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Aetna’s visionary new digital health ecosystem puts customers in the driver's seat

At Aetna International, we’re embarking on a journey to revolutionise the customer experience, driven by a clear vision that puts members at the heart of their own health care journey. We are excited and proud to announce the imminent unveiling of a new member activation and onboarding journey.

This will include a simplified, personalised member registration and login process for all members no matter where they are. Members outside of the U.S. will also benefit from a new online health engagement survey featuring real-time results and a new dashboard in Health Hub that connects them to personalised health and wellness solutions.

This virtual ecosystem places care professionals and customer support firmly by our members’ side, helping them to realise their health ambitions.

“Aetna’s goal is to deliver a transformational customer experience guided by a set of principles,” says Caroline Pain, Vice President, Customer Proposition, Aetna International. “Our experience principles will define the design of all customer interactions we build in the future and shape our technology and operational investments.

“Aetna has a duty to help its members become the healthiest versions of themselves. If we can support people to make small and personal changes to their lifestyles, we can help them to live healthier and more fulfilling lives.”

This new approach is in keeping with the paradigm shift taking place in the way societies address health and wellness. There is a move toward personalised health care that is predictive and participatory. An ecosystem that depends on listening and responding to individuals’ needs over time benefits individuals, employers, brokers, health systems and communities.

Members in our Middle East and Africa and Asia Pacific regions will be the first to benefit from the new onboarding experience, which lets them and their families:

  • Gauge their current health age and wellness levels
  • Receive tips and links to healthier living
  • Access real-time care, either through our vHealth by Aetna app or one of our international partners (subject to plan inclusion and regional availability)
  • Connect with international and local health and wellness services to help them prevent or manage conditions
  • Manage their claims
  • View their insurance plan documents

The new simple registration and login process makes it easy for members to access their benefits quickly. They can:

  • Invite other members to access their benefits
  • Set up emergency contacts so that we’re able to help when they need it most
  • Request support from Aetna clinicians
  • Complete an interactive health survey that shows their health age and health report in less than five minutes
  • Find health care in their local area wherever they are in the world
  • Access health and wellness information from our expert teams

In the best interests of all

Helping individuals live healthier, longer lives is in the best interests of each member. Employers benefit from happier, more productive employees when they maximise the value of their health plan. It’s also good for health care systems as healthier patients ease the burden on straining services and help control spiralling medical inflation. And it’s good for insurance brokers, who have less administration, happy customers and ready renewals.

“By connecting individuals to personalised health and wellness solutions, we’re ensuring that all of our care and member support teams are aligned with the individual’s best health outcome in mind,” says Miranda van Gestel, Head of Customer Experience, Aetna International. “All it takes is to encourage members to register. It’s about connecting the dots and making it easier for them to get support and advice to meet their unique clinical or administrative needs in a seamless, transparent way.”

We will continue to share information on the launch of our customer experience with our broker partners and clients in the coming weeks.

You can get in touch with us to discuss international private medical insurance for employees or clients or any of the topics included here

About Aetna International

Aetna International provides health benefits and wellness services to more than 800,000 globally mobile individuals, expats and local nationals around the world. We offer comprehensive health care benefits, including medical, dental, vision and emergency medical assistance, along with preventative and condition management care programs. For employers looking for health and wellness benefits for international employees, our sales consultants are on hand to provide information and quotes on our flexible plans.

For individuals looking for health care insurance plans for themselves and their families, our expert consultants are happy to provide guidance and quotes. Contact our sales team or request a call back here.

Aetna® is a trademark of Aetna Inc. and is protected throughout the world by trademark registrations and treaties.

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You have been redirected to an Aetna International site. InterGlobal is now part of Aetna, one of the largest and most innovative providers of international medical insurance. We have combined our businesses to create one market-leading health care benefits company. This means we can better serve people who depend on Aetna International and InterGlobal to meet their health and wellness needs.

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Please read the terms and conditions of the Aetna International website, which may differ from the terms and conditions of www.interglobal.com/vietnam.

You may not be able to access certain secure sites and member pages on the Aetna International website unless you have previously registered for them or hold applicable policies.

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