Making health insurance interactions easy

About nib Health Insurance

nib is one of Australia’s fastest growing health insurers providing health and medical insurance to over one million Australian and New Zealand residents

The Brief

nib saw a need to provide an additional channel for customers to check their account details as well as to make quick claims. The objective of developing the iOS, Android and Retail apps was to provide customers with a self-service tool that would divert loads on customer service teams in Retail stores and call centres. In order for the apps to be successful, they had to be user friendly, simple and quick.

The Solution

We worked collaboratively with nib to design and produce a high-quality app, focused on creating a great user experience, in order to increase customer engagement and usage of the products. By making claiming a self-service through the apps, nib saw an immediate impact on customer claiming channels. The products were also refined and enhanced based on user feedback. We also developed an enterprise app for the nib Retail stores, where customers could essentially avoid queues and claim using an iPad app provided in store.

As part of this project, we delivered user experience design, visual design, mobile app development, testing and project management services.

User Experience

The focus of the nib Health Insurance app was to make claiming as simple as possible. With the photo claiming feature, users can very easily and very quickly send through health insurance claims by taking a photo of their receipts. The process and flow through the app was designed to be simple and intuitive, making something that is often a chore, really easy to do.


The app features:

  • Secure login, with four digit PIN for ease of use
  • Account details
  • Photo claiming
  • View your remaining annual benefit on extras
  • View claims history
  • Find the nearest location of nib retail centres, eye care centres, dental centres and nib agreement hospitals


The relaunch of the nib iOS app saw increases in usage as well as app ratings, while the Android app release has a 4 star rating in the Play Store. The nib apps also received the Silver Award (Health category) at the 2016 World App Design Awards. Arq Group continues to work with nib to provide enhancements and ongoing maintenance support for these apps.

Apple App Store Download from Google Play