Driving 11% closure in care gaps for Independence Health Group with IBX Wire

The Challenge

The transition to digital interactions with healthcare members

As more patient interactions and transactions shift to mobile phones, healthcare enterprises must find new ways to connect and engage with customers digitally. Independence Health Group, the leading health insurance company in the Philadelphia region, had previously invested in great content and technology, but needed a more effective way to drive benefit-maximizing utilization, medical adherence, and digital adoption for its nearly 8 million members. Despite the insurer's best attempts, only 12 percent of members knew where to go for care, and many did not understand how to navigate or manage costs. In an increasingly consumer-centric health insurance industry, this provider needed to augment its communications strategy with new capabilities to drive better engagement, outcomes and savings.

The Solution

A HIPAA-compliant way to establish a one-to-one connection

This leading insurer partnered with Relay Network to establish a digital connection with its members on a secure, HIPAA-compliant mobile communication channel, IBX Wire. With a connection in place, the insurer enhanced its member engagement programs immensely, delivering proactive, individualized communications to be there during critical moments in a member’s healthcare journey -- like when it’s time for an annual screening, a vaccination, or when a necessary primary care designation is missing from the member’s account.

The Results

Empowering members to achieve better health

After implementation, this healthcare provider saw staggering results. For members using the Customer Feed compared to members not engaging with the Feed:


Increase in Preventative Tests and Screenings


Increase in Switch Rate from Brand Name to Generic Rx


Increase in Contact Rates with Health Coaches


More Likely to Review Plan Information


More Likely to Recommend to a Friend

This award-winning solution has enabled the health insurer to rapidly make the shift to mobile in a cost-effective manner. Hundreds of thousands of members have connected on a communication platform that provides a powerful experience, drives healthier behaviors, and improves outcomes.

As the healthcare industry continues its massive transformation, the companies that thrive will be those that execute fresh ideas and develop groundbreaking innovations. Our Relay solution increased our ability to educate and engage members in a way that no other channel could. In less than a year we tripled the response rates that we normally see using direct mail and email and significantly increased utilization of our digital assets, such as our mobile app and our physician finder tool.
President, Commercial and Consumer Markets
Independence Named Impact Award Winner by Modern Healthcare and Ad Age

Relay helps health insurers drive member education, adherence and digital adoption. Want to learn more about how we can help you reach your engagement goals? Contact us for a demo.