CONCORDIA is one of the largest insurance company in Switzerland and currently, customers have to hand in their
medical invoices by snail mail. Customers have to create their own copy of their invoice, putting the original
copy into an envelope, getting a post stamp and dropping it into a mailbox. Afterward, the customers then
need to wait until they receive a confirmation mail by CONCORDIA if the bill will be covered or not.
To overcome this tedious process, the new app should simplify those steps. In addition, we'd like to provide customers
more transparency about their health insurance situation and a platform where they can easily reach out to CONCORDIA.
After interviewing current Concordia customers and analyzing the workflow,
we saw that all steps can be very time-consuming. Often people have to search for their insurance number
since it is too long to memorize. Organizing an envelope and stamp comes with low cost but when unavailable, making a trip to the next
stationery store or kiosk is inevitable.
Also searching for the mailbox address of CONCORDIA can be quite tedious. This repetitive long procedure can easily demotivate
people to hand in their invoices and postpone it to never o' clock.
With the new app solution, all these steps are simplified and automated to save time, paper and money. An
invoice can now be submitted in just 3 very short steps and within 2-5 minutes.