Annual Report
Key Moments of 2023
Conflicts around the world, changing customer behaviours, and talent acquisition were among the challenges of 2023. Despite these circumstances, our teams continued to work hard to provide employees, community and business partners, and customers with solutions and products that meet their needs.
Supporting causes we care about
At Blue Cross, we’ve been committed to helping the communities we serve since our founding in 1942. We make a positive difference in people’s lives through our caring and social initiatives. Our employees’ remarkable involvement and generosity demonstrate this dedication. Not only did they take part in donation campaigns, but they also showed their willingness to get more involved by offering their time and support to our partners. For the second year in a row, we’re pleased to introduce our 2023 Philanthropic Impact Report which highlights the impacts of our partners in our communities.
Advancing our digital transformation
Enhanced customer support with live chat
Our agents are now available to assist customers through live chat. If their queries cannot be resolved by our website’s chatbot or if they prefer to interact with a human, our live chat service is there to help. This strategic addition not only strengthens our communication channels but also contributes to the continuous improvement of the Blue Cross digital experience.
Advancing our digital transformation with a new ERP package
We have recently acquired a cutting-edge technological solution, propelling our transformation to new heights. Our Enterprise Resource Planning (ERP) system replaces multiple legacy systems currently in use across our teams, ensuring streamlined operations, a unified technology infrastructure, and an enhanced employee experience from day one.
Raising awareness across our teams
As an organization, we recognize our responsibility to adhere to current legislation across our ecosystem. We firmly believe that every employee plays a pivotal role in shaping how we handle information—whether they interact directly or indirectly with our policyholders. Safeguarding personal information entrusted to us is paramount. To foster a corporate culture that reflects this commitment, we prioritize several key initiatives, such as training sessions on privacy and compliance. We also intensify our cybersecurity efforts throughout the year. By staying informed about emerging threats and reinforcing best practices, we empower our employees to protect both our organization and our valued stakeholders.
Modernizing our approach to individual insurance
Public relations initiatives
In our quest to enhance our media visibility and establish ourselves as travel insurance experts, we initiated a Canada-wide national survey of travel intentions in 2023. This strategic collaboration with the Blue Cross network not only allowed us to promote our brand on a national scale but also facilitated direct communication with our valued customers. By simplifying product information, we aim to empower our clients to make informed decisions.
Expanding the Blue Cross Health offer in Ontario
We launched our end-to-end Blue Cross Health quote system specifically designed for Ontario residents. With this innovative platform, our customers can seamlessly navigate the entire health insurance process online, from obtaining personalized coverage recommendations to receiving a quote, purchasing and finalizing their policy all at qc.bluecross.ca. By streamlining the entire process, we empower our clients to quickly access the information they need without unnecessary delays and provide a seamless and user-friendly experience.
Continuing our support for travellers
At every juncture of their journey, we stand by travellers, ready to assist whenever they require our expertise by:
- Providing access to an extensive network of healthcare providers and facilities worldwide.
- Guiding them to specialized medical professionals equipped with the necessary expertise and cutting-edge equipment allowing our Blue Cross Travel Assistance experts to ensure a complete and personalized follow-up.
Our expertise in medical and travel assistance allows us to provide tailored support across a variety of scenarios.
Introducing a recharge room to enhance employee well-being
As part of our commitment to our core values, we’ve taken significant steps to create an environment where employees can thrive. In our newly designed, technologically advanced workspace, we’ve introduced a dedicated recharge room. This space serves as a retreat for employees—a place to unwind, recharge, and connect with colleagues.
Healthy Enterprise Certification
We are thrilled to announce that we have achieved Healthy Enterprise Certification, Level Two, in 2023. With this accomplishment, we prove our unwavering commitment to ensuring the health and well-being of our valued employees.
As recommended by the Healthy Enterprise Group, we followed a straightforward, structured, and effective process to achieve this level. The approach we take is grounded in industry best practices, which ensures meaningful results.
Throughout the year, we actively promote physical and mental well-being through a variety of activities empowering our employees to flourish. We also support these values through our monthly newsletter and wellness account.