nib Group launches AI-driven symptom checker

• nib offers members an AI-driven symptom checker  

• symptom checker will help nib members, including international students and workers, navigate Australia’s health care system   

• aims to improve member experience and efficiency by directing members to the right care setting, reducing pressure on hospital emergency departments 

nib, an ASX-listed health and global travel insurer, has launched an AI-driven symptom checker, which will help members better navigate the Australian health care system by directing them to targeted health services based on their needs. 

Since its launch in February 2024, the symptom checker has been accessed more than 5,000 times through the nib app. Of those who completed an assessment, 64% were referred to a General Practitioner, a further 15% were directed to a hospital Emergency Department, and 21% were advised to monitor their symptoms carefully from home. 

The symptom checker is available to all nib members in Australia and is aimed, in particular, at international students and workers, offering guidance on where and how to seek treatment while in Australia. nib’s international inbound health insurance business covers over 200,000 international students and workers. The symptom checker, accessible via the nib app, is available in English and simplified Chinese. 

“The symptom checker supports students and workers as they navigate their way through the Australian health care system, helping them make the right choices about the level of care they may need,” said James Barr, Chief Executive, international visitors, nib.  

“It can help direct members to the right care pathway and, if needed, book a GP telehealth appointment seamlessly through the nib app with nib’s GP virtual health service,” Mr Barr said. 

“This tool is one of a suite of measures used by nib, supported by technology, to ensure members have a smooth pathway to proper medical care,” he said. “AI-powered health tools, such as symptom-checkers, can help keep non-urgent medical cases out of emergency departments, ensure people get the right level of medical attention, and relieve pressure on hospitals.” 

Recent NSW Health Department data¹ showed nearly one in 10 patients are waiting up to 11 hours in hospital emergency departments. The situation has prompted a NSW Government campaign to encourage people with non-urgent issues to call the federal Healthdirect helpline instead of 000. 

The symptom checker is powered by Infermedica, a leading digital health company specialising in AI-driven solutions for symptom analysis and triage.  

The symptom checker 'triages' members to the appropriate treatment setting, based on their symptoms and connects members with relevant health care providers. 

nib Chief Medical Officer Dr Rob McGrath said the symptom checker platform from Infermedica was built and maintained by a team of medical experts, and has been used in more than 30 countries reaching more than 17 million users internationally, before being deployed by nib.  

“Australia has a unique health system and people who are new to the country, particularly those familiar with vastly different health systems, may find our system difficult to navigate or not know the most appropriate place to access care,” he said. 

“With the symptom checker, members are triaged rapidly via the app, using the latest available medical evidence, so they can understand how urgent their medical issue may be, and the best place to get care.  

“Where a member is given advice to self-care at home, rather than seeking medical treatment immediately, they are advised to monitor their symptoms and seek medical advice should things change.”