AXA Mansard Plc has introduced a WhatsApp-based digital platform aimed at reducing delays in access to healthcare services, as the insurer seeks to simplify treatment approvals and improve the overall experience of health insurance enrollees.
The platform, known as Karis, enables customers to access a range of health insurance services directly through WhatsApp, eliminating the need to download a separate mobile application or rely on customer service representatives for routine requests.
Speaking during the investiture of the newly elected executives of the Nigerian Association of Insurance and Pension Editors (NAIPE) in Lagos, Olusesan Ogunyooye, the company’s head of marketing and corporate communications, said the solution was developed to address some of the most common challenges faced by health insurance customers.
According to him, many enrollees experience delays in obtaining treatment authorisation, uncertainty over the scope of their health plans and difficulties accessing information about their benefits, often resulting in longer waiting times before receiving medical care.
He explained that Karis allows users to initiate healthcare requests simply by sending a message to a dedicated WhatsApp number, after which an automated chatbot guides them through available services.
The platform provides users with a welcome message, privacy notice and consent information before presenting a menu of services that includes treatment authorisation, verification of health benefits, provider location and other health insurance support.
Ogunyooye said the system is integrated with each enrollee’s Health Maintenance Organisation identification number and registered mobile phone number, enabling secure identity verification and seamless access to services.
He noted that by automating routine requests through a familiar digital platform, the company hopes to significantly reduce administrative bottlenecks that often delay access to medical treatment.
“The goal is to remove unnecessary delays that often prevent customers from receiving timely medical attention. By leveraging a platform that millions of Nigerians already use daily, we are making health insurance services more accessible, convenient and efficient,” he said.
Beyond improving customer experience, Ogunyooye said the platform is expected to ease administrative pressure on healthcare providers by accelerating treatment approvals and reducing paperwork, allowing hospitals to attend to patients more quickly.
He added that the initiative reflects AXA Mansard’s broader digital transformation strategy, which focuses on using technology to simplify insurance processes, improve service delivery and expand access to quality healthcare.
According to him, the introduction of Karis reinforces the company’s customer-centric approach by providing enrollees with faster and more convenient access to information and healthcare services whenever they are needed.
He expressed confidence that the platform would strengthen public confidence in health insurance by making healthcare access more responsive, transparent and efficient for policyholders.
