Health and life insurer Vitality has collaborated with software provider FICO to provide a customised healthcare experience for its one million members. 

The Vitality Care Hub, powered by the FICO Platform, streamlines the healthcare process with features such as instant authorisation, online consultant booking and GP referral integration. 

The Care Hub has reduced phone-based claims initiation, with less than 28% now started by phone – down from more than 90% in 2019. 

The integration of FICO solutions has enabled more data-driven decision-making, reducing the need for manual intervention and increasing overall efficiency.  

This has improved the handling of complex claims, including those related to chemotherapy. 

The company’s Care Hub provides a fully digital access point for a range of healthcare services, supported by cloud-based microservices architecture to ensure traceable decision-making.  

The digital transformation has also contributed to lower operational costs and reduced human error, with resulting savings redirected to other essential services. 

Furthermore, Vitality uses the FICO Business Outcome Simulator to anticipate the effects of rule changes within the business. 

Vitality head of healthcare programmes Annabel Simmons said: “Upgrading our system wasn’t just about moving to the cloud – it was about unlocking the potential for growth by allowing our teams to focus on what they do best: providing excellent healthcare services and improving patient outcomes. We realised we were limiting our possibilities by staying with our old system. Our upgrade with FICO is already paying for itself and will continue to drive value for years to come.” 

FICO software president Nikhil Behl stated: “The collaboration between FICO and Vitality has enabled the kind of personalised digital-first approach that is transforming healthcare services. By focusing on personalisation, automation and operational efficiency, Vitality is building a future-proof system that meets the diverse needs of its members while driving sustainable growth.” 

Last month, FICO partnered with health tech company dacadoo to support life insurance risk management.