Medibank expects Project DelPHI to be complete in 2017

Medibank Private expects to complete the implementation of its new core policy management system in 2017, despite data migration issues earlier this year.

Project DelPHI is expected to be fully operational next year, CEO Craig Drummond said in a statement announcing the company’s financial results for FY16.

Drummond said that with the market slowing and the Medibank brand underperforming, the company needs to adjust its approach.

“What is clear is that we need to put our customers at the centre of everything we do. Customers’ needs and outcomes have to be our number one priority,” he said.

“To deliver on this we will need to increase our investment in our customer service and product offering. We know that we need to do more, and that we need to be easier to deal with. Key to this is the implementation of our new core policy management system, Project DelPHI.”

The implementation hit a roadblock earlier this year after data migration issues caused a delay issuing customers with their annual tax statements.

But Drummond said despite the early implementation issues, the system is expected to deliver a significant improvement to the customer experience once the system comes online in 2017.

While Medibank’s group net profit grew 46.4% in FY16 to $417.6 million, revenue growth remained soft due to soft market conditions.

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