To read the full version of this content please select one of the options below:

Application of digital technologies in health insurance for social good of bottom of pyramid customers in India

Bishwajit Nayak (School of Business Management, Narsee Monjee Institute of Management Studies University , Mumbai, India)
Som Sekhar Bhattacharyya (Department of Strategic Management, National Institute of Industrial Engineering, Mumbai, India)
Bala Krishnamoorthy (School of Business Management, Narsee Monjee Institute of Management Studies University , Mumbai, India)

International Journal of Sociology and Social Policy

ISSN: 0144-333X

Article publication date: 25 September 2019

Issue publication date: 21 November 2019

Downloads
634

Abstract

Purpose

Social health insurance framework of any country is the national identifier of the country’s policy for taking care of its population which cannot access or afford quality healthcare. The purpose of this paper is to highlight the strategic imperatives of digital technology for the inclusive social health models for the BoP customers.

Design/methodology/approach

A qualitative exploratory study using in-depth personal interviews with 53 Indian health insurance CXOs was conducted with a semi-structured questionnaire. Using MaxQDA software, the interview transcripts were analyzed by means of thematic content analysis technique and patterns identified based on the expert opinions.

Findings

A framework for the strategic imperatives of digital technology in social health insurance emerged from the study highlighting three key themes for technology implementation in the social health insurance sector – analytics for risk management, cost optimization for operations and enhancement of customer experience. The study results provide key insights about how insurers can enhance the coverage of BoP population by leveraging technology.

Social implications

The framework would help health insurers and policymakers to select strategic choices related to technology that would enable creation of inclusive health insurance models for BoP customers.

Originality/value

The absence of specific studies highlighting the strategic digital imperatives in social health insurance creates a unique value proposition for this framework which can help health insurers in developing a convergence in their risk management and customer delight objectives and assist the government in the formulation of a sustainable social health insurance framework.

Keywords

Citation

Nayak, B., Bhattacharyya, S.S. and Krishnamoorthy, B. (2019), "Application of digital technologies in health insurance for social good of bottom of pyramid customers in India", International Journal of Sociology and Social Policy, Vol. 39 No. 9/10, pp. 752-772. https://doi.org/10.1108/IJSSP-05-2019-0095

Publisher

:

Emerald Publishing Limited

Copyright © 2019, Emerald Publishing Limited