Elevating the digital experience for health insurance

Hunter Health partnered with Airteam to re-engineer their member services architecture. Hunter Health leveraged our expertise in APRA-compliant systems to de-risk their legacy migration.

‍

Introducing Hunter Health Insurance

Hunter Health Insurance is a not-for-profit regional health fund dedicated to offering affordable healthcare coverage. They serve a wide range of sectors, including agriculture and retail. Committed to transparent, high-quality service, Hunter Health Insurance provides its members with top-notch care and excellent value for their money.

‍

A need for modernisation in digital member services

Hunter Health faced a crucial decision to update their outdated member services portal when it reached its end-of-life. They were spurred to find a solution that is not only modern and easy to use but also familiar to their current members. Their main challenges were:

1. Legacy Constraints: The portal had reached its end-of-life status, resulting in high maintenance overhead. The existing framework could no longer support the responsive mobile workflows required to service a modern member base.

2. Modern Yet Familiar: Hunter Health aimed to adopt new technology without unsettling their existing users.

3. Unique Requirements: They needed a system flexible enough to accommodate their special way of calculating benefits, without compromising ease of use.

Their objective was clear: find a modern and intuitive solution, familiar enough to ensure a risk-managed transition for their members.

‍

Hunter Health partnered with Airteam to re-engineer their digital delivery

To find a more advanced and user-friendly digital platform, Hunter Health undertook a comprehensive market analysis, engaging with multiple potential suppliers. They had strict criteria: the platform needed to be clean, intuitive, and adaptable to their unique product suite and benefit calculation methods.

Airteam stood out for several key reasons:

Responsive design

Inconsistent mobile experiences drive up support costs. We deployed our Good Design Award-winning design system to create a unified interface, reducing user error rates across all device types.

Tailored experience

Designed with the flexibility required to meet Hunter Health's unique benefit calculation and product suite, our platform offers a customised user experience.

Ease of transition

We managed the migration risk through a staged rollout. By anticipating data mapping discrepancies early, we ensured the transition maintained data integrity for members, with zero critical downtime.

Security and compliance

Given Hunter Health’s regulatory environment, security was treated as a core design constraint, not an afterthought. Airteam guided compliance decisions to ensure alignment with APRA CPS 234, privacy, and health-fund security controls, while avoiding controls that would degrade member usability or operational efficiency.

Our ISO 27001 and ISO 9001 certifications reflect not just compliance, but the operational maturity required to support regulated organisations long-term.

‍

Future-proof

We know that Australian health funds face mandatory product and premium updates every year. We architected the benefit calculation engine used to reflect fund rules to be fully configurable, allowing Hunter Health to execute annual rate rises and product changes internally without requiring new development cycles or platform downtime.

‍

Hunter Health CEO, Melissa Ralph, said, "The things that appealed on the initial presentation of the solution were its clean design, intuitive nature, and the ability to tailor it for what we have in our product suite."

Our platform not only resolved Hunter Health’s immediate challenges but also positioned them for future growth and innovation.

‍

Transforming Hunter Health's member experience

Our partnership with Hunter Health brought immediate and impactful results:

Enhanced member experience

We replaced the fragmented legacy interface with a unified design system. This ensured consistent branding and accessible navigation flows across the entire member portal.

Smooth onboarding

The quiet launch of the platform was not incidental. Airteam designed the rollout to minimise behavioural change for members, prioritising familiarity over novelty. This reduced onboarding friction and eliminated the spike in support queries typically seen after portal migrations. As Hunter Health CEO Melissa Ralph observed, “The best feedback you get is when you have none on day one.”

Alignment with brand identity

The new platform aligns closely with Hunter Health's brand identity, providing a unified and fluid experience from their main website to the member services portal.

Future-ready platform

The adaptable and responsive design positions Hunter Health to easily meet future digital challenges and opportunities.

Our component-based design system standardised navigation across the product suite. As CEO Melissa Ralph noted, "Members have told us it's easier to get around, looks better, feels better, and is far more professional."

Our work with Hunter Health not only solved their immediate challenges but also set them on a course for ongoing digital excellence.