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Defence Health
Helping veterans access health care entitlements.
Service Design
Defence Health, Australia’s largest not-for-profit veterans health insurer, created a new service experience to help veterans understand mental health and cancer benefits they’re entitled to through the Department of Veterans’ Affairs.
Providing personalised guidance on what options are available and how they can access these benefits.
Time
12 weeks
Prototypes
4 Unique Iterations
Validated with
250+ customers in live trials
The problem
The ex-serving community aren’t accessing the DVA healthcare programs they’re entitled to; programs that often mean veteran pay less to access the support they need.
Veterans often aren’t aware of what’s available — even if they are, they’re unclear whether they meet the eligibility criteria. This is coupled with a perception that the process to access these benefits is complex and time consuming.
The solution.
Together we designed and piloted a claims experience that successfully:
Identifies eligible veterans, engaging with them to understand their context and relevant options.
Informs them with relevant information at the right time in their healthcare journey in the various formats individual members need to understand and act.
Supports veterans, providing them with confidence to navigate the process through personalised guidance.
Delivered by a phone-based concierge team with specialised knowledge on entitlements and eligibility, this service was successful in guiding members from being unaware, to aware and proactively claiming benefits they’re eligible for.
"I thought I could only get [benefits] for my shoulders — I didn't know I could get it for cancer and mental health”— Defence Health Member
The impact.
The service delivered real change for veterans, and Defence Health. Over a 2 week pilot we spoke to ~40 members. 100% of those identified as eligible planned to claim or find out more because of the service.
Provides veterans with the right information and support to access healthcare benefits they’re entitled to. Having the option of claiming with DVA often means no out of pocket expenses for veterans, reducing their cost of living.
Demonstrates Defence Health’s position as a leading healthcare partner for the veteran community, providing specialised support – ultimately improving customer satisfaction and retention.
“That would be so good [getting the DVA application form] - I’ve been diagnosed with cancer, everytime I see a specialist it’s like $300…”— Defence Health Member
