In an industry as competitive as insurance, the ability to innovate and adapt to changing customer needs is not only an advantage, but a necessity to stay ahead of the curve.
Against this backdrop, the 2020 pandemic marked a turning point in the global perception of mental health, positioning it as a strategic pillar that companies cannot ignore if they want to differentiate themselves in the market.
This shift in focus, in addition to responding to growing social demand, represents a unique opportunity for the insurance industry: to optimise operating costs while improving the customer experience and strengthening customer loyalty.
Therefore, in this article, we will explore how insurers are integrating mental health into their business strategies. In particular, we will highlight a success story in which collaboration with ifeel transformed the management of policyholders’ well-being, marking a turning point in the sector.
The new role of the insurance industry in mental health
Mental health is no longer a secondary issue, both at the individual and corporate levels. In fact, according to the World Health Organisation (WHO), 12 billion working days are lost each year due to depression and anxiety, resulting in a global cost of $1 trillion in lost productivity. This data highlights the magnitude of the problem and the urgent need to address it comprehensively.
The economic impact of not adequately addressing mental health has led insurers to rethink their services. Now, many of them are integrating innovative solutions that not only respond to the current needs of policyholders, but also focus on preventing future problems, thus optimising both the customer experience and operating costs.
Success story: ifeel as a strategic ally
A leading insurer with a presence in 91 countries and 8 million policyholders globally, comprising both individual customers and companies offering this service to their employees, decided to take its service offering one step further by integrating mental health as an essential component of its policies.
The reason was that despite having a high Net Promoter Score (NPS) of 81, the company faced critical challenges, such as:
- Diversity of needs: The wide variety of demographic and cultural profiles complicated the implementation of inclusive and effective solutions.
- Lack of integration: Basic mental health services were not fully integrated into policies, limiting their scope and effectiveness.
- Expectations of new generations: Millennials and Generation Z demanded more personalised, accessible services that were aligned with their values.
To address these challenges, the insurer needed a strategic partner capable of managing both the needs of individual policyholders and those of companies offering this service to their employees.
That is why it chose ifeel as its partner. With a presence in more than 90 countries, support in 51 languages and a network of more than 600 clinical psychologists, ifeel offers a comprehensive solution based on data and backed by artificial intelligence, combining the power of data with clinical expertise to adapt to the needs of this company and its policyholders.
Results of the partnership: Clinical and financial impact
The implementation of ifeel’s solutions generated significant benefits for both the insurer and its policyholders:
| Clinical Impact | Financial Impact |
| 35% reduction in clinical risk levels for 752,857 policyholders | ROI of 6.25X thanks to direct healthcare savings |
| Decrease in emergency and crisis consultations, as well as in the use of drugs | 50% savings in initial assessment costs due to data accuracy |
| Improvement in quality of life: anxiety (↓37%), depression (↓34%), work-related stress (↓29%) | 40% reduction in claim costs associated with untreated mental health problems |
| Personalised interventions and continuous monitoring based on clinical data | 20% of cases referred to chat therapy, halving intervention costs |
ifeel: the ultimate solution for the insurance industry
In a sector where innovation and responsiveness are key, ifeel is positioned as the ultimate solution for transforming wellness management in the insurance industry. Thanks to its comprehensive approach, it combines advanced technology, clinical expertise and an unwavering commitment to security and personalisation. Below, we explore the main reasons why ifeel has become the ideal strategic ally for insurers looking to make a difference.
1. Fast and efficient response time
One of ifeel’s most notable features is its ability to provide immediate care. Policyholders can access a therapist in less than 20 minutes, and within 48 hours they are already receiving personalised therapy. This response time not only improves the user experience, but also prevents mental health issues from worsening.
2. Cultural adaptation and multilingualism
With support in 51 languages and a presence in more than 90 countries, ifeel ensures that each policyholder receives care tailored to their cultural and linguistic context. This is especially important for global companies and insurers seeking inclusive and effective solutions that can be adapted to all types of policies.
3. Integration of AI and clinical expertise
The ifeel model combines artificial intelligence with the expertise of clinical psychologists to provide accurate diagnoses and personalised treatments. AI enables early risk identification and the allocation of appropriate resources, while clinical experts ensure the quality of treatment. This hybrid approach has proven to be highly effective in reducing costs and improving clinical outcomes.
4. Security and data protection
Confidentiality is a fundamental pillar of the ifeel solution. The platform operates under HIPAA security standards and is ISO certified, ensuring maximum protection of policyholders’ sensitive data. This not only builds trust, but also ensures global regulatory compliance.
A model for the future of the insurance industry
This success story demonstrates that integrating mental health as a strategic pillar in the insurance industry not only improves the well-being of policyholders, but also optimises operating costs and strengthens brand loyalty.
In this sense, collaboration with ifeel allows insurers to:
- Reduce absenteeism and presenteeism: With a decrease of 15% and 8% respectively.
- Improve the customer experience: Through personalised and accessible solutions.
- Strengthen their position as a leader in innovation: By differentiating themselves in an increasingly competitive market.
Discover how ifeel can transform your company
If you lead an insurance company or a large enterprise and are looking to optimise costs while improving the wellbeing of your employees or customers, ifeel is your strategic ally. With scalable, culturally adapted and data-backed solutions, ifeel is revolutionising the way companies approach mental health.
Download the full success story and discover how a comprehensive strategy can make a difference in your organisation. Click here to access the document and take the first step towards change!
