Case Study: nib navigates 85% of members to non-urgent care with Infermedica Triage

Navigating 85% of members to non-urgent care

nib, a major Australian health insurer, was challenged by the complexity of the healthcare system for its large number of new international members. These members often struggled to navigate care, leading to inefficient resource use. To address this, nib turned to Infermedica for a solution to direct members to the appropriate level of care.

Infermedica implemented its Triage product, a configurable symptom checker integrated into nib's member app. The tool provides real-time, evidence-based assessments that direct users to self-care, telemedicine, or in-person visits. The results were significant: in the first three months, over 5,000 symptom checks were completed, with 85% of users successfully directed away from emergency departments to non-urgent care options. This allowed nib to optimize care delivery and generate powerful insights into member health trends.

nib

Rob McGrath

Chief Medical Officer