The Digital Insurer Award - Hanover Re (cancer care)

1. User centric Cancer Care
Cancer insurance, support program and 2nd opinion

2. 2 User centric Cancer Care
Insurtech Partnership & Insurance Solutions Vision
• We want consumers to be engaged,
informed and empowered
• We want consumers to get relevant
value from their insurance every day
Empower
Consumers
• We deliver value through providing
innovative solutions to user problems
• We want to drive behaviour that
improves prevention
• Improve consumer retention to drive
brand loyalty, NPS & trust
• Gather data to risk/opportunity profile
and inform on future decisions relating
to:
- Marketing
- Product design
- Underwriting & Pricing
Data-driven
decisions
Deliver Real
Value

3. 3 User centric Cancer Care
Different elements across the Cancer continuum
Prevention
• Counselling and access to risk
reduction.
• Introducing wellness and
coaching services with regular
check in, so consumer can take
charge and allow lifestyle
modification, this will allow a
reduction of risk to be
diagnosed with cancer.
Early
Detection
• Consumer is able to access
screening services such as
diagnostics examination:
PSA, Mammogram, skin
cancer etc, for early detection
of possible cancer and find
solution.
Primary and
Specialty Care
• Consumer has full access to
treatment options, be it with
their oncologist, at a
comprehensive cancer center
or clinical trials
Recovery
Management
• Cancer heavily impacts not
only physical, but behavioural
and mental aspect of the
consumer
• Consumers need to manage
anxiety and depression, have
social support and symptom
control to maintain their
independence
Source: Canadian Cancer Survival network webinar, Sept 2015
OUR FOCUS so far
*New initiatives upcoming *New initiatives upcoming

4. 4 User centric Cancer Care
Cancer across the Asia-Pacific region
#1 #4 52%
Claims cost1 Disease incidence1 Could have returned to
wellness and work sooner2
Sources: 1. Mercer, Marsh Benefits, 2019, Medical Trends Around The World; 2. Unum 2019, Cancer in the Workplace (report)

5. 5 User centric Cancer Care
Psychological Impacts of Cancer
Emotional and Mental
Health problems
Linked to anxiety and fears of recurrence.
Primarily driven by lack of information,
knowledge, and skills to manage the
situation
79% of Cancer patients are adversely
affected by anxiety and fears of
recurrence
1 in 3 cancer patients ends up wrestling
with a mental health disorder
Source: Journal of Clinical Oncology, Oct 2015
Living with Cancer and
undergoing treatments
Lack of confidence with progress made,
undergoing and living with the side effects
of treatments and lack of social support
44% of participants are highly impacted
on a day to day basis by side effects of
their treatment
37% of participants are affected by sleep
disturbance
Returning to Normal Life
The process of going back to work,
learning how to live with the Cancer and
dealing with the side effects on a daily
basis
52% of cancer patients want to return to
work, but 44% lack the support to do so
The psychological impact of a cancer diagnosis on an individual can result in emotional stress – not only due to the diagnosis
and treatment, but also fear of recurrence and the distress imposed by living with the day-to-day problems
Data Points:

6. 6 User centric Cancer Care
Spotlight on Participatory Health
Patients engaged in their own health (participatory health) leads to lower costs and improved clinical outcomes. Participatory
Health requires patient engagement, and engaged patients cost 31% less per episode of care than disengaged patients
Source: Greene et al. 2015
Level 1
Does not play a role
in their health
Level 2
Some knowledge
with large gaps
Level 3
Believes they are
part of a Healthcare
team
Level 4
Believes they are
responsible for their
own health
31% decrease in per patient annual cost
“My Doctor is in-
charge of my Health”
“I could be doing
more”
“I am part of my
Health care team”
“I am my own
advocate”

7. 7 User centric Cancer Care
A Cancer Patient’s journey across the continuum – with Cancer Care
Legend: Cancer Support Program, Second Medical Opinion
Prevention Getting Diagnosed and Treated Recovery
Customer purchases
a Critical Illness /
Cancer policy
Customer undertakes
regular preventative
healthy activities / diet
*Future health offerings
upcoming
Customer notices
symptoms and
checks with GP
Customer is
diagnosed with
Cancer
Customer undergoes
surgery & referred to
oncologist
Customer continues to receive
support from the Cancer Support
Program, including continued
engagement from their Cancer
Coach
Regular
Journey
With
Cancer
Care
Customer begins
chemo & falls sick
multiple times
Customer remains
stressed and lonely
throughout recovery
phase
Customer is able to submit
medical documents online and
receive medical advice from
other doctors worldwide
Customer has to
learn how to live
with Cancer
Customer is automatically
enrolled in our 12 week
Cancer Support Program
Customer is not
convinced with doctor’s
recommendation
Doctor recommends
immediate surgery
followed by chemo
Customer is unhappy
with oncologist’s
recommendations

8. 8 User centric Cancer Care
Overview of the Cancer Support Program
PROGRAM DESIGN KEY PROGRAM FEATURES
• Goal: Motivating cancer patients to maintain or improve their
health during treatment in order to reduce rates of hospital
readmissions, better return-to-work outcomes, and reduced
premature mortality1
• Our Cancer Support Program is a technology-enabled service
designed by oncologists to improve the clinical outcomes of
cancer patients globally
• The program is a translation of widely disseminated clinical
research into a holistic, behaviour change consumer
product that provides practical utility for cancer patients
1. Evidence shows that engaged and activated cancer patients achieve better health outcomes (Greene et al. 2015, Basch et al. 2017), have reduced readmission rates, higher chemotherapy completion rates (Basch et al. 2017), improved return to
work outcomes (Boer et al. 2015) and reduced psychosocial distress (Urech et al. 2018).
2. Entry point into the program is customizable based on requirements by the cedant/distributor
3. Basch et al. 2016: randomised controlled trial of 766 patients with cancer, that showed survival improvement (of +20%), along with reduced hospitalisation (by -4%) and utilisation of Emergency (by -17%)
• Cancer Coach: A key differentiator of this program. Upon
diagnosis / claim2 , the cancer patient is immediately contacted
by a coach (via text) who will serve as their personal advisor
throughout the duration of the program. Contacts between the
patient and the coach are unlimited.
• Symptom tracking: Research has shown that symptom
tracking improves outcomes for cancer patients and insurers3.
The program comes with detailed symptom tracking
functionalities and also provides personalized content based
on the customers’ input

9. 9 User centric Cancer Care
The 12-week Cancer Support Program journey
ONBOARDING 12 WEEK
STRUCTURED PROGRAM
CONTINUOUS
ENGAGEMENT
• Customer is diagnosed with cancer and
makes a claim
• Customer is enrolled automatically in the
Cancer Support Program
• Customer receives a text from their Cancer
Coach who introduces themselves and
provides step-by step guidance on
registering and using the app
• The 12-week program is a structured coaching program
that consists of online (app) and offline (phone/text)
engagement with the patient
• Customer engages with their coach regularly
throughout the 12 week period (the coach is required to
have 3 phone calls minimum with the patient, no
maximum limit)
• Customer enters their symptoms into the app and
receives recommendations on how to deal with them
• Customer is also provided with new weekly reading
modules, motivational articles and goal setting tools
• At the end of the 12 weeks, the patient is
free to continue using the app and
communicating with their coach (at their
own will, depending on the coach’s
availability)
• Patients will also continue to receive
structured content through the app

10. 10 User centric Cancer Care
Meet our Cancer Coaches
Who They Are:
• Our Cancer coaches are healthcare professionals who have worked
previously as medical doctors, allied health professionals (i.e. dietitians,
physiotherapists, occupational therapists) or nursing professionals
• They receive ongoing training by our Cancer partner and all their calls
are monitored regularly for quality and assurance purposes
• Our coaches love their job! – we currently have 100% coach retention
rate
How They Support Patients:
• Provide guidance on using the app
• Educate the patient to get them more involved in their care as an
active participant
• Provide recommendations on activity, nutrition, sleep and
emotional wellbeing (based on their symptoms/needs) – coaches
do not provide health or treatment advice
• Available to continue keeping in touch with the patient post the 12
weeks
Photos are for illustration purposes only

11. 11 User centric Cancer Care
Success Stories & Outcomes
Patients Love Us.
Our Solution Works.
We Save Our Customers Money.
“I must say I found the
app and the tracking and
information really
interesting. ”
“The program has been really
helpful. The biggest thing I
found is that I’m not alone”
“If 10 is the highest, I’d give
this program an 11! I wouldn’t
have known about these extra
support services – and didn’t
know I needed it”
“As I work through the program,
I found the different units easy
to read and follow, with many
practical suggestions”
“I particularly enjoyed talking
on a regular basis with my
Cancer coach, who was very
supportive and professional”
“The best part of the program
is that even though I have
completed the course, I am
able to maintain contact with
my Cancer coach”
Patient Testimonials

12. 12 User centric Cancer Care
# Features Description Benefits Customer Needs Addressed
1 Personalized Cancer coach • Upon registration, customer receives phone
call from a Cancer coach who specializes in
the specific type of Cancer
• Coach checks-in on customer and explains
how to use the app on a daily basis
• Customer receives guidance on using the app for the first
time
• Customer receives personalized coaching throughout the
program
• Customer has the option to continue connecting with their
coach post the 12-week program
2 Symptoms tracking • Customer is asked “How are you today” on a
daily basis, where customer can respond
with symptoms felt (if any) or mood
• Customer is able to enter symptoms as and
when they experience them
• Recommendation on activity / diet / need to visit a doctor
based on symptoms recorded on the app
• Tailored daily content within the app based on customer’s
response
• Due to privacy, your coach will not have access to your
symptom tracker, however you are open to share it with them
over the call
3 Daily Cancer Management
(12 weeks)
• The app is able to track the customer’s
sleeping pattern, physical activities,
mindfulness and diet to help them to manage
their cancer better
• Personalised recommendations based on real time activity
tracking through the app
• Better clinical outcomes for the patient overall through the
program
4 Daily education content • Daily tailored content on Cancer education,
mindfulness, physical activities
• Hyper-personalised insights that drive clinically meaningful
behavioural change
Detailed Features & Benefits