world changed because of the coronavirus pandemic, and consequently so did the transfers and medical coverage for travelers. Covid-19 accelerated the technological processes of providers, forcing them to update and provide new tools.

The traveler is attentive, aware, responsible and very informed and puts his health first. Today travel coverage is not an option, it is an obligation self-imposed by the traveler himself, beyond the destinations that require it as a condition of entry.

In this context, and in addition to charging a preponderant value, it totally changed its essence, it became a technological service, as well as a medical one. The Universal Assistance company relaunched its mobile application, which includes a new digital innovation service: Mobile Medical Self-Management.

This digital tool allows your customers to manage their healthcare online from their mobile device without the need to communicate with the call center.

In times of pandemic, health coverage is a must for travelers.

Self-management on the traveler’s cell phone

The new self-management system It includes an online medical triage and allows a quick assessment of the client’s situation, providing through geolocation the care that is adapted to the passenger’s needs.

Raffaele Loiacono, regional director of technology and systems (CIO) of Universal Assistance, explains in the following iProfessional interview the evolution of this application.

-How was the renewal process for the Universal Assistance mobile application? What phase is it in?

-The Universal Assistance app is constantly evolving, we launched it more than six years ago and since then we have been constantly making new versions. This last “upgrade” was a job of more than a year, it required a planned work between the digital area, IT, operations and our medical department.

We have launched a disruptive solution, which offers a new way to solve a travel problem, giving the passenger the possibility of self-management through an online medical triage.

-Is the renovation an internal and own development or is it outsourced? If it was the latter, who?

-The development is a joint work in various areas of the company and the advice of an external “mobile partner”.

-What customer experience tools were used for the development of the application?

-More than two years ago we did a market research, “focus group”, where we wanted to understand what the traveler wants and needs so that our service is better perceived.

Thus, we knew what were customers expecting from a service like ours and what more could we give. Then we worked agilely on the development of the minimum viable product, and testing was the key stage, where we focused on the user experience.

-How do you reduce the margin of error in self-diagnosis?

-Medical experience of more than 40 years helping clients on the road, allowed us to build a online medical triage, that based on the symptoms that a client has, we classify them and offer the best solution: telecare, home doctor, consultation in a medical center, or continue talking with our operations center. The client can always interrupt the process and communicate directly by chat or call us

Raffaele Loiacono, Regional Director of Technology and Systems (CIO) for Universal Assistance.

Raffaele Loiacono, Regional Director of Technology and Systems (CIO) for Universal Assistance.

-What savings and advantages did you get with the application?

-This digital solution generates a simplification for the client, allowing them to manage their medical care completely online from their mobile device.

-How do you handle the privacy and security of customer data? What protocols do they use? Is the data kept in Argentina or abroad?

-All information entered by the client is confidential and it is protected, it is stored in our CRM.

-What is the predominant profile of the client who uses the application? By age, sex, etc.

-The highest percentage of users who use the Universal Assistance App are in the age range 25-34 years (30%), followed by the range of 35-44 years (25%). The highest percentage of users speaks Spanish (78%), followed by Portuguese (12%). The majority of users download the app on Android (57%), while 43% do so on iOS.

-How many downloads does the application have?

-More than 150,0009 downloads per year and more than 250,000 users per year. The App is natively developed in Android and IOS, in Spanish, Portuguese and English.

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