Southern Cross Health Insurance has launched its Procedure Checker tool, a search engine that enables members to confirm online whether their surgical procedure is covered under their policy.
The tool offers a more efficient way for policyholders to retrieve information about their policy coverage than a conventional phone call.
In addition, the tool also provides information on any pertinent pre-existing conditions or terms and conditions, including excess requirements, which may affect cover.
Users can also check if their procedure needs to be performed by an Affiliated Provider partner, or if prior approval needs to be requested.
Members can follow their treatment journey through the tool and access other My Southern Cross services to help with their recovery.
The tool is capable of understanding plain language queries
The Procedure Checker incorporates a range of technologies, including Natural Language Processing capable of translating a user’s plain language query into a procedure’s name, and Machine Learning, which will enables the tool to be trained over time to answer queries more effectively.
The tool is currently available to members registered with My Southern Cross, as well as policyholders on the Ultracare and Wellbeing 1 and 2 plans, however Southern Cross has confirmed that it plans to extend the service to other policies in time.
“This intuitive tool is simple to use and allows members to search for procedures in plain English, without having to know clinical jargon,” said Southern Cross Health Insurance’s Chief Operating Officer Anthony McPhail. “It also makes it very easy for members to see what their individual cover or limits are. There’s a clear trend in people wanting more self-service options and Procedure Checker meets that demand for accessing accurate information, around the clock.”
Southern Cross Travel Insurance received the award for Best Plain English Legal Document at the 2021 Plain English Awards for its Domestic Travel Insurance policy.