Health insurer nib deploys digital complaints platform in pharmacies

Australian health insurer nib Group has partnered with payment platform LanternPay and Civica, a London-based utility software provider, to provide its pharmacy complaints platform.

According to a press release, the digital complaints solution has been deployed to more than 1,300 pharmacies nationwide after a six-week pilot.


With LanternPay’s claims solution, nib’s health insurance members can process their claims’ on-the-spot ‘and’ paperless’ at local pharmacies, moving away from the previous process of ‘pay first, claim later”.

The browser-based platform, supported by Civica’s cloud solution, will not require pharmacies to register with a particular bank to access the system, which is a usual requirement of other system vendors. claim, according to Mirinda O’Gorman, chief executive of health care. at LanternPay.

The nibGroup is set to expand the digital claims offering to pathology, targeting the automation of up to 70% of pathology claims, achieving significant savings and reducing premium costs for members nib. It also seeks to offer the solution for everyday claims, such as physiotherapy, gym, dentist and chiropractor.


The nib group was among the health insurers that recently allowed their membership cards to connect to Apple Wallet for contactless complaint at the HICAPS terminal.


“Our members want quick and easy claims solutions, which is exactly what this new solution delivers. It also provides a better experience for our members, improves operational efficiency, enables faster claims turnaround times and is all [a]better for the environment because you no longer need to print receipts, ”said nib Group IT director Brendan Mills.

“LanternPay works closely with pharmacies to understand what they need to facilitate claims and payments and enables pharmacists to deliver a great customer experience to their patients,” commented O’Gorman.

“We are also excited to expand this work to other states in Australia alongside LanternPay as we continue to deliver our innovative cloud solutions to the health insurance industry,” added Vinay Chand, CEO of Civica. .

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