Member onboarding and win-back journeys run through Covalent, with a live data operations pipeline covering every policyholder.
Australia’s largest industry-specific health fund group delivers rewards and engagement to more than 600,000 members on the platform.
Lapse risk is visible months before the cancellation call: extras going unused, a quote started on a comparison site, a premium-rise notice opened and never actioned. Most funds see these signals in the monthly lapse report. By then the member has already switched.
Covalent turns those signals into same-day action: lapse-propensity models scoring every policyholder in real time, warehouse signals streamed into the decision path, and save journeys firing across app, email and contact centre the moment a threshold trips - every offer tested against holdouts so the response sharpens with each cycle, all inside approval and audit guardrails.
Four stages decide whether the book grows or shrinks. Covalent runs all four from one decision spine.
Rate-rise season campaigns, quote-abandonment follow-up and timed offers for the moments the market is in motion - lifetime health cover deadlines, tax-time surcharge decisions, first-job cover.
Onboarding journeys that get extras activated, digital claiming set up and waiting periods understood - because a member who uses their cover in the first quarter is a member who renews. In production with a national health fund.
Extras reminders before benefits reset, preventive-health nudges and rewards that keep the fund in the member's week, not just their payroll - running today for more than 600,000 members.
Lapse prediction, April premium-rise save journeys, downgrade-not-cancel options and automated win-backs - triggered in real time, routed with full context, written back to your CRM.
Cover explanations, waiting-period logic and product comparisons grounded in your actual policy documents - not the internet.
Anomaly detection across claims flows with human-in-the-loop review - high-risk claims route to the right person before anything is paid.
Lapse prediction, personalised interventions and automated win-back journeys - triggered in real time from your warehouse, written back to your CRM.
Live member briefs, governed actions across member, policy and claims journeys, and escalation to humans with full context.
No model ever writes directly to your claims engine or member admin. Every action passes through the control plane.
Every journey above runs on the same machinery: queued, idempotent, reversible actions in CRM and member systems, with approvals and an immutable audit trail at every step.
Frontier-model access inside your control environment - Australian data residency, SSO, full audit. See CoWork.
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