Mitra AI partnered with Travis Perkins on a three-stage modernisation journey

100% claims processed. 7000+ members supported. Transparent, end-to-end invoicing with faster settlements.

Learn how Mitra AI helped LeapIn! build a scalable, transparent NDIS plan management platform across claims processing, financial management, and member experience.

Impact Summary (add new)

About Leap in

Leap in! is Australia’s leading National Disability Insurance Scheme (NDIS plan manager), supporting thousands of Australians across the country. A progressive social enterprise, Leap in! is driven by a clear mission: to enrich the lives of people with disabilities by helping them get the most out of their NDIS plans, connecting the highly fragmented insurance ecosystem and providing delightful, superior digital experience to members and staff. In recognition of its innovation-led approach, Leap in! was awarded second place in the 2021 Australian Financial Review (AFR) Most Innovative Companies Awards (Government and Not-for-Profit category) for the Hedgehog platform- co-created with Mitra AI.

Opportunity

From its inception, Leap in! prioritised usability and accessibility - delivering an intuitive digital experience supported by a human-centred contact centre. Core financial management, claims assessment, and funds routing, however, were initially delivered through a third-party platform. As Leap in! scaled to process millions of dollars in claims and thousands of provider payments each week, the limitations of the third-party system became increasingly clear:

Rising operating costs.

Limited flexibility to innovate.

Reduced visibility across claims and settlements.

Slower response to member and provider needs.

To remain competitive, scalable, and mission-focused, Leap in! needed a robust, flexible, and future-ready platform-one that could support growth while improving transparency, control, and experience for all stakeholders.

Solution

Building on Leap in!’s existing cloud-first, serverless architecture, Mitra AI designed and delivered the Hedgehog platform, a secure, resilient, and highly scalable solution with fixed operating costs. From day one, the platform demonstrated exceptional data integrity, passing audits cleanly with none of the issues experienced in the previous system.

Key capabilities included:

A robust general ledger, built on an open-source kernel, capable of processing millions of transactions annually.

End-to-end claim and invoice lifecycle workflow management, providing forensic-level visibility for performance and risk management, enabling automation of sophisticated recovery pathways for delayed or complex (‘unhappy path’) claims.

Integrated Member, Plan & Provider lifecycle workflow management - providing a fully integrated solution spanning CRM, CX, Contact Centre, Financial Management and Banking.

Advanced stakeholder communication components, unifying member and provider experience across native app and other digital channels, contact centre, email, to provide participant choice and control around the delivery of their plan.

Key capabilities included:

A robust general ledger, built on an open-source kernel, capable of processing millions of transactions annually

Integrated Member, Plan & Provider lifecycle workflow management - providing a fully integrated solution spanning CRM, CX, Contact Centre, Financial Management and Banking

Key capabilities included:

A robust general ledger, built on an open-source kernel, capable of processing millions of transactions annually

Integrated Member, Plan & Provider lifecycle workflow management - providing a fully integrated solution spanning CRM, CX, Contact Centre, Financial Management and Banking

Key capabilities included:

A robust general ledger, built on an open-source kernel, capable of processing millions of transactions annually

Integrated Member, Plan & Provider lifecycle workflow management - providing a fully integrated solution spanning CRM, CX, Contact Centre, Financial Management and Banking

Impact

Beyond achieving its core objective of fixed, predictable operating costs, the Hedgehog platform delivered significant business and customer benefits:

Over 7000 members supported (100% membership base growth)

Reduced onboarding effort for new members

Lowest staff-to-member ratios of any NDIS plan manager with no increase in TechOps, Support, and DevOps team sizes

Improved visibility into member budget status, enabling better automated and personalised advice

Transparent invoicing and Faster, more reliable settlements and improved provider experience

Error-free reconciliation processes and faster issue resolution

Enhanced visibility across the claims pipeline, enabling self-service tracking, better workforce planning, and improved customer service

100% of third-party claim funds processed

"Some tech teams are special. They understand the business they’re supporting, have deep technical knowledge, their quality practices support excellence and real achievement, they collaborate and communicate well, everyone works in harmony, and when they make a commitment to achieve a deadline - they deliver it. In short, they make a difference in people’s lives."

Jane Sheehy,
CTO of Leap