Modernizing the Digital Ecosystem of a Major US Health Insurance Provider
Based in Connecticut, the client is a subsidiary of a Fortune 5 insurance company and serves more than 300,000 members worldwide. Through its network, members enjoy access to healthcare services across over 200 countries and territories. Despite a strong 95% customer-retention rate, the company recognized that its digital platforms needed modernization to stay relevant and match its global reach and membership scale.
Opportunity
The client’s digital ecosystem consisted of legacy applications that were fragmented, outdated, and delivering a poor user experience, both for insured members and healthcare providers.
Mobile app
Built separately for iOS and Android (old codebases), leading to heavy maintenance.
Poor user ratings (2.3/5 Android, 1.5/5 iOS), due to slowness, frequent crashes, and failures when uploading claim documents.
Delays in new feature deployment due to underlying legacy frameworks.
Lacked seamless integration between the mobile and web versions, resulting in a consistent user experience.
Member Portal
Integrated a domain-driven microservice architecture with over 15 internal and external systems. This integration streamlined digital channel functionalities, enhancing efficiency and user satisfaction.
Inefficient search function, making it difficult for users to find relevant providers within the client network.
Lacked a unified content management solution, leading to inconsistent information, slower updates, and a fragmented user experience.
Lacked translation capabilities, complicating global content management.
Provider portal
Unreliable claims upload system leading to delayed reimbursements and frustration for both members and providers.
Cumbersome GOP form submission resulting in slower claims processing and member dissatisfaction
Personalized views and enhanced accessibility features were integrated to ensure a seamless experience for healthcare providers.
Fragmented access to EOBs and claims, resulting in administrative bottlenecks and provider challenges.
Solution
Mitra Innovation executed a 3-week discovery phase followed by a phased modernisation program over two years and re-engineered Aetna’s legacy systems into a modern, modular, and scalable digital platform.
Mobile app
Re-platformed the client’s mobile app, ensuring compatibility with both iOS and Android through a unified source code base.
Agile methodologies and modern version control systems were employed to optimize development timelines, resulting in the successful delivery of the enhanced app within a stringent 12-week period.
Mitra AI’s Security First Framework was implemented from the onset, safeguarding the app with robust security measures.
Faster front-end framework implemented to deliver a seamless, mobile-responsive experience across web browsers and mobile devices.
Member Portal
Integrated a domain-driven microservice architecture with over 15 internal and external systems. This integration streamlined digital channel functionalities, enhancing efficiency and user satisfaction.
Onboarded and trained a dedicated RU team
Introduced REST APIs, test automation, and disciplined service management
Improved reliability and performance of the customer ticketing platform
Provider portal
Optimized functionalities such as claim uploads, member eligibility checks, and form submissions.
Authentication flow was streamlined, and user-friendly features such as drag-and-drop capabilities were introduced to improve operational efficiency
Personalized views and enhanced accessibility features were integrated to ensure a seamless experience for healthcare providers.
Impact
The client’s digital ecosystem consisted of legacy applications that were fragmented, outdated, and delivering a poor user experience — both for insured members and healthcare providers.
Testimonial
“Mitra Innovation excelled with their seamless integration into the client’s technology team and their genuine dedication to our success. With a proactive approach and focus on quality, their numerous recommendations and ‘thinking-out-of-the-box’ innovative mindset have been invaluable throughout the project lifecycle. The Mitra team’s energy is always high, consistently delivering on time whilst optimizing costs through their efficient 100% offshore model. The team’s collaboration has been exemplary, integrating well with IT and business colleagues”
Fariba Alim-Marvasti,
Ex CIO at Aetna International (CVS Health)